David Saenz, Chief Operating Officer, Stuart Delivery
Retailers have taken a hit this year, with sales falling, and even giants such as Apple recording a slowdown in sales. The challenges that they are faced with – such as e-commerce competition – means the high street has to innovate quicker than ever. While websites have evolved to compete with the likes of Amazon, with beautifully designed UX and UI and seamless customer journeys, it is the checkout experience which still has room for innovation. Studies have shown that 62 per cent of online shoppers would pay a premium for same-day delivery from their favourite retailer, 72 per cent would buy more from their favourite high-street retailer if they offered same-day delivery, and – most importantly perhaps – 79 per cent of shoppers (and 82 per cent of Londoners) would switch from their favourite high-street retailer if they didn’t offer their preferred delivery method. This means that offering delivery options that customers desire and expect is a key necessity in every retailer’s last-mile strategy.
Returns are also a core part of this issue, with their cost estimated at £60billion every year for UK retailers. By innovating the offering here, retailers could allow their customers to book same-day or next-day collection slots, meaning the items are back on the shelf within a short time frame, the customers are satisfied with the service, and the overall experience is beneficial to both parties. Flexibility and speed are thus two of the differentiators within this fast-evolving space, allowing retailers to set themselves apart from the competition.
Delivery has without a doubt become a consumer priority. Customers want faster, more convenient and more flexible delivery; retailers want to make their end-customers happy and want to come to terms with the new regulations around sustainability and urban logistics. With players such as Amazon and Deliveroo, the prospect of competing with these may seem daunting, but by outsourcing logistics to delivery specialists, retailers large and small can compete in the on-demand, next-day delivery space.
This is why giving companies the tools to do so efficiently, effectively and in a sustainable manner is Stuart Delivery’s goal. A bike-only offering, as used by Nespresso with its Fast & Green option, allows companies to embrace the sustainable angle. Our work with Zalando, to allow end-customers to book a 15-minute collection slot to return items, has enabled the company to speed up its return operations. And a same-hour grocery service such as Ocado Zoom allows end-customers to experience the speed of on-demand delivery in the grocery sector. Empowering companies, and allowing them to own their end-customers and data, enables them to focus on what they do best, while we take care of our own area of specialisation: delivery.
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