1. Customer Expectations for Returns Processes Are Changing
2. Concern Remains Over Possible Exposure to COVID-19
3. E-Commerce Is Continuing to Reshape the Foundation of Customer Experiences
E-commerce—while steeped in the omnichannel supply chain—is quickly becoming an even more critical factor as more companies evaluate expanded delivery options. Grocery delivery was relatively new at the beginning of the year. Now it’s key to maintaining a profitable grocery store. Even small-town and local grocery stores have hopped onto the train with partnerships through DoorDash to offer delivery. And as such, these smaller companies need a partner to manage their e-commerce supply chains as their demands increase.
4. Shippers and LSPs Will Need to Better Connect With Customers
5. Customer Experience in the Supply Chain Will Require More Than In-Store or Home Deliveries
6. Customers Want Tailored Experiences That May Include Setup and Installation of Products
7. Data-Driven Inventory Will Further Reduce Risk of Out-of-Stock Items and Problems During Order Fulfillment
8. Customer Experiences Will Affect the Online Presence of Businesses
9. B2B Customers Demand Faster, Lower-Cost Shipping
Business-to-business (B2B) is also changing their expectations as major companies move to offer faster, free shipping for business orders. Remember that B2B customers are still customers, so give them the same level of attention as direct-to-consumer purchasers with optimized processes that incur lower costs.