Online retailers use a combination of marketing strategy and innovation to win over customers and convert a search into a sale. However, as most top-performing e-commerce businesses know, the delivery of a joined-up logistical process is vital in keeping those customers. Quite simply, customers who have a great fulfilment and delivery experience are more likely to remain loyal and make repeat purchases.
The key trend in 2019 was doing the basics well, with a frictionless customer journey and fast delivery. This trend will continue into 2020, but as we enter the new decade, retailers also need to think of the environmental and social impacts so not only “do it well” but “do it good”.
In 2020 Britons are expected to spend over £175bn online. The challenge to retailers is to win and then retain a share of this pie. But how do you keep up with increasing customer expectations and industry-led innovations?