Customer Experience

Top tips for unified order fulfilment

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I recently joined Triquestra as a business analyst after spending four years with a shipping automation software company.

As we’re all seeing, the ability to give shoppers a range of pick-up and delivery options is now a big part of a successful customer experience, and I wanted to share my top tips for a good fulfilment strategy. You need to start at the beginning to keep customers happy through to the very end of their sales transaction.


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1: STOCK: Inform your customers about stock levels  

How disappointed would you be if you discovered that the pair of shoes you badly needed for your race this weekend couldn’t be delivered for three weeks because the stock was unavailable?

Set your customer expectations by providing accurate stock levels on your website during the browsing process so they can see right away what’s available and what has to be ordered.


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2: SHIPPING COSTS: Be sure you’re getting the best rate

Shipping can be complicated, with costs varying according to the destination, the weight and the size of the packages you need to deliver. You want to make sure that you are using the best courier in every situation: Who’s best for international packages, is it the same company for national and bulky packages, what about deliveries in the same city?

To choose the best couriers for yourself and your customers, define simple rules within your retail system to select a carrier according to the weight or destination of the package. Or integrate a shipping platform that can determine the best carrier automatically.

Another solution is to let your customers select the best option by listing all your courier services and their prices during the checkout process. Then your customer can decide between the cheapest service or choose to pay extra for premium or express service. We know some customers value convenience over price.


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3: FULFILMENT SPEED: Don’t let an order backlog grow

Ensure you are using the best processes and tools to run your dispatch centre. Packing slips and a barcode scanner are a must, and you also need to test your operation to make sure it matches the volume of orders you need to fulfil.

Consider fulfilling orders from your stores to reduce shipping costs and allow your customers pick up their orders themselves.


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4: COMMUNICATION: Keep your customers in the loop

Make sure you inform and update your customers about their deliveries.

  • Send proactive delivery information by text or email at every stage.

  • Let customers track their orders through your website, instead of a courier company’s website. Then customers will have constant contact with your brand and can see details of their purchase as well as its delivery journey.


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5: RETURNS: Offer returns to win customer trust

Most major online retailers offer free returns. While returns are often seen as an additional expense, they can actually drive revenue, increase profit, improve customer experience and boost your brand’s reputation. Please see our recent article on why returns should be part of your customer experience strategy.


Infinity partners with fulfilment platforms such as Temando and Shippit and can help you build a fulfilment strategy that offers customers many options while reducing your inventory holdings and delivery costs. Contact us to find out more.

My Retail Week recap - including Supplier of the Year runner up!

Retail Week in Melbourne was a great experience – going on a tour of new concept stores, meeting with top eCommerce disruptors and attending Inside Retail’s Retailer Awards gala. There are so many smart people and companies doing clever things to be more customer-focused, personal, sustainable and ethical. It was an inspiring trip.


Runner up for Retail Supplier of the Year

Hearing Triquestra’s name called out at the Retailer Awards was thrilling. We were in amazing company and I was very proud that our unified commerce platform and talented people were recognised for helping our clients’ retail businesses excel.

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Congratulations to Shane Lenton

Shane is CIO of Cue Clothing Co and he nominated us for Retail Supplier of the Year so a big thank you goes to him. So does a big congratulations because during the week he was named #4 in Internet Retailing’s Top 50 People in E-Commerce 2019. His ‘buy anywhere, fulfil anywhere’ strategy – backed by Infinity – has seen Cue significantly grow its online sales. You can read more about Cue’s work with Infinity in our latest case study.

A focus on provenance and purpose

During my retail tour I saw some impressive stores which are offering interesting customer experiences that combine physical retail with consumer desire for provenance and purpose.

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  • LiTMUS Lab takes advantage of the fact that customers want to try and experience the innovative products they sell before buying. They hold no stock on site, but let shoppers experience the products and store staff knowledge before buying online - either in-store or after leaving the store. All sales are processed as orders that are typically drop shipped directly from the supplier. Their model requires less rental space while reducing inventory cost.

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  • I visited Australia’s first TOMS shoe store, opened by Retail Prodigy Group. TOMS has a powerful business model that addresses need and advances health, education and economic opportunity for children and communities around the world. In the Melbourne store, you see this commitment in action. In addition to helping a person in need with every purchase, you can buy a $2 coffee when you make a purchase and those coffee beans are supplied from another social enterprise. It’s a feel good, tasty, boutique experience with purpose.

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  • First Principles is made-to-measure denim with a difference. They build a pattern for you in their boutique where you can see samples, then you’re in control of choosing fabrics and embellishments online where you can order new jeans whenever you want. They source denim in Japan – from one of the world’s longest-running mills and use factories in Kenya where they know every person who makes their product. It’s a great personalisation story from beginning to end, including a commitment to fix any issues. I hope it proves to be sustainable.


