E-commerce is no longer an increasingly popular trend, but has established itself as the shoppers tool of choice. A recent survey shows that 54% of shoppers buy online on a weekly or monthly basis. And while this is amazing, convenient, and amazingly convenient for the consumer, brick-and-mortar retailers with low or no online presence are resulting to last ditch measures to survive, or just not surviving.
Even the Hudson Bay Company, who is celebrating their 347th birthday this year, is struggling. They just announced that they would be laying off at least 2000 retail employees in an effort to relocate spending on the online shopping experience. Small and large retailers alike who are creating or improving their websites are still struggling vis-à-vis e-commerce super companies like Amazon. Not only has Amazon improved the way products can be searched for and viewed, but they’ve also taken drastic steps in ensuring that products get to customers in a timely and safe fashion. Implementations such as Amazon Prime and drone deliveries have been received amazingly well by the public.
This is evidence that the online shopping experience doesn’t just end at checkout. It includes deliveries, which companies of all sizes have trouble completely controlling since their products are transferred to a third party. Canada Post studies show that 34% of individuals who shop online and have a bad delivery experience will not shop from that retailer again, even if that part of the shopping experience is completely out of their hands. New customer centric delivery services, such as BoxKnight, ensure that the more agile and user-friendly shopping experiences like that that the Bay has invested so much in are not wasted the second packages leave the warehouse.
Even Walmart has hopped on the bandwagon that is alternative delivery solutions. Their employees can now sign up to make deliveries on their routes home after work. This too will prove difficult when many other companies decide to do the same thing. Their platforms not being agnostic, customers will be forced to download dozens of apps so that they can have their packages delivered by different retailers.
This is however proof of the increasing need for a more customer centric delivery experience. Customers, and finally retailers, are realizing that a good delivery means recurring sales.