Jeff Gillmer

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…

Companies spend enormous amounts of time debating sustainability strategy. They invest in emissions reduction. They launch environmental initiatives. They publish ESG reports. They set ambitious goals. Yet many overlook a simpler question: Who is helping shape those decisions in the boardroom? Recent research published in the Journal of Business Logistics suggests that board composition may influence environmental performance in ways that executives do not fully appreciate. The study examined more than 2,000 firm year observations across 306 publicly traded business-to-business companies. The researchers explored whether having a customer or supplier represented on the board of directors affected a firm’s environmental performance. The answer was yes. But not in the way many executives might expect. Most discussions about board diversity focus on demographics, functional expertise, or independence. This research points to another form of diversity that may be equally important: where directors sit within the supply chain. A customer and a supplier can look at the same sustainability decision and see very different priorities. Those priorities often shape the choices firms ultimately make. The researchers found that companies with customer affiliated directors generally achieved stronger environmental performance. Customer representatives appeared to bring market knowledge and external stakeholder expectations into board discussions.…