Allen Jacques

Supply Chain Now, ranked by Feedspot as number 1 of their Top 10 Supply Chain Management Podcasts You Must Follow in 2020, announced a new strategic initiative that will bring additional insight to their coverage of the best in all things supply chain. In January 2020, the streaming media company kicked-off Supply Chain Today & Tomorrow, a monthly discussion with Gartner Vice President of Research Mike Griswold. VIEW FULL PRESS RELEASE HERE.

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…