Due to COVID-19, eCommerce deliveries have skyrocketed, resulting in a three to five-year leapfrog in eCommerce growth and a 40% surge in new online shoppers. Consumer expectations have tightened around many aspects of last mile logistics, but not around speed of delivery. In a consumer survey, 60% percent of respondents felt that retailers deserved an extra 3-4 days for delivery.
The caveat — retailers need to make delivery promises they could keep. Nearly 9 in 10 shoppers (86%) said it’s important or very important for retailers to say when an item will arrive. They also want the estimated delivery date (EDD) for an item to be shown on the product page or in the shopping cart, with 75% saying that they are more likely to buy when this is the case.
In the video below, you’ll see a clip from a webinar hosted by NextGen Venture Partners. In the clip, leaders from UrbanStems, Ingram Micro, and Convey discuss how COVID-19 has disrupted eCommerce. Hear UrbanStems CEO, Seth Goldman, discuss how the fast-growing, flower delivery company was able to use communication to meet customer delivery expectations and improve customer feedback during COVID-19.
THE TRANSCRIPT FOLLOWS BELOW:
“I’m the CEO of UrbanStems. We are a DC and NYC based online flower company. We’ve been around for six years, and we started only in the DC and New York communities. And then about two years ago, started a next-day, nationwide program.
And it’s certainly been an interesting couple of months for our service. We actually recently partnered with Rob [Taylor] and the team [Convey] to make sure that we could better communicate with our customers around all the delays that are coming more than usual. That was a very timely partnership in light of what’s going on these days. And we’ve been thankful that our supply chain’s held up. It has certainly, behind the scenes, been a scramble.
I would say that I fully agree with Rob that the most important thing is they [Convey] brought communication with customers. When we’re communicating proactively, they [customers] have been very open to the delays. They’ve been far less hostile than I think they would be three months ago, even if it’s Mom’s birthday. These days, the consumer has become far more willing to listen if communication is good.”