This article was based on the interview with Craig Moore of Körber Supply Chain by Greg Kihlström, Digital Transformation keynote speaker for The Agile Brand with Greg Kihlström podcast. Listen to the original episode here:
Customer expectations drive retail success. In our ever-evolving retail landscape, meeting and exceeding customer expectations is crucial for the success of any brand or retailer. With the rise of social media and the omnichannel consumer, customers now expect seamless and efficient shopping experiences, with the ability to receive products quickly and easily.
One of the key factors driving customer expectations is the demand for fast and reliable shipping. According to Körber supply chain software, 77% of shoppers will write off a brand after experiencing shipping delays. This highlights the importance of a great supply chain strategy in keeping customers satisfied and loyal. Retailers must prioritize efficient logistics and delivery processes to meet these expectations and retain customers.
In order to keep pace with customer expectations, retailers are turning to sophisticated solutions like Order Management Software (OMS). OMS helps retailers streamline their order fulfillment processes, manage inventory effectively, and provide customers with real-time visibility into their orders. By implementing OMS, retailers can improve their operational efficiency, reduce shipping delays, and enhance the overall customer experience.
However, many retailers are facing challenges in mitigating these issues and meeting customer expectations. The traditional retail model of brick-and-mortar stores is being disrupted by the rise of online shopping and changing consumer behaviors. Retailers must adapt to these changes and embrace new technologies and strategies to stay competitive in the market.
Despite these challenges, some retailers have successfully navigated the shift towards omni-channel retailing and have excelled in meeting customer expectations. By understanding and anticipating customer needs, investing in technology, and focusing on delivering exceptional customer experiences, these retailers have been able to differentiate themselves in a crowded market and drive success.
Customer expectations play a crucial role in shaping the success of retail brands. By prioritizing efficient logistics, embracing technology, and focusing on delivering exceptional customer experiences, retailers can meet and exceed customer expectations, build loyalty, and drive growth in today’s competitive retail landscape.
