Guy Courtin

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…

We continued this week on Supply Chain Now with more great interviews, conversations, livestreams, and episodes! Did you miss any episodes? On Monday, Scott and Karin Bursa introduced our newest Supply Chain Now program, TEKTOK, to our audience!   On Tuesday, Scott and Greg welcomed Dan Reeve with Esker back to Supply Chain Now for a conversation about increasing supply chain visibility and cash flow.   We published our Supply Chain Buzz on Wednesday, where Scott & Karin discussed the top news in supply chain for the week, and also welcomed featured guest, Lora Cecere with Supply Chain Insights to the podcast.   On Thursday, we continued with the second half of Greg’s interview with Sarah Barnes-Humphrey for TECHquila Sunrise.   And to wrap up the week, Scott and Greg welcomed Ashfaque Chowdhury, PhD with XPO Logistics to the podcast for a great conversation. Which was your favorite episode this week? Never miss an episode by subscribing to Supply Chain Now! Make sure you tune in next week for more great conversation, timely topics, and exceptional guests.