The gap between customer expectation and shipping capability is growing.
The disconnect between what shoppers look for in an online shopping experience versus what retailers are offering is gapped. Consumers desire (and expect) seamless experiences when it comes to shopping online, and this calls for convenience and personalization. The shipping options offered need to better fit the requests of online shoppers, with weekend and afterhours shipping being what most shoppers look for. But sadly, these are options that most retailers don't yet offer.
According to the 2017 State of Shipping in Commerce report, 46% of shoppers want weekend and afterhours shipping while only 25% of retailers offer it *gasp*. In fact, 43% of shoppers are looking for specified delivery times for tracking purposes, versus only 30% of retailers that offer this option.
Another surprising gap has to do with delivery method. It’s important to note that today’s consumers expect to be able to collect their orders from a physical store and from the convenience of a parcel locker. These are options that a majority of retailers still aren’t offering. The value of convenience and choice is on the rise, so retailers must activate experiences that reinforce these elements for optimal conversion. Amazon's doing it, why aren't you?
"The challenge for retailers, however, is not in embracing these new technologies, it's in getting beyond the gimmick and making these investments relevant to their shoppers' needs." It's not enough for retailers to just "invest in technology", what's most important to shoppers is whether retailers are properly using this technology to make their shopping experiences more convenient and personalized.
To meet the expectations of today's customers, retailers have a unique opportunity to re-imagine their supply chain and create meaningful, cost-effective customer experiences. Start focusing on how you ship your products, how many options you give your customers and how much visibility you allow them. If you hit the mark on each one of these, you'll be sitting pretty in the world of retail.
Need some tips and tricks? Download the 2017 State of Commerce in Shipping Report.