Welcome to the latest of our IREU Dimension Reports, where our theme is Operations & Logistics.
It’s an aspect of RetailCraft that has become progressively more important over recent years. This is because, with so many customers now making online orders, fulfilment has become a key part of the customer experience. If retailers get this wrong, it may not matter what else they get right during a transaction. In addition, with the rise in the number of brands selling direct and in the number of innovative pureplays, there is more competition out there than ever, further increasing the pressure on traditional retailers.
The good news here is that retailers are rising to the challenges within this Dimension. RetailX research reveals that more businesses than ever are offering not just click-and-collect services, but experimenting with next-day and same-day delivery services. This trend will only deepen in the years ahead as competition – both between retailers and between logistics companies trying to win business – raises overall standards.
We will explore this theme again in a second Dimension Report later this year. This will enable us to share some of the latest RetailX research, especially important when it comes to a Dimension where the pace of change is so relentless.