For those retailers looking to scale up their e-commerce capabilities, especially ahead of this year’s unique peak holiday shopping season, seeking out a fulfillment partner with multi-node distribution models is key. Multi-node distribution ensures that inventory can be more easily available as well closer to the consumer to reduce shipping times while supporting contingency planning. It makes pivoting and adjusting inventory easier when consumer habits shift.
Multi-client fulfillment centers can also help retailers scale up e-commerce operations at a faster pace than they could on their own. For example, during COVID-19, Radial was able to find a major retailer a fulfilment solution within 24 hours. We had their inventory unloaded, put away, and ready for sale within 4 days with no impact on the retailer’s customers or existing orders.
Retailers investing in multi-node centers and omnichannel technology to assist with inventory management will be able to handle sudden changes to e-commerce orders and thrive during the turbulent times ahead.
3. Boosting customer loyalty through multiple touchpoints
In the wake of the pandemic, there is an increased need for exceptional customer service in ways that are accessible to all consumers. When using omnichannel customer care solutions, it’s important that retailers meet the individual where they are, providing support for those channels they feel comfortable using including social media. Providing more opportunities for consumers to connect with the brand allows for more expedient solutions in ways that the consumer likes to connect, leading to a positive customer experience and increased loyalty.
In today’s uncertain times, it’s also important for retailers to be prepared for unforeseen situations and evolving consumer habits. Omnichannel technology is a mutually beneficial initiative for the consumer and retailers alike. Consumers are able to enjoy increased customer service and variety in delivery options, while retailers are able to maintain sales and drive ROI through unique delivery strategies.
Challenging times create opportunities for retailers that are forward-thinking, and we’ll see e-commerce penetration increase significantly post-COVID as consumers become more comfortable and confident in the buying experience.
Sean Seraphin is senior director of omnichannel at Radial.