The new way of (online) shopping is centered on the customer. Your potential customers are in control and they decide how they want things done, how fast they want it, with or without transport costs, etc. They inform themselves and compare information found on multiple websites and make a choice based on their newfound knowledge. Most companies still work according to a top-down channel structure; manufacturer-wholesaler-retailer-customer. They assume that the retailer still influences the decision making and purchasing process of customers: attract, inform, sell, pack, give, exchange.
The customer of today clearly knows what he wants and expects. He prefers having several delivery options, wants to know exactly where his parcel is, and which return possibilities are available.
For a company, both on- and offline, it’s important to integrate logistics in their Multi & Cross Channel Sales. So that the fine-grained distribution becomes a controllable chain. Avoid returns and increase first delivery attempts by using the right delivery concepts!