Parcel carriersare not in tune with the demands of online consumers. So says Accenture during the Post Expo in Paris following its own research.
Cheap and fast
Online shoppers would value a cheap service without sacrificing convenience and waiting longer for their parcel. Yet there are still few carriers that are cheap and fast at the same time, Paazl writes. According to Accenture, it is important that parcel carriers are constantly looking to improve their customer service. Only then can they gain market share.
Multiple delivery options
Now, companies mainly focus on faster delivery. Instead, the focus should be on offering different delivery options, with different rates attached. This way, consumers can choose what they value most. 80 per cent of online retailers reportedly noticed a measurable improvement in customer satisfaction after they introduced multiple delivery options.
The research shows that the following three logistics issues will dominate the market in the coming years:
- Delivery control: consumers demand control over the last-mile. They want to determine how, where and when their parcel is delivered.
- Delivery locations: there is growing demand for new delivery options, including pick-up points and lockers that can be accessed 24 hours a day.
- Delivery timing: different delivery times and corresponding rates. Importantly, consumers enjoy flexibility.
Growing parcel volume
Accenture's research also shows a postive outlook for the transport industry. Namely, the industry benefits from a growing parcel volume. Annual growth of 9 per cent is predicted until 2020, to a total of $343 million. Yet Accenture warns of the competition lurking ahead, from companies like Amazon and Uber. Amazon, for instance, is working on its own supply chain, while Uber recently made its entry into the logistics industry.
Editorial LogistiekProfs
