Russ Bair, Chief Product Officer, Delivery Solutions delves into fulfillment models, last-mile strategies, and the persistent challenges facing retailers.
The Power of Orchestration
Paradigm shift in "Beyond the Cart" experiences
Reimagining fulfillment and last-mile strategies
USP: Omnichannel Capabilities
Consumer Experience in Motion
How have the dynamics of the delivery services landscape evolved, and do you observe a shift in retailers' perceptions, moving from viewing delivery services as cost-driven components to recognizing them as value-differentiating factors in the competitive retail environment?
In the current retail landscape, reimagining fulfillment and last-mile strategies has become essential for survival and success in a fiercely competitive market. With e-commerce volumes outpacing the capacity of delivery services, what fulfillment models and strategies are gaining traction among your clients, and what persistent challenges do retailers grapple with in this regard?
Third-party service providers have enabled scale and elastic supply for deliveries. These benefits come at the cost of brand reinforcement opportunities and control over the quality of the delivery experience. As demand increases and becomes more predictable, merchants increase their private fleet to maintain control over the customer experience. Utilizing orchestration to ensure the correct orders go to the right delivery channels is becoming a strategic capability.
Brand value has always been part and parcel of the retail equation. However, in the wake of same day delivery disruption, the rise of marketplaces, and the omnipresence of Amazon, several retailers were forced to put brand fundamentals on the shelf to participate and meet the new normal in consumer expectations. The COVID era further underlined consumers' importance on beyond-the-cart options concerning flexibility, choice, and control. With the evolution and availability of saas technology making it possible for retailers to create and control their own best-in-class solutions, brand integrity and ownership of the customer relationship were restored and could be maintained before, during, and after the delivery.
Impressions, click-throughs, and cart conversions are no longer the end goal; they're just the beginning of the fundamental lifetime value of a customer strategy. The industry has experienced a paradigm shift in "Beyond the Cart" experiences. The consumer expects retailers to keep them at the center of their post purchase experience, and retailers can harvest value from this relationship. In the context of any transaction, a great delivery experience is the final touchpoint retailers have with their consumers to nurture brand loyalty.
Impressions, click-throughs, and cart conversions are no longer the end goal; they're just the beginning of the fundamental lifetime value of a customer strategy. Today, consumer expects retailers to keep them at the center of their post purchase experience.
What sets Delivery Solutions apart in its approach to establishing a leadership position in the multifaceted third-party last-mile landscape? Could you provide insight into your ‘Unified Omnichannel Platform’? What are the key elements that are vital to thriving in this competitive market?
Delivery Solutions has been built to create innovative delivery technology solutions tailored for business growth, cost-efficiency, and exceptional consumer experiences. We accelerate composable commerce architectures by providing a single API connection to an extensive set of delivery providers and, more broadly, an essential collection of omnichannel services and capabilities.
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