THE COVID CRISIS ACTED
AS AN ACCELERATOR OF
CHANGE
Over the last two years,
e-commerce growth has
accelerated through the
recruitment of new customers,
who had until then been
reluctant to shop online, but
also through an increase of
online purchases among existing
users. This context generated
new expectations, or even new
“standards“, to which online
retailers must adapt in order to
stay in the game. Looking at what
we learnt over the last two years,
we know now that the strongest
pain points aren’t linked to the
online purchasing experience,
but instead to logistics and
delivery. This is especially true in
a context of internationalization of
e-commerce players.
International marketplaces have
imposed new standards of faster,
cheaper delivery which have
increased e-buyers’ expectations.
In several European countries,
couriers have been able to adapt,
and today’s “standard“ delivery
is now as fast as yesterday’s
express delivery.
Moreover, when delivery is paid
for, vouchers and promotional
codes are no longer enough
to make people forget a bad
delivery experience; it is therefore
essential for an online retailer to
guarantee operational excellence.
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2022-06-14
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