December 22, 2017 by Jim Bengier, Chief Customer Officer
hether you’re a retailer, distributor or brand, how well you deliver orders matters. So here are 8 predictions for 2018 that will impact your Delivery Customer Experience (DeliveryCX):
1. Sales via Amazon
76% of online shoppers said they would do most of their shopping on Amazon during the 2017 holiday season.¹
Expect to see: More retailers and brands listing their products on Amazon and using Amazon Fulfillment services.
2. Same Day Delivery
Expect to see: More retailers leveraging their store inventory to offer same-day delivery.
3. Real-time Delivery Status
Just like Amazon Prime has shifted expectations on delivery time, apps like Uber have shifted expectations around delivery details.
Expect to see: Uber-like maps with real-time tracking on package delivery, especially for same-day deliveries.
4. Increased RFID Adoption
The decline in RFID prices, combined with the increased need for inventory accuracy, results in more retailers rolling out RFID solutions.
Expect to see: More retailers implementing RFID to support their ship from store initiatives.
5. More Marketplace Sales
Third party marketplaces, like Amazon and Walmart, expose your products to a larger audience (and can be a great marketing tool). Self-hosted marketplaces let you expand your assortment without increasing your inventory carrying costs.
Expect to see: More brands and retailers either selling on third-party marketplaces or launching their own.
6. Loyalty based delivery perks
Nothing delights a customer more than receiving their order ahead of schedule, and who better to reward than your most loyal customers.
Expect to see: Dynamic preferential delivery perks based on loyalty.
7. Maintenance Subscriptions
Subscriptions move beyond makeup, shaving supplies, and grocery. Think ‘Home Maintenance’ (like bi-annual smoke detector battery replacement, air and water filters, driveway salt, etc.) or ‘Car Maintenance’ (like windshield wipers, antifreeze, oil, filters, etc.)
Expect to see: More subscriptions geared towards automated delivery of regular maintenance products.
8. Bitcoin Won’t be a Mainstream Payment Method
Cryptocurrencies aren’t design to support canceled orders and refunds. This, combined with their high volatility, will prevent mainstream adoption in the short term.
Expect to see: Big fluctuations in cryptocurrency values over the next 12 moths, and more time needed for them to become a mature payment method that can support canceled orders and returns.