Beyond ‘In Stock’: How fulfilment services can deliver the memorable experiences customers expect

Customers are increasingly likely to order online rather than buy items on the high street, more likely to shop around with the help of Google and Bing, and more likely to order multiple items before returning those they don’t want. Customers are demanding and expect to shop on their own terms. Retailers need to support this behaviour at the same time as differentiating themselves from competitors.

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Agile, flexible, scalable fulfilment operations

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In this whitepaper, produced in partnership with Core Management Logistics (CML), we explore the link between fulfilment and the customer experience and focus on the ways retailers can use fulfilment and logistics to improve the experience of their individual customers. Three main areas are considered:

  • A single view of stock: how retailers can use visibility of stock across the whole estate to serve customers better
  • Flexible and bespoke: how retailers can make fulfilment services intrinsic to the customer experience
  • The home as showroom/the bedroom as changing room: how retailers can work with changing customer behaviour to drive sales

Some key findings from our research:

  • 54.2% wanted more effective returns processing and management
  • 44.6% wanted improved stock visibility across the internet and retail stock for the consumer
  • 39.8% wanted increased agility in responding to retail spikes and volume fluctuations
  • 32.5% wanted more flexibility in pre-retailing/value-added services such as ticketing, repricing, quality control, etc.
  • 28.9% wanted improved supply chain systems integration with enterprise software

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