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Evolving ex
Guy Bloch discusses the shifting balance of power between retail and logistics
Shifting consumer behaviors during the Covid-19 pandemic forced retailers to re-evaluate and restructure their businesses . Suddenly , logistics providers were in a position of power as demand for delivery services outstripped supply .
Fast-forward to today , and despite a reduced need to order online , consumers have held onto the high expectations of online experiences that the lockdowns helped to establish . In fact , 88 percent of customers say the experience a company provides is as important as its product or service . Coupled with Amazon ’ s continued dominance in the market — now beating FedEx and UPS to become the largest provider in the US — retailers must take control of their supply chain to gain and retain customers .
The good news for retailers is that the control is back in their hands , with demand for deliveries currently lower than supply . So how can they make the most of this and what must last-mile delivery suppliers do to become the provider of choice ?
Tailored deliveries that exceed expectations
Driven by high expectations and an increasing appetite for tailored delivery options , the last mile is rapidly becoming one of the most expensive functions for retailers ,
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