For consumers e-commerce is increasingly the preferred method for shopping. Younger shoppers already embrace it and more frequently older shoppers are as well. As e-commerce continues to grow, companies need to adjust their approaches in order to win customer loyalty. According to Nasdaq, by 2040, 95% of purchases will be facilitated through e-commerce. Winning this race depends on how quickly you can scale your offerings including customer service, delivery and the returns process. Customers continue to adopt a “get it now” mindset which must be embraced by retailers.
For companies, “time is money” and this is certain for oil and energy companies who have scheduled jobs to complete on certain dates according to extraction cycles. These cycles require alignment with specialized personnel in restricted areas, if the material does not arrive when the personnel is scheduled to work, there is nothing to do, wasting resources and valuable time. This scenario stresses the importance of material readiness and in transit visibility in real time, as it facilitates information on when they will receive the material. In the oil and energy business exists a sanction called “non-productive time” (NPT) and it means that when a segment or a job is not started or completed on time, the oil and energy company economically penalizes the party which caused it.
Why White Glove?
With peak season upon us and same day deliveries from U.S. retailers achieving record volumes let's look ahead to the growth of same day delivery in 2019 and the opportunities for retailers.
Same day delivery is a basic consumer expectation but too often companies replicate other solutions rather than creating one that is best for their brand and customers. This episode of Talking Logistics highlights the need for a holistic approach to same day solutions.
Last mile delivery is the end of a complex supply chain and the best opportunity for brands to make an impression on their customers. There is a face-to-face interaction that can make or break a customer's perception of a brand.
The challenge for any last mile provider is handling an output from a process they have no control over. Creating a great customer experience in last mile delivery doesn't start with picking up the order, it starts with the internal process a brand chooses to manage its last mile solution.
Customer expectations are growing in all aspects of the shopping experience and logistic companies are challenged to develop better solutions. Recently, at the Ecommerce Operations Summit in Columbus, Ohio Pulse Commerce presented data demonstrating the Amazon effect. There are many ways logistics, in particular last mile has changed due to Amazon. Before Amazon, customers only considered the online buying experience when choosing an online retailer.One effect of Amazon emerging as the leading online retailer is that customers now consider the after-purchase experience as crucial as the buying experience. Key components of the after-purchase experience are delivery and customer service. Agile, fast and free delivery services, real time information, returns and issue resolution are now essential to shopping along with the traditional price and online interactions. A positive experience in all aspects builds loyalty.