Jeff Schwartz

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…

As Kelly Barner, host of Dial P for Procurement here on Supply Chain Now and host of The Sourcing Hero, says, “The volume of business content being created, shared and discussed every day can feel overwhelming, especially if you are trying to stay on top of best practices and make the most of your professional network. How we choose to spend our scarce listening and watching time is an important decision, and with many (many!) options, each content creator has to find a way to bring unique perspectives and value to their community.” Our CEO, Scott Luton, was recently invited to be Kelly’s guest on The Sourcing Hero podcast, and shares why it is just as important to understand a professional’s journey as it is to listen to their point of view on their area of expertise, the role of business media in helping individuals and teams deal with the challenges they face on a daily basis, and why we all need to look for and celebrate good news as often as we can. Listen to the Podcast Episode Here.