We have heard of David vs. Goliath battles in different ways and forms.
But the battle between Amazon and Shopify is getting more interesting than the David vs. Goliath battles we heard about.
Last year, Amazon built a “buy with prime” option where merchants can sell their listed products with Amazon directly from their websites.
As a long-term retaliation to this battle, Shopify has recently expanded its delivery fulfillment efforts to help retailers compete against Amazon. This fight centers around who gives the best suitable options for retailers to get their delivery fulfillment right.
More than these recent tidbits of information, it’s necessary to know the importance of investing in delivery fulfillment if you’re a retail business. Let’s dive in now!
1. Making the best use of the growth in online demand
Digital buying, once considered a luxury for retail businesses to reach a few customers, has become a new horizon of opportunities.
Digital buyer penetration is moving to an all-time high in the US. A survey predicts that the share of digital buyer penetration is expected to increase to 80.4% by 2025 from 74.3% in 2021.
Another survey mentions that the retail e-commerce revenue in the US will exceed 1.7 trillion dollars. This was a considerable growth compared to e-commerce revenue in 2019, which was 552.1 billion dollars, the pre-covid times.
We can learn two things from these data insights. Firstly, the pandemic accelerated the growth of retail e-commerce. Secondly and most importantly, every retail business should be open to e-commerce and not consider it a sophisticated option. Retail businesses have started investing in delivery fulfillment to capitalize on this e-commerce growth and broaden their customer base.
2. Build brand loyalty with a superior customer experience
IKEA, Amazon, BigBasket, Le Bon Marché, Walmart, Costco, Target, Nike, Starbucks, and name any brand. All these businesses enjoy a massive customer base due to their customer experience.
Providing an exceptional customer experience is the goal of any business in delivery fulfillment. But it’s easier said than done. Suppose you’re a retailer involved in last-mile delivery fulfillment. You must ensure these five aspects to provide this exceptional customer experience – speed, convenience, consistency, friendliness, and a human element.
The quality of deliveries and the delivery experience speaks to your customers more than all your marketing efforts. When you consistently deliver the orders to customers at their preferred time and location and listen to their feedback, you build loyalty.. This is possible when you choose the correct delivery fulfillment partner and in-house team, decide resource mix, and invest in dispatch management software.
3. Improve scalability as demand increases
We discussed customer experience and its importance. But providing a superior customer experience changes from time to time.
A few decades ago, it was enough for customers to know the approximate delivery date a courier would reach them. But today, they want faster, cheaper, and flexible delivery services with live tracking experience and timely alerts on order fulfillment. When your customers like your deliveries and want more from you, it’s time you start focusing on scalability.
To scale your last-mile delivery successfully, you need to know what customers want.
The delivery location and special instructions
Customers want the flexibility to decide their delivery location and provide instructions. Like keeping it on the postal box, in-store, curbside, not ringing the bell, etc.
Delivery time slot and rescheduling options
Providing shoppers with multiple fulfillment options, personalized time slots, and friction free cancellations and returns will enhance customer experience and foster loyalty.
Scaling your deliveries effectively during peak season, holiday season, or regular days help you avoid any unnecessary delays.
Customers want on-time deliveries, and when you break that promise, they mostly move on to your competitors. To provide an exceptional delivery experience and multiply your revenues, it is necessary to invest in delivery fulfillment technology. One such technology is the dispatch management platform.
Scalability + Superior Customer experience + Profitability = Dispatch management platform
The best way to obtain scalability, superior customer experience, and high profits in delivery fulfillment is by investing in a dispatch management platform. By using a dispatch management platform, you can easily manage the time-slot options of customers and allocate the fleet accordingly.
Similarly, it provides options to customers for rescheduling their deliveries even after dispatch and provides feedback on previous deliveries. This improves flexibility and wins more trust from your customers.
Beyond all this, its live tracking pages and timely alerts help your customer know the status of their order and ensure they are present to receive them. This avoids failed deliveries and minimizes reattempted deliveries.
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