Ep 198: Speed vs cost vs green with Chloë Thomas

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By Ian Kerr and Postal Hub Podcast. Discovered by Player FM and our community — copyright is owned by the publisher, not Player FM, and audio is streamed directly from their servers. Hit the Subscribe button to track updates in Player FM, or paste the feed URL into other podcast apps.

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!

229 episodes