Today’s digital shopper expects more from retailers: fulfillment solutions like click & collect; same-day delivery; free shipping; hassle-free returns. While it has been difficult for retailers to meet these expectations, the growing popularity of e-commerce has only compounded matters as many organizations lack the maturity to support the volume of customer activity and the variety of their fulfillment needs—all while maintaining profitability.
Unfortunately, the implications reach far beyond cost. Without proper planning and resources, the shift to digital also runs the risk of degrading the customer experience. For some retailers, a poorly executed digital strategy has triggered an erosion of a brand that took decades or longer to build.
As retailers operate in this increasingly digital world, many have a need to transform the supply chain to both increase e-commerce profitability and also enable a strong, consistent customer experience. In this paper, we discuss how and where organizations can focus their efforts across the value chain in order to eliminate waste and redundancy, build affinity and loyalty and drive growth.