Ep 198: Speed vs cost vs green with Chloë Thomas

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!