Did you know that the vast majority of consumers, over 90%, see 2 to 3 days as a baseline for delivery, while 30% expect same-day delivery? That’s just one of the interesting retail insights from a recently published study by the Retail Industry Leaders Association/McKinsey & Co. Trellus Same-Day Local Delivery & Marketplace is researching the latest retail industry trends, and our Long Island merchant partners are decidedly ahead of the curve in providing fast, convenient service to their customers.
After looking at the staying power of contactless delivery in 2022, we’re taking a deeper dive into omnichannel retail. More than a “buzzword,” omnichannel retail strategy by definition “hinges on the idea that providing a seamless shopping experience in brick-and-mortar stores and through a variety of digital channels not only differentiates retailers from their peers, but also gives them a competitive edge over online-only retailers by leveraging their store assets.”
In the RILA study, 2 out of 3 survey respondents cited the growth of omnichannel and digital shopping as the industry’s most significant trend and also its greatest challenge.
With omnichannel top-of-mind, here are 3 retail insights small businesses should know this year:
1. Consumers are choosing retailers based on “the ease and richness of the end-to-end experience.”
E-commerce in North America is projected to reach 25% to 40% of sales across categories after the pandemic subsides, according to the study. The line is blurring between digital and in-store purchases, necessitating big moves to seamless omnichannel experiences. Stores must continue to manage evolving digital demand and consumer expectations.
2. Providing personalized experiences for customers, and translating them digitally, is key to success.
In 2020, during the height of the pandemic, 76% of consumers changed stores, brands, or channels. Retailers that excelled in personalization boosted their revenues, reduced marketing costs, and increased customer acquisition and satisfaction.
Retailers can focus on these areas to successfully implement omnichannel personalization, according to the research:
- Work with store teams to ensure operations and frontline associates master new tools and engage with customers on a personalized level.
- Integrate in-store systems and marketing technology stacks.
- Integrate personalization by encouraging customers to opt-in, download, and engage with technologies.
- Develop a methodology to interpret and make decisions on omnichannel tests.
The Trellus Advantage: Not a data scientist? That’s OK, most small business owners aren’t! The advantage of working with a same-day local delivery service provider like Trellus is that we balance strength in numbers with individualized attention.
The Trellus Development Team specializes in data, working closely with our Customer Success Team to ensure that Trellus merchants are using our resources to their optimal advantage. Meanwhile, our Marketing Team provides support by running targeted paid and social media ads to build digital awareness around our merchant partners. From customer-facing technology that confirms deliveries in real-time to management-level data insights, Trellus has your back!
3. Your competitors are aggressively expanding their delivery capabilities.
As stated in the opening of this article, 3 out of 10 customers expect same-day delivery. There are two ways to approach this fact:
1. Wait for the other 7 customers to shop in-person.
2. Take action now to reach that 30% and anticipate that pretty soon, half of your customer base will look to shop from the comfort of home and receive their purchases same-day.
Retail supply chain leaders are betting on the latter approach. More than 75% of these companies have made two-day delivery a priority, and 42% hope to offer same-day delivery by 2022, according to research.
In the chart below, look at consumer delivery speed expectations in 2020 vs. how retailers are focusing on speed goals in 2022. Same-day delivery is growing in prominence as more customers seek out this service.
The Trellus Advantage: E-commerce behemoths have their work cut out for them in trying to reduce delivery times from 2 to 3 days to same-day. Meanwhile, local service providers like Trellus are more nimble and flexible. Small businesses in the Trellus network handle their own fulfillment, which helps ensure speed and quality control. They have access to a network of Trellus same-day delivery drivers who transparently provide photo proof of delivery in real-time. Deliveries are often completed within two hours.
Amazon may have set the expectation for what convenience looks like in 2022, but they can’t compete on unique, personalized shopping experiences from beloved local businesses. That’s the “secret sauce” of small business success that can’t be automated or replicated.
Stay personal and stay unique. Handle your own fulfillment and get your products into the hands of existing and new customers, same-day.
Learn more about getting started with Trellus Same-Day Local Delivery & Marketplace.