Don’t let chaotic fulfilment leave your customers frustrated
Jasmine Birtles of MoneyMagpie and Marin Bysh CEO and Founder of Huboo have teamed up to present a new Huboo consumer report. The report released today reveals that the majority of consumers think many retailers have more work to do.
The report has caught the media’s attention due to the exceptionally high consumer demand this year, with more consumers choosing to shop online than ever before.
Almost all (85%) of consumers have bought Christmas presents online this year, citing speed of delivery and the appeal of doing shopping in their own time as the two key reasons; good news for eCommerce retailers.
However, more than half of consumers (54%) have had a bad delivery experience with parcels arriving late or even damaged. The maximum most people are willing to wait for a product is four days, with 14% expecting it within 48 hours. As a direct result, nearly a third (28%) of consumers have decided to not buy from that company again, regardless of the fact of the bad delivery was not directly their fault.
In fact, half (52%) of consumers think that high street retailers were not doing enough to compete with online pre the pandemic. The same number (52%) think that retailers need to do more in terms of dealing with delivery workarounds during the pandemic. Additionally, 54% would spend more with smaller, independent retailers and businesses if they were more convenient and offered quicker delivery.
Clearly this situation presents significant challenges for businesses aiming to satisfy customer demands. Jasmine Birtles and Martin Bysh offer their advice.
“Consumers have become accustomed to the quick turnaround of products that many dedicated eCommerce retailers have perfected. Sadly quite a lot of smaller, independent retailers aren’t living up to this consumer expectation. They need to get to grips with a solution – and get to grips quickly – in order to keep customers happy and coming back for more.” – Jasmine Birtles, consumer champion and founder of moneymagpie.com
Having witnessed this change first hand, Martin adds;
“This year has fuelled online shopping staggeringly fast. With high street retailers forced to shut their physical shops online orders naturally spiked, and with little warning. Thousands of retailers – from the big brands down to the independents and start-ups – simply don’t have the infrastructure in place to fulfil the volume of orders they are receiving, quickly. Consumers were willing to be patient during the first months of the pandemic, but that goodwill is wearing thin.” – Martin Bysh, Huboo’s CEO and Founder
Historically SMBs have been woefully underserved by ecommerce fulfilment providers and forced to go it alone or select fulfilment options designed for much larger retailers. By creating an offering that is accessible to all retailers, including independent businesses, small eCommerce providers and even startup D2C brands, Huboo has defined a new category within UK fulfilment estimated to be worth approximately £1bn annually. Within this category, Huboo is now second only to Amazon.
“The growth of online shopping has led to a boom in demand for third party logistics solutions. They’re the quickest and cheapest solution for eCommerce and high street retailers looking to grow or diversify with both large scale requirements or even to extend a specific range or channel, as well as move to target direct-to-consumer.” – Martin Bysh, Huboo’s CEO and Founder
Huboo helps over 750 eCommerce retailers of all sizes access a complete end-to-end fulfilment operation, has recently tripled the size of the warehouse space in order to cope with demand and process orders quickly and efficiently.
Huboo uses unique ‘micro hub’ technology to enable online retailers of all sizes to access a complete end-to-end fulfilment operation within minutes. While many businesses find it hard to access efficient, cost-effective fulfilment to support their e-Commerce businesses, Huboo utilises software to drive a smarter, more productive and human-centric warehouse.
Each ‘hub’ replicates the inputs, processes and outputs of a complete warehouse within a few hundred square feet, with Huboo’s management software keeping tabs on every item throughout the fulfilment process, with a dedicated Hub Manager running each one.
Huboo’s company’s software provides everything from transaction management and quality control, stock control, order tracking and billing information to integration with popular sales channels and marketplaces, such as Amazon, eBay and Shopify, enabling the company to directly receive and process retailers’ orders in real-time.
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