Retailers: Customized Delivery Options Is Key to Personalization

In an era of rapid digitalization, consumer buying behavior continues to evolve, and the retail and e-commerce industries are no exception. Modern customers expect swift, personalized delivery experiences, and if retailers fail to meet these expectations, they risk losing business. As the US retail e-commerce market is projected to surpass $1.5 trillion in revenue by 2027, according to Statista, it’s clear that retailers must adapt to stay competitive.

Why Retailers Should Focus on Multiple Shipping Options?

A study reveals that 93% of online shoppers in the US give top priority to shipping options while shopping, emphasizing the importance of tailoring delivery experiences to individual preferences to maximize convenience and flexibility.

Read Also: Hit Customer Delight by Providing enhanced delivery experiences

Customized checkouts, which offer various shipping options, such as one-day or same-day shipping, designated time slots, and sustainable shipping, are essential to meeting these needs. With cutting-edge dispatch management technologies powered by machine learning and artificial intelligence, retailers can turn this ambitious vision into a reality.

For in-depth insights from experts, join us at Gartner Supply Chain Symposium in Orlando. May 8-10, Booth #113.

How can smart last-mile solutions with customizable delivery features enhance personalization for retailers?

• Optimized Capacity Planning: Legacy systems often fail to accommodate ad-hoc orders, hindering retailers from effectively planning their capacity. However, a machine learning-based dispatch management solution can help retailers better allocate resources and assign repeat orders to available drivers. This leads to efficient capacity management that meets customer demands.

• Multiple Delivery Options and Flexibility: With optimized capacity management, retailers can offer customers a range of shipping options at checkout:

• Customer preferred delivery window: A smart logistics software like Locus enables retailers to accommodate ad-hoc orders and custom delivery windows, ensuring customers have access to their preferred delivery time slots.

• Frictionless Cancellations: Order cancellations are unavoidable, but legacy systems often struggle to handle them seamlessly in the way customers have grown to expect. Locus’ robust delivery solution factors in cancellations, streamlines the return-to-warehouse process, and optimizes routing for other orders, ensuring a smooth experience for customers.

• Sustainability: With 90% of Gen Z shoppers in the US willing to pay a 10% premium for sustainable options, retailers must address concerns such as carbon emissions and sustainable packaging. Last-mile couriers in the US emit four million tons of CO2 annually. By leveraging a smart dispatch management solution combined with an automated routing system, retailers can adopt dynamic routing to reduce time spent on the road, ultimately decreasing carbon emissions. With Delivery Linked Checkout solutions, consumers could also opt in for more sustainable forms of fulfillment: batching orders together in the same area, as opposed to dedicating a single vehicle for delivering a single order.

• Automated Notifications and Tracking: Maintaining transparency throughout the fulfillment process is essential for customer trust. Legacy logistics systems often fall short in providing necessary real-time order tracking features and timely notifications about delays or cancellations, which can negatively impact the customer experience . However, machine learning-based logistics solutions like Locus allow customers to track their packages through a single link and receive alerts as orders progress through fulfillment stages or encounter delays. Customers can also send requests about changes in address or time of delivery, inquire about status updates, and provide feedback over the fulfillment experience through the tracking page.

Read also: Transparency can be achieved through real-time tracking

• Reduced Shipping Costs: High shipping costs are a significant contributor to cart abandonment in the US. One of the challenges retailers face is selecting the right third-party carrier, especially when lacking captive fleets. Choosing an ideal carrier from a vast pool can be time-consuming, and the involvement of dispatchers in the selection process can lead to compromised delivery quality. Locus ShipFlex, a robust third-party carrier management solution, connects retailers with top-performing carriers without complex integrations. The platform helps retailers select carriers based on SLAs, costs, and other parameters while auditing carriers and assigning orders automatically to the best-suited carrier, minimizing dispatcher interference.

Summing up

Implementing the above strategies can significantly enhance delivery experiences, bringing retailers closer to achieving personalized customer service and, ultimately, customer delight.

Locus has been instrumental in helping retailers like TATA, Capitol Lighting, and PVH Corp optimize delivery experiences, elevating customer satisfaction with its robust dispatch management solution. If your current delivery system falls short, consider booking a demo to explore the potential benefits of switching to Locus.

Also, if you are planning to attend the Gartner Supply Chain Symposium Xpo in Orlando next month, stop by our booth #113 for insights on how last mile technology can bring new delight to your customers.

Source:

https://www.businesswire.com/news/home/20150917005124/en/Pitney-Bowes-Survey-Shoppers-Shopping-Shipping-Options