Delivery is the new loyalty and retailers need to ensure that they embrace the opportunities it offers if they want to win customers, according to Sacha Williams, global development director at Metapack Group.
“We are in the convenience era where customers can choose and be able to control the whole delivery process,” he said, speaking at the InternetRetailing Conference last week. “Customer expectations around delivery have transformed. If you can execute delivery consistently across all options that you offer the customer that will drive loyalty,” he said.
And that is particularly important for retailers expanding internationally, said Williams. He said that when expanding globally a multi-carrier option was vital to being able to deliver to customers. “If you are serious about international you do have to have a multi-carrier strategy at the heart of it. Trying to do it any other way is just not practical these days. Improving delivery options will improve loyalty,” he said.
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