Tuesday, 22nd March 2011, 16:46:09
Retailers with ecommerce websites must have "visibility" from their postal carriers to ensure that they give customers the best service.
That is according to Suzy Radcliffe, retail strategist at Wolff Olins, who said that as well as having a strong ecommerce page, businesses must ensure that those delivering products are giving the best service.
Her comments come after IMRG Capgemini e-Retail Sales Index for February, published last week, revealed that UK shoppers spent £4.9 billion during the four-week period, the equivalent of £79 per person and 20 per cent more than the same time last year.
Ms Radcliffe added that customer service is crucial, adding that putting any delivery problem right "is so important".
"Secondly, a lot of responsibility is delegated to the carrier, and actually retailers could suffer severely if the carrier doesn't perform," she added
"A retailer needs visibility and a very clear idea of where the person doing the delivery might be going wrong."
Posted by Phil Williams
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