As ecommerce grows and expectations rise, experts say we can achieve Amazon-level service if we practice customer centricity. Many take this to mean putting the customer at the center of your business and provide amazing service. But customer centricity isn’t all about the customer – it’s really about the customer record.
Keynote presentations from supply chain executives at REI and Neiman Marcus will headline Ecommerce Operations Summit 2020, which will be held April 14-16 at the Marriott Orlando World Center. The show will be packed with great sessions and thought leaders across a range of key topics and disciplines.
There’s a little bit of everything on tap at Ecommerce Operations Summit 2020, to be held April 14-16 in wonderful Orlando, FL. From keynotes by executives at Neiman Marcus and REI to new e-grocery and robotics tracks, preconference workshops and lots of great networking, it’s a not-to-be-missed event for industry pros.
Amazon and Walmart will continue to slug it out atop the world of global e-grocery food sales, with the ecommerce giant projected to pass the world’s largest brick-and-mortar retailer by 2024 with revenues of $15 billion, compared to $14 billion, according to a new report from research firm Edge by Ascential. The projected CAGR through 2024 is 13%.
More than 6% of 508,000 FedEx and UPS parcels shipped by 100 small-to-medium-sized retailers between January and March 2019 were delayed, nearly 72% of them by a full day, according to a report from LateShipment.com. The numbers were worse for 3PLs: 7.6% of their UPS and FedEx parcel shipments arrived late.
Target has now expanded its Drive Up curbside pickup service to about 1,750 stores in all 50 states, a first in retail, two years after its launch as an insourced offering when a pilot failed with an outside provider. Just weeks ago,Target announced an expansion of the service to 1,500 stores in time for the busy back-to-school season.
As consumer behavior shifts and omnichannel retailing grows, retailers are getting closer to customers to improve service and help ensure profitability. Increasingly, they look to four key areas where shifts can make fulfillment more efficient: Retail footprint; manufacturer direct shipping; 3D print & ship; and pickup sites.
Target reported strong Q2 performance, with 34% growth in ecommerce sales, nearly 75% of which was attributable to its same-day order fulfillment strategy including buy online pickup in store, curbside pickup and local delivery. The retailer beat expectations on earnings, comp growth and revenue, and raised 2019 guidance.
To outsource or not to outsource customer care, that is the question. And unfortunately, the answer is a resounding, “it depends.” Colin Taylor, CEO at Taylor Research Group, and William Pocock, senior operations manager for Dick’s Sporting Goods, suggested 8 steps to help merchants frame up the decision.