The past year has redefined how Americans shop. Ecommerce, BOPIS and curbside are table stakes, and free shipping is expected. What exactly does that mean for ecommerce fulfillment operations? Now more than ever, they must be strategic, sophisticated and responsive. Here are 10 key areas to pursue in 2021.
The pandemic has accelerated customer experience and convenience trends that were previously gaining momentum. Now, some of those trends have become essential for businesses to offer safe shopping experiences. To know which ones are worth investing in, recognize which are fads and which will prevail long past next year.
Beyond the holiday rush, multichannel retailers can’t afford to be short-sighted, ignoring the paradigm shift in consumer purchasing behavior that will extend long after the pandemic is over. If they aren’t looking at long-term investments to create hybrid customer experiences, they will soon find themselves way behind the pack.
Live chat is one way to directly connect with your customers during the shopping journey. However, the experience can vary dramatically from a wow to frustration, and everything in between. Here are some tips for creating best-of-breed live chat experiences to maximize conversions, average order value and CSAT.
As consumers have begun holiday shopping earlier than ever, merchants are expecting historical peak trends, and fraudsters will try to take advantage of this. To prepare for the uptick in BOPIS fraud this holiday season, consider enacting both short-term and long-term fraud mitigation strategies to protect yourself and your customers.
Recognizing the potential for growth, smart subscription companies are promoting gift-giving, this season and throughout the year. Whether you already offer gift subscriptions or are thinking about adding them, it’s helpful to understand some common best practices. Following are seven tips to get you started.
Shopping malls are well-positioned to become a centralized operating system for smaller retailers to leverage the operational and financial benefits of things like BOPIS and curbside. Creating a flexible range of services, spaces, leases and more will help malls regain community relevance and become profitable. Here’s how it can happen.
After parting ways with Amazon last year, FedEx is now jumping deeper into ecommerce returns, much as Amazon did with Kohl’s, by adding Happy Returns bars to 2,000+ FedEx locations, including 300 inside Walmart stores. Unboxed returns will be accepted from 150 different retailers when the program launches at the end of October.
Issues with sizing and color conventions have probably been an issue since the invention of clothes. And with so much shopping now driven online by the pandemic, combined with generally liberal return policies, apparel returns have exploded. New technology solutions and industry standards are both working to solve the problem.
Picking errors have a very high cost to your ecommerce business in both actual costs and in lower customer satisfaction, lifetime value (CLV) and retention. These problems will erode your business’ profitability and damage the customer experience. We’ll help you identify the costs and share 6 ways to minimize picking errors.