This November, The Retail Hive invited Metapack to lead a boardroom discussion with Hive Members interested in understanding how best to deliver to their customer expectations during the upcoming double Peak period – Black Friday and Christmas 2020.
It was a really interesting discussion with some reoccurring themes around agility, flexibility and optimising the post-purchase experience to ensure retailers are providing great communication to the end customer. Members were keen to try and understand strategies and tactics for keeping their customer experience at an optimum level whilst experiencing increased volumes, and shared best practices for delivery and carrier solutions throughout the impending tiered lockdown trading environment.
This report contains the contingencies suggested by the group to remain agile, outlines the challenges with carriers and returns, delivering on the Christmas promise and finishes with the key takeaways.
Being agile is key in this environment which will undoubtedly require some fairly short, sharp reactions over the next few weeks. Those that are able to keep connected with their consumers will win, but also those that are able to respond in real time.