Why faster shipping isn't always what customers need:
Share to twitterI’ve always been outspoken about fast shipping, its effects on supply chains and the mounting costs of logistics in the retail industry, so recent announcements on same day delivery services struck a chord with me. With these new changes in the shipping guarantees, larger retailers are once again leading shoppers to expect a certain standard, not just from themselves, but from all retailers.
Over the past two decades there has been an evolution in shipping standards, which have tightened from a week to a few days to two days and, now, to one day or even just a couple of hours. But it takes highly sophisticated technology and infrastructure to speed up shipping, and it is far from cheap. However, forward-thinking retailers are now decoupling the shipping process from the product delivery experience in order to manage shipping costs while providing an excellent customer experience. These companies ensure consumers feel delighted and excited when the items they will receive are presented via digital “delivery,” even if that happens a few days before the physical items arrive on their doorstep.
Bespoke Post is a subscription service that works much the same way. The site offers subscribers curated boxes of men’s lifestyle goods each month. Customers answer a few questions about their preferences and interests, and the site chooses an assortment of items based on those answers. Subscribers can choose to skip a shipment or switch out items they don’t want for others that they like better before a box is shipped.
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