How strategic warehouse multichannel fulfillment can boost customer experience

DON WHITE | November 13, 2018

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There's no doubt consumer buying habits are evolving. PwC's annual consumer habits survey found brick-and-mortar accounted for 44 percent of shopping sessions in 2018, as compared to 42 percent in 2013; in that same period, mobile shopping more than doubled, from 7 percent in 2013 to 17 percent in 2018. In response, retailers are adopting new channels to meet customers where they're shopping. But how does this change in strategy affect fulfillment? Multichannel fulfillment offers a great opportunity to re-evaluate warehouse processes. An advanced warehouse management system can help you manage fulfillment rules and efficiencies to meet these changing consumer demands. For warehouses embarking on the shift to multichannel, it's important to keep the following points in mind: Consumers' expectations are increasing on all fronts. Driven by perks that have become standards — for instance, Amazon Prime's free two-day shipping — your customers have little patience for slow delivery, and even less for mistakes. According to PwC's 2018 Global Consumer Insights Survey, 40 percent of consumers are willing to pay extra for same-day delivery; 25 percent said they would pay extra to choose a one to two hour delivery window.

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