The growing domination of online marketplaces and brands. The vital importance of improved store experiences. More competitive carrier pricing and services.
In his opening address to The Delivery Conference 2019 (TDC Global) today, MetaPack founder Patrick Wall laid out these three critical battlegrounds that will shape the eCommerce and carrier landscapes in 2019.
TDC Global, organised by MetaPack, took place at The Royal Lancaster Hotel in London. Over 1,200 delegates representing the retail, brand and carrier industries enjoyed a packed agenda of presentations and debates. Presentations from industry leaders including Google, Alibaba, Amazon, eBay and Hermes highlighted the 10th anniversary of this global eCommerce event.
Keeping up with the Mega Marketplaces
In the TDC Global opening keynote, Mr. Wall discussed the dominance of the big online marketplaces, which are outperforming other areas of eCommerce. He cited their use of scale to offer attractive delivery deals, but urged all retailers to adopt winning mechanisms such as loyalty programs.
“We will also see a huge growth in brands online. They are investing in a direct-to-consumer approach underlined by technology that is setting new standards. And it is a proposition that is winning market share for brands,” said Wall.
Creating More Compelling Retail Store Experiences
Wall pointed out the importance of ensuring customers receive a fully integrated experience across channels including retail.
“It seems to me that many retailers with physical stores are making serious strategic mistakes by not investing enough in the in-store look-and-feel, range authority and face-to- face staff interaction,” Mr. Wall said. “If these areas are being cut back in order to meet the economics of falling footfall, the decline will continue unabated. If necessary, close stores, but ensure those that remain offer a compelling experience to customers.”
Navigating a More Competitive Carrier Landscape
Addressing the carrier community, Mr. Wall said it was imperative to understand their cost to serve in an environment where competition will become more intense. “There are vast differences in drops per route and therefore the cost per drop. This is unsustainable. The best way forward is to collaborate or failing this, to create differentiation in delivery charges,” he urged the industry.
TDC Global – Celebrating 10 years Uniting the eCommerce Community
TDC Global is unique in its ability to bring the eCommerce community together to start the new year, so that learnings from Peak, future market trends, innovative ideas and strategies can be discussed in an open forum among the leaders in the industry.
“This is an exceptional event in the eCommerce calendar and TDC Global 2019 did not disappoint,” commented John Clem, General Manager at MetaPack. “From the thought-provoking keynote speeches that opened the conference to the announcement of our very worthy award winners at the end, it was a day packed with insight, debate and networking opportunities and we look forward to welcoming an even bigger audience in 2020.”
MetaPack Launches Significant Solution Update
MetaPack, the global leader in eCommerce delivery technology, is today announcing the launch of Metapack Returns. This innovative solution provides a market-leading approach to help retailers meet customers’ expectations by better managing both cross-border and domestic returns. MetaPack Returns offers the capability to provide a combination of pre-printed returns labels, a branded returns portal and an international returns solution. The launch will further deliver on MetaPack’s commitment to enhance the post-purchase experience for MetaPack’s customers.
The features of MetaPack Returns will allow retailers to:
- Enable faster customer refunds with clear tracking updates and notifications
- Promote brand loyalty through a great consumer experience with dynamic returns labels provided in less than 60 seconds
- Access in-country warehousing providing fast asset recovery with consolidation to ensure stock is back on sale in days
- Better support customer service teams by tracking and managing returns in flight
- Improved buying and merchandising decisions by understanding trends and root causes
- Reduce the cost of international returns with access to local returns addresses and consolidation
The update also sees MetaPack provide a free of charge consultancy service to all customers of the Returns Portal with expert guidance on the selection of returns services and rates and operational guidance on warehousing and consolidation providers.
MetaPack is anticipating that retailers with significant volumes of cross border returns are likely to gain the most value from using MetaPack Returns and is focussed on those retailers where carriage costs are 10% or more of the value of the item.
Duncan Licence, VP for Global Products at MetaPack, said: “We know from our research of over 3,500 international consumers that 65% of consumers would spend more with a retailer that made the returns process easier. Building improvements to the MetaPack Returns solution has seen us focus more clearly on the post-purchase experience, which we know supports customer retention, encourages customer loyalty and reduces operational costs. As a result, retailers will find significant benefits in areas of the returns process that has previously been a challenge.”