I can’t stop thinking about sustainability. No, really. Between the big world news of bushfires & ‘doomsday’ glaciers and the smaller world of parcels I inhabit where we’re obsessed with electric vehicles and consolidation, it’s hard to avoid thinking about the future and how we can keep going without using up our scarce resources.
How posts are thinking outside the (letter)box
It’s no secret that the postal landscape has completely changed over the past decade. Parcel volume has skyrocketed, growing at an annual rate of 20%. But with letter volume falling 4% each year and last-mile fulfilment costs increasing, postal profits are not growing in line with the boom in ecommerce.
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Why you need a returns platform: Customer Retention
Are the following list items important 2020 targets for your retail business?
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How to talk to customers about returns
As in so many things, communication is key when it comes to dealing with ecommerce returns. Marketers often talk about brand touchpoints, meaning the website, physical store locations, advertisements, sponsorships, and most crucially using/wearing/owning the product. However, one under-appreciated and crucially important brand touchpoint is the returns process.
5 steps to speedy refunds
Our Pulse customer sentiment tracker shows that the single biggest cause for negative consumer opinions about returns is delayed refunds – customers hate the time between sending/dropping off a return and actually receiving a refund. The biggest sources of customer support engagements are missing or expected refunds which haven’t arrived. That shows just how frustrating an issue this is for shoppers.
eCommerce, Delivery and Returns 2020: 5 trends to know
It’s a new year and a new decade, but some things remain the same. As in December there are the end of year (and end of decade) roundups and best-ofs and recaps, so in January there shall always be the predictions and outlooks and trend guides for the new year.
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36% of Americans suffer from stolen packages
Data from C+R Research show that over a third of American shoppers have fallen victim to so-called ‘porch piracy’, in a trend which appears to be on the rise as ecommerce continues to require more and more deliveries to homes.
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Why customers will pay to have their expectations exceeded
47% of consumers would pay extra to have their expectations exceeded, according to new research.
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Shorter delivery times drive up emissions
Newly released data from Amazon and UPS highlight the impact of shorter delivery times on carbon emissions, analysts say.
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Delivery market ‘isn’t delivering’, says Citizens Advice
Charitable organisation Citizens Advice says delivery problems affect 59% of shoppers every year, costing consumers £85m. The body produced a report titled “The Market Which Isn’t Delivering”, which calls for the Competition and Markets Authority (CMA) to review the parcels market.
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