Free vs Green vs Fast with Chloë Thomas (eCommerce MasterPlan)

Free vs Green vs Fast with Chloë Thomas (eCommerce MasterPlan)

Author, podcast host, and host of the eCommerce MasterPlan podcast Chloë Thomas returns to talk about e-commerce delivery from a retailer and customer perspective. We cover:

  • Speed vs cost vs green
  • Giving customers what they want… and paying for it!
  • Changing consumer expectations thanks to That Virus
  • Will customers still want fast delivery? Or will it depend on the product category?
  • Customers switching to online purchasing – and post-pandemic buying habits
  • Consumer backlash – customer service at e-commerce retailers being overwhelmed by complaints (which are often delivery-related)
  • Communicating with customers and using interactive delivery management (IDM) to allow customers to manage their deliveries
  • Best practice in in-flight communications
  • Pro-active post-purchase communications with customers
    • Reducing customer complaints
    • Reducing returns
  • Do retailers think they have to compete with Amazon?
  • Retailers’ awareness of the environmental impact of e-commerce delivery – including packaging and returns
  • Consolidating e-commerce deliveries (e.g. Amazon Day)
  • Green delivery slots – and nudge behaviour
  • Alternative delivery modes (e.g. parcel lockers, deliver to neighbour, safe place)
  • Dealing with returns
  • How the pandemic is changing e-commerce returns
  • Chlöe’s bold predictions for the future of e-commerce!

Listen to the podcast by clicking on the play button on the audio player above (may take a few seconds to load and start playing). You can also listen (and subscribe) to the podcast via Google Podcasts, iTunes, and Spotify.

Brought to you by:

The Postal Hub Podcast is the weekly podcast for the global postal and delivery sectors. For more information, visit the Postal Hub Podcast website at thepostalhub.com.

Follow the Postal Hub on Twitter and LinkedIn.

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