A new report from logistics software firm nShift suggests some retailers may have missed sales opportunities over the summer due to shortcomings in their omnichannel and delivery experiences. As the crucial holiday shopping period approaches, experts say lessons must be applied to maximize performance.
The study found mastering seamless online and in-store integration, along with a unified view of delivery data across systems, will be critical to competing for bargain hunters during major sales bonanzas like Black Friday. Additionally, optimizing the post-purchase journey is key to building loyalty and repeat business.
Poor shipping experiences were cited as a major detractor, with 85% of digital buyers claiming they would avoid retailers with delivery issues. But high demand periods often expose scaling challenges. International expansion is also a must as more shoppers expect global purchase options.
nShift VP Sean Sherwin-Smith commented that retailers frequently overlook delivery’s importance in boosting metrics like revenue and operations. A connected experience from checkout to doorstep unlocks customer retention and satisfaction, he said.
The report outlines how nShift’s delivery and experience management platform, with thousand-plus carrier connections and shopper-facing apps, can help bring logistics and front-end functions together. This, experts say, is vital for fully capitalizing on the lucrative final months of the year when the bulk of profits are made.
As peak season approaches, retailers are urged to reflect critically on summer performance in order to make omnichannel and shipping preparations reflective of evolving consumer demands.
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