Just four months on from a Black Friday that grabbed the headlines for all the wrong reasons, it’s good to see how delivery service has improved strongly in recent months. Deliveries have gone from worst-ever to best-ever service performance in a matter of months, an IMRG report shows today. This is important because customers perceive delivery as a core part of etail performance, even if the responsibility for getting an order there on time falls to an entirely different industry. It also looks hopeful that Black Friday 2015 will be a very different experience, as traders watch and learn from last year’s events.
The story flags up how important suppliers are to the smooth functioning of ecommerce, a theme we return to in other stories today, where we report how M&Co has used personalisation to improve email conversion, and how suppliers are helping Great Little Trading Co. to improve its cross-channel service, and the restaurant group Carluccio’s to boost its digital image.
In today’s newsletter we also flag up our recent interview with Argos‘ Vikki Kirby on the strategy behind its mobile and cross-channel services, and we bring you a guest comment from Digital River’s Souheil Badran, on the key payments trends for 2015.
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Our research editors research and produce regular reports on pertinent ecommerce issues. The latest, on Conversion Rate Optimisation, comes from Liz Morrell who explains here why this is a must-read report. Click on the links too to download your free copies of the Seasonal Commerce Report and Customer Experience Report.
