Are the UK’s top retailers doing enough to give customers the post-purchase experience they expect?
Research conducted by parcelLab has evaluated how the post-purchase experience of the UK’s top 200 major retailers has changed over the past 24 months in order to help brands better understand and improve their customer retention strategies. The study focuses on the retailer’s Operations Experience Management (OXM), which encompasses the whole customer experience post-sales, across […]
The Hyper-Scalable Era: ‘Get up to speed or get left behind’
Hyper-scalable, could it be the end of the cloud commerce era in the online retail space? According to Brightpearl, it could well be. “Alexa, order a monitor stand from Amazon”. Sound like a familiar way of making a purchase? If not, don’t worry, it doesn’t for me either. But this is what retailers need to […]
Holiday shipping & supply chain disruptions
What are you doing now to avoid losing customer loyalty due to poor holiday delivery experiences? Have you finished your Christmas shopping yet? It’s the question of the moment, isn’t it? For most of us, doing our shopping online is just par for the course. Between Amazon, eBay and independent online retailers, you can find […]
Peak season 2021: Advice for retailers preparing for Black Friday, Cyber Monday and the Festive Season
Peak season: Advice for retailers preparing for Black Friday, Cyber Monday and the Festive Season Peak season 2021 is upon us. Black Friday and Cyber Monday are around the corner, arriving on the 26th and 29th November respectively, and the run-up to Christmas and the peak festive season following right behind. However, this vital period […]
How online retailers are implementing technology to keep up with growing eCommerce demand
How has consumer behaviour shifted since the start of the pandemic? Even before the pandemic hit, demand for eCommerce was rising steadily. 2020/21’s lockdowns, quarantines and the closing of ‘non-essential’ high-street stores have been the catalyst for exponential growth in online retail. Customer expectations have risen, alongside the demand for eCommerce. Online retailers now operate […]
The Retail Expectation Gap Report: 47% of retailers lose customers due to missed or delayed deliveries
A recent report by Brightpearl, in association with Parcelhub, has highlighted some insightful figures for the retail industry when it comes to understanding what customers want. The Retail Expectation Gap report, looks at whether the things that customers have come to expect, and what retailers have to offer, matches up, to uncover the expectation gap […]
Supply chain and logistics: Should you outsource or bring it in-house?
What is supply chain management? Supply chain management refers to the planning and management involved in producing, shipping and selling products and/or services to the end-user. This may include a network of organisations, from manufacturers and producers, to suppliers and shipping companies. What is logistics management? Logistics management refers to a part of the overall […]
The State of eCommerce delivery in 2021
The retail landscape changed rapidly during the pandemic, with online retail and eCommerce growing exponentially in 2020 and 2021. We’re now in a delivery-first economy – and consumer expectations have expanded to match. eCommerce had already been growing steadily by the start of 2020, and the pandemic just accelerated that growth. The convenience of online […]
COVID Impact & Customer Service in e-Commerce (Infographic)
In a previous post, we highlighted ways in which online retailers can use shipping and fulfillment to improve their customer service. A recent study by Dotcom Distribution on the impact that COVID-19 has had on the e-Commerce sector highlights just how much consumer demands have grown throughout the pandemic and why customer service for an […]
Delivery Tracking System: Where is my Garden Furniture?
We, as members of the UK general public, have long been dreaming of the day when the announcement would come, detailing the lifting of lockdown restrictions and finally being able to get the garden furniture and BBQ out and interact with our friends and family in a non-virtual setting. Following the Prime Minister’s press conference […]