SME News June 2017

22 SME NEWS / June 2017 , Temando, a leading shipping and fulfilment software platform for commerce, today announced the retailer and consumer survey data from its annual research report State of Shipping in Commerce. The survey polled 270 small andmedium (SME) and enterprise retailers and nearly 1300 consumers about a range of shipping-related challenges they face. Commerce Report Reveals Gap between Retailers and Prime-Centric Online Shoppers “The State of Shipping in Commerce report shows the increasing significance of shipping and fulfilment, and highlights the continued gap between retailer capability and consumer expectation. The missing piece for many retailers is a solution that balances CX- friendly shipping experiences with automation and efficiency,” said Carl Hartmann, co-founder and CEO of Temando. “Shipping is truly the last frontier for commerce, and retailers who master the use of technology to optimize the process are giving themselves the best chance to not only survive, but thrive in these trying times.” 2017 brings unprecedented competition for retailers. Not only has Amazon set the standard for how to do retail well, it’s set the new consumer standard on shipping. Prime-like shopping is the new benchmark with Americans demanding ultimate convenience and immediacy at a low cost. Temando’s 2017 State of Shipping in Commerce report uncovers the evolution of the American retail landscape in the last twelve months, and highlights where retailers need to be today to reap the rewards of tomorrow. Key findings and supporting data below. Consumers want and retailers need better control of shipping Multiple shipping options are critical to CX. Consumers want more options to control their deliveries – they want to dictate how, when and where products are shipped. • The survey revealed that 41% of consumers want hyperlocal delivery and 38% would pay for it. However, only 24% of retailers offer it now and 18% of retailers would like to offer it in the next 12 months; • 40% of consumers expect to access Amazon-prime style memberships in the next 1-3 years vs. 25% of retailers who plan to introduce these services in the same period and; • Almost 10% of shoppers would like delivery date estimates but currently over half of retailers don’t offer this feature. Shipping causes shopping cart abandonment. Compared to Temando’s 2016 survey, shoppers have a more genuine intent to purchase in 2017 but high shipping fees combined with lengthy wait times is still a serious issue. • 73% of consumers are loyal to brands and return if they have a positive experience, while 50% of consumers won’t buy again if it’s a negative experience; • 54% of shoppers abandoned