When dealing with the “complex” issue of deliveries, retailers must communicate with customers to manage their expectations, according to Monsoon Accessorize supply chain director Dawn Pine.
In order to limit the damage of delivery delays, which affected many retailers across the UK after Black Friday on November 28 last year, retailers must be transparent with shoppers, Pine said.
“Deliveries at the best of times are a tricky and complex issue. The key is managing customer expectations; you have to communicate with them and let them know what’s going on every step of the way,” she added, speaking at Retail Week Live on Thursday.
Pine said Amazon was pushing the boundaries of customer expectations and the younger generation is driving the change.
“Amazon is setting the bar. We have extended our cut off time for next day delivery to 10pm and introduced Saturday and Sunday delivery, but customers always want more and it’s the youngsters driving that. They want what they want when they want it and we have a huge opportunity to meet that demand.”
She also suggested retailers should push delivery companies to invest in new technology.
“Large retailers have a lot of power over couriers. We have to push them to provide more technology. A good delivery carrier can be up to double the price of others, but it’s worth it; they are representing your business.”