Closing the Gap on Customer Delivery & Returns experiences

What you’ll get from this 'Close the Gap' webinar:
• Top 5 insights from the latest research on what consumers expect from delivery and returns
• What a ‘best-practice’ delivery & returns experience looks like
• Practical and affordable ways to solve the problem
• Seeing this in practice

Online shopping is on the rise and will remain this way post-COVID as shoppers continue to buy on marketplaces and retailer websites to satisfy demand. In fact, the Office of National Statistics have revised their forecasts from 20% to a forecast of 30% year-on-year growth as online sales rocket thanks to the Pandemic and the permanent change it has had on shopping habits. But as the size of the eCommerce pie (and competition) gets bigger, so, too, do the demands and expectations of the online shopper. Yet, the latest consumer research tells us that retailers still have a long way to go to close the gap between what consumers expect from delivery and returns – and, what they actually experience.

With one in two consumers saying they have abandoned a purchase at checkout because they didn’t find a delivery option to suit them and more than 59% saying they would not buy from a retailer again after a bad returns experience, it’s vital that retailers close the gap on the delivery and returns experience or get left behind. The problem gets bigger as customers expect the experience to be consistent, regardless of whether they are buying your products direct from your website or via a marketplace.

But how? How can smaller retailers Close the Gap and give consumers a best-in-class delivery and returns experience when they are up against the larger brands?

Speakers:
Bobbie Ttooulis, Group Marketing Director for GFS
Phil Bradley-Smith, Technology Specialist for GFS
Chris Dawson, Tamebay