Author, podcast host, and host of the eCommerce MasterPlan podcast Chloë Thomas returns to
talk about e-commerce delivery from a retailer and customer
perspective. We cover:
Speed vs cost vs green
Giving customers what they want… and paying for it!
Changing consumer expectations thanks to That Virus
Will customers still want fast delivery? Or will it depend on
the product category?
Customers switching to online purchasing - and post-pandemic
buying habits
Consumer backlash - customer service at e-commerce retailers
being overwhelmed by complaints (which are often
delivery-related)
Communicating with customers and using interactive delivery
management (IDM) to allow customers to manage their deliveries
Best practice in in-flight communications
Pro-active post-purchase communications with customers
Reducing customer complaints
Reducing returns
Do retailers think they have to compete with Amazon?
Retailers’ awareness of the environmental impact of e-commerce
delivery - including packaging and returns