Article

Americo Congo
Americo Congo 30 March 2020

Retail Inconveniences Consumers Can’t Adapt To

The “death of retail” phrase is the dark cloud of the industry: empty stores and devastated shopping malls. The media and analyst are all talking about the death of retail. Everyone except the consumer. For the consumer, reality is rarely as black and white as it is sometimes painted.

In order for us to better understand our customers' future needs, we have studied the expectations, needs and trends by which the consumer of today is guided. This is the first post of seven in which we take a deep dive into what may be the world's most progressive industry.

Delivery and returns

With innovative logistics solutions and competitive third-party providers, the consumer is placing ever increasing demands on the distribution, in terms of both time and convenience. It's about creating a friction free experience. Here are the common instances consumers encounter with shipped items. 

1. Long delivery times

“I don't shop online. The delivery times are usually too long. I want to have the product right after making the decision.”

A long shipping window is your consumers’ kryptonite. Customers purchasing from an online store want their products delivered at a faster rate. Technology and competition in the market have allowed many players to shorten their shipping times considerably. The modern-day consumer has become accustomed to this and expects rapid deliveries. When these expectations are not met, the consumer loses patience, making an unlikely return.

2. A pain to pick up packages

“I usually don't shop online if it means that I’ll have to go pick it up.”

Picking up packages from the store may have been the norm in the past but times have changed. Customers today expect convenience and picking up packages feels like a complicated process that requires multiple steps. This causes the consumer to avoid shopping online for reasons of convenience. Smart delivery boxes let customers pick up the package at the location that's right for them. The products are bought online and picked up at a nearby store or box, or from a partner company.

3. Complex return process

“Returns are super annoying. I never order anything I may have to send back.“

There is somewhat of a disconnect when consumers buy products online. That’s why it’s common for products to have to be returned. However, the return process isn’t as easy as purchasing. It can be a multistep process that requires return forms and going to the post office. That's why some consumers are hesitant to buy the items on their online shopping cart.  

The new standard is to make the packaging resealable. Online retailers want to make it as easy for the customer to return a product as to order it. A return form is enclosed with the order and is easy to apply to your package.

Although what we presented does not cover everything going on in the logistics world, it does give you an inkling of where developments are heading. The delivery methods of the future are not necessarily just about being rapid or available. It's about consumer convenience. It's about adapting to their lifestyle and being present where they want you. The perfect delivery may not even be noticed.

For more retail inights download the full consumption behavior study hereand learn how to transform your customer experience.

Please login or register to add a comment.

Contribute Now!

Loving our articles? Do you have an insightful post that you want to shout about? Well, you've come to the right place! We are always looking for fresh Doughnuts to be a part of our community.

Popular Articles

See all
7 reasons why social media marketing is important for your business

7 reasons why social media marketing is important for your business

Social media is quickly becoming one of the most important aspects of digital marketing, which provides incredible benefits that help reach millions of customers worldwide. And if you are not applying this profitable...

Sharron Nelson
Sharron Nelson 6 February 2018
Read more
8 Digital Marketing Trends to Watch in 2023

8 Digital Marketing Trends to Watch in 2023

The internet has conditioned customers to demand instant gratification, and that’s only set to continue. In 2023, customers will expect a response time of just hours. No more sending an email and waiting days for a...

Azeem Adam
Azeem Adam 3 May 2022
Read more
The Impact of New Technology on Marketing

The Impact of New Technology on Marketing

Technology has impacted every part of our lives. From household chores to business disciplines and etiquette, there's a gadget or app for it. Marketing has changed dramatically over the years, but what is the...

Alex Lysak
Alex Lysak 22 September 2020
Read more
How to Encourage Customers to Post Photos about Your Brand

How to Encourage Customers to Post Photos about Your Brand

Visuals impact buyer behavior – there’s no doubt about it. But not just any visuals will have the impact you planned on your eCommerce marketing strategy. If the only images your customers see in relation to...

Luisana Cartay
Luisana Cartay 8 June 2016
Read more
14 Benefits of Good User Interface Design

14 Benefits of Good User Interface Design

The most effective User Interface (UI) Design is born from being a part of the wider User Experience (UX) process. While best practice solutions exist, they should never be blindly applied without careful...

Alaina Roberts DipM MCIM CM
Alaina Roberts DipM MCIM CM 19 July 2019
Read more