[ 10:43-12:37 ] Convenience is not free.
Nothing in this world is free, not even free delivery. Both retailers and consumers need to understand that convenience isn't free. Getting something shipped to your house in 12 hours isn't cheap. Shipping continues to be one of the biggest headaches for retailers for precisely this reason. They don't know how to be both affordable and convenient without sacrificing profits. And without the right tools and technology in place, the headache won't be resolved.
[ 12:50-14:42 ] You may not want eCom, but you need to be digital.
You don't have to embrace eCommerce, but digital is not an option. Primark is a good example - they've decided to stick to brick-and-mortar instead of embracing direct-to-consumer. And the brand is still relevant, with consumers lining up for hours when stores re-open. However, Primark understands that its customers are digitally savvy. They still have the website, the social media presence. They enable their in-store team with the tools they need to be successful.
[ 17:24-17:58 ] Delivery is part of the product
Delivery is part of the product. It's part of the customer experience. Gone are the pre-Internet days when customers would judge you solely (or mostly) on the quality of your product. Today, if their BOPIS orders aren't ready, or if your shipping is too expensive, or if your deliveries are late, you've probably lost a customer. Retailers need to start thinking of delivery as an intrinsic aspect of their product, and they need to work as hard on shipping and handling as they do on product development.
[ 20:46-23:06 ] Are you providing time slots for the pickup of curbside orders?
Are you currently providing customers time slot options for their pickup? Most of the time, retailers will simply tell customers when the item is available. While the may seem like the easier option, it's both less convenient for the consumer and less fluid for the retailer. Say a customer order something at 9 a.m. and you give them the option to pick their timeslot, and they choose 5 p.m.Your team now has a lot more time and space to prepare that order.
[ 34:07-36:20 ] What can make the retail supply chain more responsive?
Real change has to come from the top. Only then can your supply chain truly be fluid. Fast fashion brands like Zara are really doing this right in terms of listening to customers, responding quickly to the demand, and reusing materials for future designs. Fast fashion is generally criticized in the name of sustainability. However, unlike more traditional brands, Zara has a fast production cycle and is able to pivot and recycle materials so that they don't have to clear unsold products.