Delivering on Delivery Expectations

"The No. 1 driver of shopping cart abandonment (aka lost market share) is extra fees applied at checkout (aka logistics costs).”  - Retail Dive

As a consumer, it’s easy to overlook the complexities retailers must overcome to execute on delivering the right product to the right place, at the right time.  

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Topics: customer experience, retail technology, amazon, fulfillment, walmart, consumer habits, order delivery, delivery

The Modern Shopper, Tech and the Last Mile: What We Learned at #ShopOrg17

Last week at Shop.org was fantastic, with so many useful insights about the exciting road that lies ahead for digital retail. We examined a few dominant themes retailers can take away from the conference below, including thoughts about the modern shopper, fulfillment, and the future of retail tech. 

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Topics: retail technology, amazon, fulfillment, virtual reality, artificial intelligence, consumer insights, machine learning

What Can You Do to Offset Rising Holiday Shipping Costs

In February, we wrote about whether retail analytics and personalization could offset rising e-commerce shipping costs. You can read the post here, but the general gist of it is by providing customers an enhanced online experience, there is a higher likelihood that customers will purchase the right item, thereby minimizing the cost of returns.  

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Topics: omnichannel, shipping, e-commerce, fulfillment

3 Ways Best Buy Avoided Becoming a Casualty of Amazon

The popular joke, if you choose to indulge in that sort of thing, is that Best Buy is little more than an Amazon showroom. Essentially, the theory is consumers go to Best Buy to check out the latest technology in-person, and then, once they decide which TV would look best in their living room, they go online—most often to Amazon—to find a cheaper alternative. Just google "amazon showroom" and you will see what I mean.

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Topics: product assortment, fulfillment, best buy, ship-from-store

How to Get Online Customers into Your Stores

One of the most challenging things for me as a consumer is being able to find an item I fell in love with online in my local store. Chances are, I’m not sure I’m ready to wholly commit to my purchase and usually want to try it out for myself before I decide. I’ve also been known to take this route because I’m impatient and unwilling to wait 5 days to get it, or because I’m stingy and don’t want to pay an extra $8 for shipping. Regardless, having in-store availability queries that allow customers to see which stores their items are available in can actually be a make or break hurdle for retailers.

So how are you pleasing your online customers who are consistently drawn to brick and mortar?

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Topics: customer experience, omnichannel, in-store assortment, fulfillment

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