Ahead of this year’s InternetRetailing Expo (IRX 2018) and Delivery Expo (EDX 2018), Tim Stevens, operations and logistics manager of findmeagift.com spoke to InternetRetailing on leveraging delivery around customers’ expectations, and what future trends retailers’ need to watch out for to stay ahead of competition.
IR: At IRX 2018, you will be considering some of the key conundrums concerning customers’ expectations around delivery in 2020. What should retailers be doing now to be fully-equipped in the future?
TS: Work with your current supplier to investigate their future plans/resources and consider what could be achieved working together. Third-party fulfilment solutions holding stock regionally to enable same-day delivery would be the straightforward solution but comes with its own issues – having to hold greater quantities of stock or spreading your stock thinly across a network resulting in greater stock exposure.
I’d also recommend being more creative with delivery options for customers, ask yourself if you need to compete this way. Do all your products suit same day delivery? What other solutions/innovations can you come up with to add value to the customer’s journey? I also think that it’s crucial to do your market research, check out your competition and create an action plan based on your findings that will form part of your business strategy for 2020 and beyond.
ED: What would be the one piece of advice you give to retailers looking to adopt drone delivery?
TS: Don’t!!!! In all seriousness, if this is a supply route you are considering, then you need to make sure you fully understand and comply with legislation. Flying your product around a big city, for example, will be filled with many areas of exposure to risk. The cost of non-compliance hasn’t been tested yet, and no-one wants to find out that the hard way!
We at findmeagift.com are looking into all options for the final mile delivery, and this is on our radar. I predict the pace of technology today; we will see this type of final mile delivery in less than two years.
ED: In your view, what’s the most important upcoming trend in multichannel/ecommerce that is set to change the way we shop – and sell? Why do you think this is so important?
TS: There are numerous trends that will affect how we shop, but for me, I feel the most important is mobile shopping. Shopping on mobile devices will reach 80% by the end of 2018 and companies are going to need to ensure their sites are optimised for mobile and are able to compete with the demand.
Findmeagift.com prides itself on being optimised for mobile shopping and with one of the fastest sites in the UK we have already put ourselves in a really good position, ensuring our customers get the best service, whatever technology they choose to purchase on.
ED: What are you most looking forward to at IRX (beyond your own presentation)?
TS: It’s going to be an excellent opportunity to network and meet with like-minded people, check out the competition and find out how we can make what we do even better!
