Yone Dewberry

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…

This post is written by our friends at e2open. E2open is the connected supply chain software platform that enables the world’s largest companies to transform the way they make, move, and sell goods and services. Moving as one.™ Learn More: www.e2open.com.   Parcel used to be the lightweight cousin of freight: important, but not something that kept supply chain leaders up at night. Those days are long gone. Today, parcel volumes rival truckload execution in complexity, visibility requirements, and cost impact. For many enterprises, parcel management software now determines whether omnichannel promises are kept—or quietly broken—one late delivery at a time. The problem isn’t parcel itself, but where it lives. When parcel operates in a separate system from your transportation management system (TMS), costs creep up, execution gets messy, and performance suffers. Integrating parcel directly into TMS workflows turns shipping from a necessary evil into a strategic advantage.   Parcel management: from warehouse detail to board-level problem Parcel complexity exploded as e-commerce, ship-from-store, and direct-to-consumer models took center stage. More carriers, more service levels, more delivery promises—and far more returns—turned parcel shipping into a daily operational chess match. That complexity has consequences. Parcel spend now shows up on executive radar.…