James Malley

The ecommerce industry has been steadily growing over the last few years, accelerated by the Coronavirus pandemic which led to a surge in demand for online products and services. This is great news for online retailers; however, as we know, competition online is fierce. Retailers who aren’t offering an exceptional customer experience risk losing their business to a competitor. A key part of a great customer experience is delivery and returns, and customer expectations in this area are high. 60% of consumers will buy again from a retailer if they were satisfied with the delivery. Returns are equally important and 78% of consumers consider the quality of a returns service when choosing where to shop. Customers know what they want, and they will choose stores based on where they will get the best experience. However, not all customers are the same. Offering a personalised e-commerce experience that meets customer expectations is vital in the right to acquire and retain today’s digital customer where customer loyalty is only as good as the last shopping experience. The Custom Approach to Delivery and Returns When it comes to delivery, retailers who think a “one size fits all” approach will work underestimate the needs…

The top supply chain trends in Africa right now include ecommerce, sustainability, technology and skills development. The e-commerce boom that was fuelled by Covid-19 is showing no signs of slowing. It is predicted that in 2025, e-commerce transactions in South Africa will grow 150% to R225 billion. While African consumers are clearly sold on the speed and convenience of online shopping, they are also increasingly recognising that there is an environmental price to be paid, and they are demanding greener e-commerce supply chains. African businesses also recognise that to compete on the global stage, and for Africa to rise as the supply chain powerhouse that many predict it can be, they must align with global environmental standards. Integrating sustainability into supply chain and logistics is therefore a growing imperative in Africa. African companies are investing in technologies like electric vehicles, renewable energy sources and advanced data analytics to measure, manage and minimise their environmental impact. They are optimising transportation routes to have fewer vehicles on the road and to cut CO2 emissions. They are adopting circular supply chain models, to get more use out of products and move beyond the traditional “take-make-waste” approach. Takealot, which is South Africa’s largest online…