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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.

Click And Collect: The Continual Evolution

I read a fascinating article last year which proclaimed that click and collect had fully evolved. It referenced that 76% of online shoppers would be using the facility in 2017 and ‘whilst commercial space travel might still be a pipedream, consumers were most definitely racing to pick up their online orders in person’. One could have been forgiven for thinking it was safe to ‘pack up and go home’ as it was clearly mission accomplished as far as click and collect was concerned, however, the initiated amongst us will be all too aware that this is most definitely not the case. The truth of the matter is, click and collect is constantly changing and evolving as retailers continue to innovate and re-examine what retail shopping of the future is going to look like. In the past, click and collect...

Awesome Automation: Delivering Customers The Gift Of Time

One of the primary goals of successful logistics is customer convenience and that’s often what we talk about when we are working to improve performance. We strive to find innovative and reliable ways of delivering exactly what our customers want, exactly when they want it, aiming to minimise the effort the customer has to make to receive their purchase. But when you think about it, what we’re really talking about here is giving customers back time – and that’s the most precious commodity we humans possess. By getting delivery right first time (and with 90% of deliveries being made on time in April we are not doing badly) we can actually give customers back the time they would otherwise spend collecting parcels or waiting in for them. In a bid to give customers back even more time, automati...

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 ...

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