The paper, which was commissioned by CML, explores how retailers can use fulfilment and logistics to improve the experience of individual customers.
There is no doubt that the retail sector has seen huge changes in the way goods are delivered, returned and packed. As this evolution shows no sign of slowing, CML uses the whitepaper to investigate how retailers can use visibility of stock across the whole estate to serve customers better, make fulfilment services intrinsic to customer experience, and work with changing customer behaviour to drive sales.
According to the findings, close to 90% of respondents saw it as important to improve the delivery and fulfilment experience in 2017. 44.6% respondents also said they would like to gain an improved visibility of stock across the internet and for their customers. Such statistics divulge key details about the current requirements for businesses along the supply chain. Additionally, as customers’ expectations continue to increase as the market evolves, the whitepaper administers systems and processes that can be put in place to not only manage customer expectations, but exceed them.
Jane Smith, Business Development Manager at CML, said: “The retail landscape is continuously evolving and it continues to do so at pace. With footfall in store declining and ecommerce growing, retailers have had to adapt their methods of selling goods to suit the needs of consumers. This requires a dynamic and agile supply chain - one that delivers the retailer’s promise of brand and customer experience.
“In this whitepaper, we explored how retail fulfilment is adapting to these changes and emerging trends in ecommerce as a result of this shift in customer demand towards omnichannel shopping. The outcome of the whitepaper highlights the need for retailers to react to changes in consumer behaviour and use it as a catalyst for improving the overall customer experience.”
To read CML’s white paper please visit this page.