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Matthew Robertson, is Co-CEO at NetDespatch and formerly Group Development Director at TNT Post. Robertson joined as part of the expansion of the senior management team, and leads the market development for the company’s leading-edge web-based software and services. Robertson is also responsible for partnership development and management.

Flexible Parcel Delivery Will Become The Norm

In 2018, we see shopping habits continue to evolve as more consumers switch between online and in-store and also between the devices they use to both research and buy goods. This leaves retailers and carriers with the conundrum of fulfilling those ever-evolving requirements. We all know that consumers are spending more time online and equally across different devices, constantly switching between devices throughout the day. Research shows that consumers often see an ad or search for a product on their mobile and then purchase on their desktop later, or vice versa. In fact, according to GfK: “41% of consumers switch between devices to complete a single activity.” This changing behaviour is also reflected in their desire to get their parcel delivered where, how and when they want it. Gone ar...

Making The Returns Process Attractive For Consumers

I’ve recently read a number of interesting articles around continued changes and greater returns requirements for retailers, in particular eBay merchants, and this was across various different vertical markets. The point being that many eBay merchants can no longer offer 14 day returns on sales and must opt for 30 day terms. This got me thinking about whether returns policies should be longer than they are and if they were would this have a positive impact on consumers when they come to buy products? For example, would they buy one product over another because they had a longer returns window or do they not really think about it? How important is the returns process to the consumer? As we buy more and more goods online and as our buying habits change, so we have less opportunity to ‘try be...

Automated Parcel Delivery: The Future Of Last Mile

I read a particularly interesting article this week. It focussed on technology and the changing face of delivery. Paragraph after paragraph it waxed lyrical about how consumers were finally starting to embrace new forms of delivery, such as drones and autonomous vehicles, and argued that with robotic drivers no longer limited to our TV screens, soon enough our science-fiction dreams would become a reality. Before you all breathe a collective sigh, and click to read a seemingly more realistic article, let’s look at this in a little more detail. The world of logistics and parcel delivery in particular is an area where technological advancements are key. Even the best parcel delivery services, already established in their techniques, are striving for more technological improvements. So, with ...

Never Underestimate The Importance Of Happy Customers

With last week’s eDelivery Expo, the UK’s largest retail, fulfilment and final mile conference, this got me thinking about the importance of final mile, customer service and operational excellence.  The three topics which are key themes at next week’s event are all inextricably linked. To get the final mile right, you need to be operating productively but you also need to be working hard with your customers to deliver a good experience – an experience that they value. With the options for customer delivery rapidly growing and with some retailers even providing an hourly delivery option, the way you manage the final mile or last-mile is fast becoming a key way to differentiate yourself from your competitors.   Is Everything About The Last Mile? Is the final mile the most important cri...

5 Key E-Commerce Trends In The Cart For 2018

The behemoth of eCommerce shows every sign of barrelling into 2018 with increasing momentum. Global eCommerce sales are predicted to hit almost $2.8trn next year and the next step in an inexorable upward trend will see it hit nearly $4.8trn by 2021. The UK portion of that is set to reach £203bn – making it the third largest eCommerce market worldwide. A market opportunity this big creates a hotbed of innovation and development that is transforming the way that we buy and receive goods. As we look towards the coming year here are five key trends that we believe will fuel that transformation. 1. Virtual Assistants Powered By AI Back in 2016 Gartner predicted that by 2020 85% of customer interactions would be managed without human intervention.  2018 will be the year that retailers really sta...

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