In Pursuit of the Optimal Customer Experience
Whether they're shopping from their smartphone, PC, an in-store kiosk or a catalog, customers expect a consistent and seamless experience.
They’re researching their purchases extensively. Before placing an online order, they want to know if an item is in stock online or available for pickup at a nearby store.
Thanks to Amazon, they've come to expect fast AND free shipping, as well as the options to buy online and pick up in store (BOPIS). If they don’t like an item they’ve ordered, they want the option to return it to the store or by mail, for free.
Being able to provide a seamless customer experience is fast becoming a competitive advantage. In fact, customer experience is expected to overtake price and product as the key brand differentiator by the year 2020.
Delivering that optimal customer experience is one of the biggest challenges retailers face in today’s omnichannel marketplace. Never before has supply chain management been so critical.
Retailers need to be able to optimize inventory across multiple fulfillment sources (warehouse, store, and vendor), efficiently manage backorders, process a higher volume of returns and exchanges, and still achieve profitability.