If you’d like to know more about any of the stores I visited or want to discuss these retail trends in relation to your own business, please get in contact.







Why returns should be part of your customer experience strategy

Why returns should be part of your customer experience strategy

New ‘try before you buy’ (TBYB) services are fuelling a surge in product returns that could overwhelm retailers. Here we look at what’s driving the TBYB trend, the challenges it creates and why the growth in returns is actually good for retail.

How to put a smart click-and-collect strategy in place

Click-and-collect is changing the way consumers shop and interact with retailers.

With a click-and-collect strategy, you can provide near instant gratification: customers order and pay for items online, then collect them in store, merging the in-store experience with online convenience.

The benefits for retailers

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There is growing competition from big brand and overseas competitors, such as Amazon, who are able to offer free delivery on minimum spends and relatively short delivery times. To maintain your competitive advantage, you want to respond with a mutually beneficial online sales strategy, like click-and-collect. Click-and-collect secures the sale and even increases sales. According to the International Council of Shopping Centres, over 60% of shoppers who use click-and-collect services go on to purchase additional goods when collecting their items. Click-and-collect also minimises returns, as customers are able to try on goods before they finalise their purchase.

For consumers, convenience is key

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With click-and-collect, customers are not charged delivery fees and can avoid the delivery-card-in-the-mailbox scenario. Additionally, customers are not risking a trip to the store, only to find the items they want are out of stock. And items can be collected when it’s convenient for the customer – often within hours of placing an order – providing an immediacy that delivery cannot meet. Better still, if the item is not suitable, any issues can be resolved before the customer leaves the store.

Getting your full click-and-collect strategy ready for launch

 

For click-and-collect to be effective, you want to make sure all your systems are working together to offer customers an easy, reliable and seamless experience.


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Inventory available on-the-go

Make sure that your mobile site and app are up-to-date and give consumers access to all your inventory wherever they are. Highlight items available for click-and-collect prior to checkout. Also given that a click-and-collect strategy is a shift towards customer convenience – with less emphasis on price – consider offering free click-and-collect.


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Make it quick

Consider a time commitment that you can stick to. For instance, tell customers they can pick up their order on the same day until you can be confident in your processes, and then aim for 30 minutes.


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Keep in touch

Send text message alerts to customers to let them know the status of their order and more importantly, when it is ready for collection. You’ll keep the customer up-to-date on their order and get them into the store at the right time. When customers do come to collect their goods, items should be ready. You may also want to consider dedicated pick up points in-store or alternative collection points.


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Returns should be hassle free

Customers should have the option to change their mind before leaving the store and be able to return click-and-collect items in-store.


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Turn your stores into disciplined distribution centres

Fulfil orders from your stores to get items to customers faster and save on delivery costs. With the right technology in place, you can be sure of great customer experiences as well. For example, you can set up your system to alert head office if an online order goes to a store and that order isn’t acknowledged by the store and ready to be picked up by the customer within a certain timeframe. Head office can then contact the store to prompt staff. These kind of alerts lead to a robust, timely process that keeps customers happy.


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Incentivise multiple teams

To help in-store staff see the benefit of online sales, create remuneration strategies that reward store staff who are picking and packing the items for online orders. A unified commerce platform can offer sales attribution reporting in addition to reporting on sales channel effectiveness.


When you give customers what they want, they are less likely to shop elsewhere

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In short, to remain competitive you need to give your customers options. Offering click-and-collect is one option and makes you different to those retailers offering online shopping only. Click-and-collect will encourage more customers into your stores, giving you shorter sale times, alternative ways to interact and further opportunities to upsell.


If you’d like help with your click-and-collect strategy and unifying your customers’ experience, contact us.

Becoming an agile retailer: Why you need both agility and stability to innovate

Becoming an agile retailer: Why you need both agility and stability to innovate

Building your business case for agile working? According to McKinsey, the best approach is to build a stable foundation of things that don’t change, to free you up for speed in other areas. Here’s how to  create that stable core for reliability and efficiency, while introducing more dynamic elements that let you respond nimbly and quickly to new challenges and opportunities.

4 reasons retailers should adopt agile

4 reasons retailers should adopt agile

With constantly changing customer behaviours and expectations, and employee demands for more flexible and connected workplaces, it’s critical to become more agile to respond to digital challenges. This series explains how agile development helps retailers deliver products faster and better. We’re kicking it off with a look at why you need to think and act agile.

Are you grabbing the attention of Generation Z?

Are you grabbing the attention of Generation Z?

Generally, Gen Z consumers are known to be a little impatient (thanks to the instant gratification expectations set by the online world), are seamless multi-taskers across devices and apps, have fairly short attention spans, and are quick to change products and services if they’re not up to standard.