Retailers and warehouses need to make big infrastructure decisions in “the groundwork quarter” – the first three months of the year. During the golden quarter, at the end of the year, a retailer’s capability is pushed to the limit. But if they have issues getting shoppers the items they want, when they want them, retailers’ reputations – and profitability – are at risk.

Retailers can lay the foundations for peak-season success in the first few months of the year - the “groundwork quarter.”

Ecommerce is set to have another strong year in 2024, but meeting consumer demands won’t be any easier. Rising prices and global pressures have created a more cautious, discerning consumer. While they are still buying online, their expectations will be much higher. Retailers and brands should expect consumers who are more thoughtful and intentional about where and how they spend.

Mintel’s 2024 Global Consumer Trends reports that consumers are redefining value and what indicates quality in a product or service. The report found that as “budget pressures force tighter trade-offs, consumers are becoming more realistic in their search for value as they strike a balance between quality received and cost incurred.”

One of the most frustrating conundrums in e-commerce is the abandoned shopping cart. Estimates are that half the culprits are just browsing, using the cart as a wish list. But a significant number abandon their carts when they get to checkout and discover their purchase is below the minimum for free shipping. That represents tons in lost sales that online merchants are desperate to capture.

As more and more consumers become focused on sustainability, businesses have responded with widespread efforts to streamline packaging, reduce waste, and find more eco-conscious shipping methods— but many retailers know they’ll need more than climate pledges to retain customer loyalty and grow sales. In honor of Earth Day, we’re diving into some of our recent consumer research around the eco-friendly practices that matter most to consumers, and strategies that retailers can leverage to continue to delight consumers amidst growing pressure to improve sustainable shipping. 

Retailers and consumers are disconnected when it comes to expectations around the post-purchase experience, and this is costing retailers. eMarketer reports that 83% of consumers think the post-purchase experience could be improved, but only 18% of retail leaders believe that. Further, 79% of consumers report that they may not purchase again from a brand after a poor post-purchase experience. The question is: what is a bad post-purchase experience and how can eCommerce brands improve it? 

Label-free and package-free returns. Most people associate this return option with Amazon, though FedEx and UPS also offer it for other select retailers. Amazon pioneered this return option and has swum in this pond for years. But they don’t have a monopoly on it. Retailers should seriously consider offering this increasingly in-demand method of returning e-commerce purchases. 

There are certainly drawbacks to consider and plenty of benefits and opportunities to take advantage of.

In the retail world, the ability to adapt and enhance the customer experience isn’t just an advantage; it’s a necessity. Prioritizing customer satisfaction can solidify brand loyalty and encourage repeat and new customers. 

The latest improvement to our product suite is designed to enhance the post-purchase journey by seamlessly connecting post-purchase communications to the returns process.

2024 is well underway, and consumers are (as always) voicing their e-commerce preferences and expectations. According to recent reporting, high proportions of consumers want ultra-fast delivery, as well as flexibility of delivery timing, and an environmentally sustainable (but still fast) delivery option for good measure. 

How can businesses expect to keep up with these urgent and often contradictory demands? The Amazons of the world can more easily snap to attention and give shoppers whatever they desire, which raises consumers’ expectations that any delivery option is possible and forces smaller businesses to find a way to offer them, too.