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
Marketing Emails vs Newsletters: What’s the Difference?

Marketing Emails vs Newsletters: What’s the Difference?

If anyone can clarify the difference between marketing emails and newsletters, it’s Alexander Melone, co-founder of San Francisco-based email marketing agency CodeCrew. But, as we’re about to find out, the distinction...

Alex Melone
Alex Melone 14 November 2023
Read more
10 Factors that Influence Customer Buying Behaviour Online

10 Factors that Influence Customer Buying Behaviour Online

Now is an era where customers take the center stags influencing business strategies across industries. No business can afford to overlook factors that could either break the customer experience or even pose a risk of...

Edward Roesch
Edward Roesch 4 June 2018
Read more
How to Review a Website — A Guide for Beginners

How to Review a Website — A Guide for Beginners

Whether you're a startup or an established business, the company website is an essential element of your digital marketing strategy. The most effective sites are continually nurtured and developed in line with...

Digital Doughnut Contributor
Digital Doughnut Contributor 7 January 2020
Read more
Customer-Centric Marketing: The Heartbeat of Modern UK Retail

Customer-Centric Marketing: The Heartbeat of Modern UK Retail

The UK retail scene, with its diverse offerings from luxe brands to quaint local stores, is witnessing a paradigm shift: The rise of customer-centric marketing. This isn’t just about selling; it’s about understanding,...

Andrew Addison
Andrew Addison 21 November 2023
Read more
Best Practices for Effective Dashboard Design

Best Practices for Effective Dashboard Design

In the age of data-driven operations, dashboards have emerged as an essential tool for businesses. They serve as a gateway to data, enabling users to monitor, analyze, and visually represent vital performance...

Ravi Shukla
Ravi Shukla 17 November 2023
Read more