Last updated: May 29, 2020
The days of a shopper’s selection being limited to local brick and mortar retail stores are over. In fact, the transition from brick and mortar to e-commerce has accelerated rapidly because of the COVID-19 pandemic sweeping the globe. Today’s consumers are making their purchases on laptops, tablets and smartphones. They’re also demanding free and faster delivery, even when their items are crossing borders or seas.
E-Commerce: a game-changer
There’s no question that COVID-19 is at least somewhat responsible for the ongoing consumer shift to online shopping and the shift in customer expectations. With major players offering almost limitless selection, low prices, loyalty programs, speedy shipping, and generous return policies, retailers must learn to adapt quickly to succeed in this new environment.
Large e-commerce players’ logistics enable the delivery of just about any kind of consumer product right to the front door within days if not hours. Even when most online purchases are made late in the day, customers have come to expect that their purchases will be shipped and delivered by the next day – especially if it’s a product they urgently need. Businesses and retailers have to combat this effect creatively to stay competitive.
To the consumer, all delivery is local delivery. A few years ago, a delivery window of four to five days was standard. With the rise of the COVID-19 pandemic and even before the outbreak, consumer expectations have put pressure on businesses and retailers to fulfill all orders – even globally – much more quickly. According to a UK survey of 1,500 consumers, 96% acknowledge that their brand loyalty is affected by their delivery experience.
It’s all part of what the PWC 2019 Global Consumer Survey identifies as ROX: Return on Experience. The PWC Survey found that for today’s consumers, “experience is the product”. When you enable your customers to receive purchases sooner, you harness both the convenience of e-commerce and the (almost) immediate gratification more typical of traditional brick and mortar shopping. Not to mention the peace of mind you bring customers knowing that the items they need to cope with these challenging times can be delivered to their door with just a few clicks.
Demand for 7-day deliveries requires innovative delivery solutions to keep businesses competitive.
In an era of disrupted customer expectations, consumers expect 7-days a week delivery to meet their e-commerce needs. As COVID-19 continues to present challenges to businesses, a 7-days a week delivery option opens up opportunities to strengthen your customer’s brand loyalty, remain competitive in an e-commerce-driven economy and deliver to your customers sooner during these unprecedented times.
It’s important to note that consumer expectations quickly become customer demands. If you’re not meeting the demands of your customers, chances are they’ll start looking for a provider who will. Fortunately, there are resources available to help you meet the expectations of today and prepare for the demands of tomorrow. Speak with your courier provide today to see what’s possible.