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While online shopping continues to grow at an exponential rate, there are some bumps in the virtual road. According to a new survey, “The Everyday Essentials of Successful eCommerce Fulfillment,” by Radial, over a third of global online shoppers, 39.7%, report challenges receiving their online orders and that issues tied to cost and speed were the biggest factors impacting satisfaction. Notably, Millennials who grew up during the age of eCommerce, surveyed more critically than older shoppers who may still consider online retail a luxury. Across all regions, respondents reported more than a 12% disparity in satisfaction between 18-24 year olds and those individuals older than 55. “Fulfillment is one of the biggest elements impacting customer experience today but unfortunately many businesses still approach it as an afterthought,” said Sean McCartney, executive vice president of Operations Services, Radial. “To execute a successful door-to-door strategy, companies must shift their mindset to be channel agnostic, offer seamless execution and real-time communication across any commerce medium,” added McCartney. “It is essential to create a solid foundation through an integrated eCommerce framework that taps resources like artificial intelligence and machine learning to optimize delivery processes and deliver savings straight to the consumer.” With affordability and speed as a reoccurring theme across all aspects of the fulfillment cycle, it’s clear that retailers must take steps to ensure these offerings are not compromised as they build out their larger strategy. Things like environmentally-friendly packaging and location customization serve as nice-to-haves but should only be considered as supplementary benefits. The study explored a variety of elements that impact the delivery process, including cost, location, communications and more. Highlights from the study, include: In the United States, 33.5% of 18-24-year-olds reported frustration that it took too long to receive their online orders. This same group contended, at 20.6%, […]
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