Aftermarket services are a critical part of the “customer economy” and operating flawlessly can increase revenues and help with customer retention. However, in a recent survey of retailers by ARC Advisory Group and DC Velocity, less than half (42%) have the ability to measure the full financial impact of returns.
We live in a “Now” economy with customers that are consistently expecting faster and faster delivery service levels with the same amount of care and in-full execution. However, doing so has become increasingly complex in the supply chain. Orders are coming in with greater variability due to more front-end options and the geographies we need to service with our supply chain are growing. So it’s not just about increased speed but increased speed with more tailored supply chains across increasingly expanding geographies.
Connecting Extended Supply Chain is Critical to Staying Competitive
Heightened customer expectations, global political changes, and new technologies are putting tremendous pressure on supply chains to be more agile.
E-commerce leaders such as Amazon and Warby Parker have created competitive advantage with advanced logistics, shipping, and returns processes, building fanatically loyal and high value customers. The trends in consumer e-commerce are penetrating into B2B, where customers expect the same flexible service, ease of use, and multitude of delivery and return options.