By Retail Insight Network
Delivery experience site Sorted CEO and founder David Grimes tells Retail Insight Network how retailers can meet customers’ expectations and navigate the delivery experience gap.
E-commerce is booming due to the effects of the pandemic and evolving customer expectations and delivery volumes are growing as a result, with delivery experience becoming more important than ever.
Parcel delivery volume is set to grow by 100% over the next three years and customers are also shopping far and wide online, so it’s not just direct competitors brands need to compare themselves to – it’s every brand, in every sector, raising the benchmark to a whole new level.
How is this influencing and changing their expectations? Delivery experience site Sorted CEO and founder David Grimes tells Retail Insight Network how retailers can meet customers’ expectations and navigate the delivery experience gap.
The delivery experience gap
With so much external change impacting operations, and customers’ expectations higher than ever before, there’s a big ‘delivery experience gap’.
In fact, 87% of retailers are either below customer expectations or only meeting some of them. So there’s huge opportunity here for retailers, as relying on your products or the pre-purchase experience isn’t going to attract and keep customers anymore, it’s a 5-star customer journey from end-to-end that will differentiate you from competitors.
So, with the continued rise of e-commerce, brands will need to transform their delivery experience to compete with the 13% that are grabbing the attention of customers.
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