Robert Burgelman

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…

It has been a big week (as usual) for Supply Chain Now! Did you miss an episode? Check them all out here: Listen as Daniel Studdard with the Atlanta Regional Commission, talks with Greg and Scott from MODEX 2020 about keeping freight moving:   Rodney Apple with SCM Talent Group joins Greg and Scott from MODEX 2020 to chat about securing top supply chain talent:   On Tuesday, Scott and Greg were joined remotely by Jan van Niekerk with SpotSee, to talk about leveraging technology to protect your shipments during transit:   Scott and Greg were joined by Bob Bova with Accuspeech Mobile from MODEX 2020 and discussed voice automating workflows:   On Thursday we published the new and improved Supply Chain Buzz, with Scott and Greg sharing and discussing the latest news and events in Supply Chain and beyond:   And to finish out the week, Mark Messina and Rick DeFiesta with Geek+ joined Scott and Greg for a discussion about COVID-19’s impact on consumer behaviors, warehouse operations, automation initiatives, and more:   Make sure you subscribe to Supply Chain Now so you never miss an episode and we will see you next week with all new livestreams and…