Written by Leigh Williams, CEO and founder of eStore Logistics
As the economy begins to recover, many retailers are reflecting on the past year and considering focus areas where they can grow their business. A majority will name sales as their number one priority, and understandably so — more sales equates to a direct increase in cash flow. However, if retailers want to increase sales permanently, as opposed to a short-lived boost, investing in long term customer retention and satisfaction strategies, particularly through optimised fulfilment and delivery services, is crucial.
Good sales retention means developing and maintaining relationships with your customers long after they purchase a product, generating loyalty in your brand. Repeat purchasers, who already know and love your brand, tend to buy more often and spend more than newer customers. Additionally, they’re more likely to recommend you to their friends and family, generating new sales completely organically.
The Importance of Last Mile Delivery Strategy in Retail
If 2020 has taught us anything, it’s that consumer demands are changing and it’s imperative that retailers adapt to meet them. Following the uproar generated by Aussies waiting multiple months to receive their orders due to the unprecedented surge in online retail, we know consumers have very little patience for delayed deliveries. A focus on the last-mile strategy is vital. In fact, shipping times are often the deciding factor when choosing which retailer to buy from.
What is eStore Logistics?
To ensure products can be picked, packaged and delivered as quickly as possible, retailers should consider stocking with warehousing and order fulfilment providers. eStore Logistics is Australia’s largest ecommerce-focused fulfilment provider, built to service online retail order fulfilment profiles and volumes. It uses state-of-the-art technology, automation and logistics capabilities to provide a world-class warehousing and fulfilment solution for ecommerce and omni-channel retailers.
eStore Logistics recently unveiled the largest ever rollout of AI-enabled robots in Australian retail fulfilment across two new facilities in Melbourne’s western suburbs. The distribution centres will handle up to approximately 95,000 orders each day for brands including Kogan.com, Temple & Webster, Patagonia and MTB Direct. These two new facilities will be equipped with over 200 Autonomous Mobile Robots (AMRs) that will transform ecommerce in Australia by fulfilling orders fast enough for retailers to offer affordable same day delivery services to customers. The advanced solution will also allow for flexible delivery options such as 4pm cut off for same day shipping, express deliveries, parcel collection locations that are open after hours, and parcel redirection.
While sales should be a vital consideration for growing your business, it’s imperative to strip this back and build a strong customer base first. Last-mile delivery options and a seamless shopping experience is just one of the ways you can increase customer retention, ensuring your brand is always the first port of call.