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CML Thought Leadership: 6 steps to successfully deliver omnichannel retail fulfilment

The rise of e-commerce and increasingly complex customer demands have created a dramatic shift in the way that we choose to shop. Customers want to be… View Article

RETAIL SOLUTIONS

CML Thought Leadership: 6 steps to successfully deliver omnichannel retail fulfilment

The rise of e-commerce and increasingly complex customer demands have created a dramatic shift in the way that we choose to shop. Customers want to be able to purchase and return items in the way that is most convenient to them, whether this is online or in person, and services such as next day delivery and collect from store are now expected.

As far as consumers are concerned, they’re buying from a single retailer and each of these channels are one in the same. If retailers want to stay ahead of the game and continue to meet customer expectations, they should treat their multiple channels in the same way too. For businesses, this means that those who fail to invest in omnichannel fulfilment will be quickly left behind by consumers in favour of easier and more convenient options.

Despite the many advantages that omnichannel retail brings, high return rates for online orders and the associated cost, plus potential delays in fulfilment and pick errors, mean that it can often prove to be a drain on profits for retailers when not properly implemented. To avoid this, it’s important that businesses take a close look at their operations to ensure the highest levels of efficiency across the network, allowing them to minimise the impact of these events on their bottom line.

CUSTOMER EXPERIENCE COMES FIRST

One of the fastest ways to create dissatisfied customers is to over-promise and underdeliver when it comes to products or services. Omnichannel fulfilment is becoming increasingly important for retailers, but businesses need to be fully prepared and have realistic expectations about what they are able to deliver to avoid creating a disappointing experience for customers.

Read the complete thought leadership piece here.

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Omnichannel Futures Conference 2020
Omnichannel Futures Conference 2020
5 February 2020
Cavendish Conference Centre, 22 Duchess Mews, London WG1 9DT
A truly omnichannel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy
Future of Retail Marketing 2020
Future of Retail Marketing 2020
9 June 2020
Hallam Conference Centre, 44 Hallam St, London W1W 6JJ
The Future of Retail Marketing for Customer Engagement
The HR Summit 2020
The HR Summit 2020
1 October 2020
Hallam Conference Centre, London W1W 6JJ
Company values, collaboration with employees and driving a major HR transformation to create a truly omnichannel experience, need to be at the heart of the organisation's culture and brand
AI in Retail Conference 2019
AI in Retail Conference 2019
14 October 2020
Hallam Conference Center, 44 Hallam Street, London W1W 6JJ
CONFERENCE AIMED AT RETAILERS WORKING IN MARKETING, IT, DIGITAL, DATA AND TECHNOLOGY