Next-Day Delivery and Same-Day Delivery

Excellent summary of the delivery experience for online retailers

Retailing: From A to Z by Joel Evans

Next-day delivery and same-day delivery are hot shipping topics. And they impact shopping. Their use will grow for the foreseeable future.

Background

For a long time, buyers knew mail and deliveries would take days or weeks. In fact, the U.S. Postal Service dates to 1775! Ben Franklin was the first Postmaster General. Due to limited shipping options, mail and package delivery were slow.

In the past 110 years, the USPS has gained a lot of competition. Two of the best-known private delivery firms are UPS and Fed Ex. UPS started in 1907, Fed Ex in 1971.

In 1964, Xerox introduced LDX (Long Distance Xerography). This was the first “commercial” fax machine. It worked over phones. Fax use soared with the development of faster-speed modems. Today, faxes are largely replaced by E-mail, texts, and other online formats.

In terms of package delivery, three trends dominate. (1) Higher-speed shipping modes exist. (2)Other…

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Great Post-Purchase Communication Is Essential

With more choice and decreasing loyalty, it seems that post purchase communication is the area that is still not saturated

Retailing: From A to Z by Joel Evans

Post-purchase communication is a key to continued customer patronage as well as to long-term brand loyalty. Poor follow-up can be quite detrimental to customer relationships. So, how can we do better?

Alexandra Sheehan, writing for Shopify, offers several observations and tips to enhance post-purchase communication:

“Post-purchase communication is an essential facet of any marketing and customer retention strategy. 50% of consumers feel buyer’s remorse after a purchase; so this is your opportunity to help rationalize the purchase and ease their worries. Focusing on and building relationships with your existing customers is a cost-effective way to boost sales. Acquiring new customers costs five times as much as it costs to retain existing customers. A new customer is 5%–20% likely to make a purchase, while existing customers are 60%–70%. Increasing customer retention rates by 5% leads to an increase in profits of at least 25%.”

“Effective post-purchase communications contribute to higher…

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Assessing The Damage Of ‘The Amazon Effect’

Steve Dennis on the Amazon phenomenon – a deep dive into a topic where few people are asking any question

Steve Dennis

Since I anticipate being labeled a Luddite, a Socialist and a hypocrite by some, let me acknowledge that I firmly believe that Amazon has done a lot of good for consumers by expanding choice, making shopping far more convenient and by delivering extraordinary product value. I recognize that many retailers were long overdue for a swift kick in their strategy. I also remain a very good and loyal Amazon customer. And I anticipate that the Whole Foods acquisition will ultimately result in lower prices, an enhanced shopping experience and maybe even improve the availability of more healthful food options. These are all good things.

Yet, we can’t–and shouldn’t–ignore the profound effect that Amazon is having on just about every corner of the retail world they set their sights on. Amazon is the proverbial 800-pound gorilla. Their entry into a market segment reshapes shopping dynamics, upsets the supply chain and exerts tremendous…

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