As you know, 2020 presented some incredibly difficult challenges for e-commerce shippers and retailers, especially during peak season. After all, Adobe predicted https://www.post-gazette.com/business/money/2020/12/18/Retail-ecommerce-deliveries-carriers-usps-ups-fedex-covid-19-shipments-christmas-holidays/stories/202012200039 that U.S. online holiday sales will total $189 billion, breaking previous records with a 33% year-over-year increase — equal to two years’ growth in one season.
Almost 95% of shoppers have indicated they plan to use e-commerce channels. So as e-commerce adoption continues, consumer expectations for faster, more transparent fulfillment process is pressuring brands to offer greater visibility, particularly in the last mile delivery. 2020 Salesforce research https://www.zdnet.com/article/state-of-connected-customer-research-2020/ shows that 80% of customers say that the experience a company provides is as important as its product or service. In 2020 the experience that mattered most to customers was a decentralized and mostly digital only experience powered by e-commerce capabilities.
While retailers continue to tweak their inventory management systems and processes they also should be looking at the customer experience and using a delivery status visibility application, Like GEODIS Zipline, https://geodis.com/us/newsroom/press-releases/geodis-launches-new-visibility-platform-customers to ensure the retailer and the customer knows when their packages will arrive.
While the user experience is paramount, what happens after the consumer has input their credit card information will make all the difference in how they view the brand. Without a cohesive fulfillment through delivery workflow, a retailer is at risk of losing customers, damaging their brand’s reputation and impacting future profitability.
GEODIS City Delivery offers both full-service supply chain optimization for a company’s entire logistics network, including last mile delivery solutions. Designed to provide total transparency and real-time tracking, GEODIS City Delivery minimizes last mile delivery risk to protect the retailer’s brand, margins and improve supply chain efficiency, as well as ensuring customers’ get their packages precisely on time.
Customer expectations and supply chain complications will continue to increase in 2021 as e-commerce grows, and retailers of all sizes should prepared for the impact of that and the impending returns season ahead. Working with GEODIS City Delivery will ensure your brand’s reputation is being upheld, and your packages are cared for from the first mile to the last mile.