For the 2021 holiday shopping season, our December 2021 survey revealed that 31% of US online adults said shipping times were longer than they expected (i.e., deliveries were late), 30% said estimated shipping time frames were frequently longer than they expected, and 16% said they frequently had online orders canceled completely. Imagine the dashed expectations!
Our new research, Leverage Order Management Systems To Conquer US Consumers’ Elevated Fulfillment Expectations, outlines how retailers should configure their order management system (OMS) to meet customers’ rising delivery expectations — advice that’s pertinent both now and into 2023.
- Underpromise on delivery timing to avoid 2021’s mishaps. Retailers must accurately manage customer expectations — at any time of year. What customers need from you: transparency about delivery timelines, clear schedules and deadlines prominently displayed, and investment in optimization technology such as OMSes. That optimization enables retailers to simultaneously promise delivery timelines that they can meet