The 2016 holiday season demonstrated how a steep increase in eCommerce orders can lead to retailers and carriers scrambling to fulfill orders to delight shoppers. Over the course of the season, 11% of shoppers experienced an issue. The week before Christmas, that number nearly doubled as 1 in 5 shoppers received their package late.
2016 has been a tremendous year for Convey, since our official debut of our new brand in May, we have continued to disrupt the delivery space and make a difference in the post-purchase experiences our clients are able to offer. We wanted to share some of our recent milestones as we prepare for another great year in 2017.
As we enter the home stretch of the holiday season, Convey has been keeping an eye on delivery trends over the last four weeks, since the season’s official kickoff on Thanksgiving. Recent news indicates a disappointment in the customer delivery experience as eCommerce orders rose above traditional levels, yet carriers and retailers struggled to keep up.
Not all is lost however, here are some steps retailers and shoppers can take to curb expectations and prevent disappointment in the final days of holiday shopping.
Last week we shared insights gleaned from shopper feedback on how retailers performed with regards to shipping over the holiday weekend. This week we wanted to revisit this data, including the record-breaking Cyber Monday sales, to investigate how well shopper feedback aligned to carrier-reported shipping issues.
Heading into the holiday weekend spirits were high, and for good reason, according to the National Retail Federation (NRF) 154 million people made purchases over the extended holiday weekend, up from 151 million a year ago. The standout statistic was the record-breaking online sales as shoppers scoped out deals online. The survey found that 43.8% of consumers shopped online during the four-day span while store traffic dropped 3.7% from last year. Increasing online sales mean increased pressure for logistics teams to perform.
The clock is quickly ticking away to the holidays and simultaneously consumers are making their shopping lists and preparing their wallets for the festive season ahead. As we have already seen this year, consumers’ omnichannel needs will continue to drive retailers’ agendas especially when it comes to delivery.
Engage allows retailers to create the proactive delivery experiences shoppers demand, while delivering the operational efficiency retailers need this holiday season
AUSTIN, Texas–(BUSINESS WIRE)–Convey, providers of the first enterprise platform focused exclusively on the end-to-end customer delivery experience, today announced the launch of its Engage product, an all-in-one logistics command center for managing in-transit shipments.
Shop.org’s Retail’s Digital Summit is quickly approaching! On Sept. 26-28, more than 5,000 retail professionals will gather in Dallas, Texas, to discuss what lies ahead for the industry this holiday season. While retailers have been preparing for 2016’s season since the end of 2015, the Summit is the “ready, set, go!” alarm for all.
This year’s Summit will be a great place to ensure all of your items are crossed off on your preparation checklist, discover new ideas, gain actionable takeaways and build relationships with the innovative players in the digital retail world. While Shop.org has put together a high-energy agenda, here are the sessions we are most excited about for this year’s Summit:
For retailers, delivery is more than just a single touchpoint in which to engage with the consumer, it is a complete cycle that encompasses a retailer’s entire organization from its supply chain department to the consumer-facing side of the company — in this case the consumer’s front doorstep.