Robbie Cluett

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…

Special Guest Blog Post written by Demostenes (Demo) Perez, Photo by Rikin Katyal   After more than 25 years in logistics and supply chain management and having led over 200 regional distribution projects, I’ve come to realize that the questions people don’t ask are often the most important. Throughout my career, I’ve worked with global multinationals, emerging brands, and family-run businesses. I’ve helped move everything from underground mining equipment to high-fashion goods, from pharmaceuticals and food to toys and chemicals. Some supply chain models I helped design are still thriving today; others were shut down after a few years. Many didn’t even make it past the drawing board. In that time, I’ve had the privilege of collaborating with logistics professionals from nearly every corner of the world and making lifelong friends in the process. Yet no matter the company size or product type, I still wish more people would ask these five questions before launching or scaling their operations in Latin America: 1. How well do I understand the diversity within Latin America? “Latin America” is often treated as a single market. It’s not. Logistics conditions in Mexico are completely different from those in Brazil. Colombia, Argentina, Peru, and Chile…