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Editorial: Improving the customer experience


How do you decide exactly what customers want? Do they want fast? Do they want free? It’s the question that retailers – and their delivery partners – constantly battle with. A new report in the last week suggests that free isn’t necessarily the expectation but that once spend or delivery costs go beyond a certain limit then that becomes less the case.
In our opinion piece this week meanwhile NetDespatch co CEO Matt Robertson asks whether there is really a demand for ultra fast deliveries such as those that promise goods in 30 minutes. Rather than listen to the hype he says instead to listen to what your customers want – top of which is a great delivery experience rather than just a fast one.

An improved customer experience is the focus for two suppliers in the news this week. Firstly Parcelforce Worldwide has announced new digital tools to keep customers better informed as to where their parcels are and to allow them better control over delivery preferences should they not be in.

For those that aren’t in however CollectPlus has revealed a revamp of its website to provide a better user experience for its customers. The company also revealed that it has now passed its 100 millionth parcel milestone.

Finally this week we have news of a new marketplace portal for warehouse space which has just launched. A resource that is likely to be particularly of interest as retailers approach peak the service is free for those retailers looking for additional warehouse space.

Image credit: Fotolia

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