There is a theory that loyal customers are borne from reliable and efficient retailers, who do what they say they’re going to do, when they say they’re going to do it.
From the moment the “Buy” button is pushed, the destiny of future relationships between a retailer and its customer will start to take shape. The steps that retailers take within that first mile, whether they be related to the fulfilment options they offer, the clarity of their communications, or the efficacy of delivery are all integral to driving customer loyalty.
To explore this theory further, we invited recommended partner Manhattan Associates to host a closed group of retailers from a range of sectors – including health and beauty, DIY, electronics, stationary, beverages and cosmetics – to share how they use their online delivery proposition to excite and delight customers.
Half of the group were pure players, whilst the other half also had successful store operations, giving a good range of perspective. This report summarises the discussion and advice from the group.
Visible data can power everything – whether that be customer facing, or internal processes – all physical processes can be wrapped around data. You can’t manage what you can’t measure.