Ecommerce Delivery & Returns Battleground
Why is delivery and returns a key battleground for retail ecommerce? Quite simply, delivery and returns is seen by customers as far more than an essential website policy; it’s a key competitive differentiator. The convenience of the service provided influences shopping habits.
The Independent on Sunday revealed that during December 2012, an estimated 225,000 parcels each day failed to arrive when promised. In an article titled “The great online delivery scandal”, they revealed the impact of poor service delivery on customers’ future shopping habits. Failing to live up to promises is damaging for your brand.
My Postcode Anywhere guest blog discusses this in more detail.