After 2020’s ‘shipageddon,’ when 81% of consumers had a bad delivery experience thanks to overwhelming volumes of online orders, ecommerce peak volumes in 2021 are set to soar to even greater heights
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In this roundtable, supported by Metapack, customer experience and marketing experts from the UK’s leading consumer brands - including Lush, Brewdog and Graham & Brown - discuss the value that can be found in the ecommerce and delivery experience.
Delivery, on time
- Customer retention strategies
- Delivering in the peak season
- Working with partners to ensure speed and good service
Crafting a differentiated ecommerce experience
- Beyond function, when is ecommerce an experience in its own right?
- Cost considerations and how to make ecommerce efficient
Ensuring brand consistency across digital and physical touchpoints
- Balancing the needs of customers in person and online
- Innovations in ecommerce, delivery and experience
- How can customer engagement improve through excellent online experiences?
Contributors
Jan Bartczak
Head of ecommerce, Graham & Brown
Nicole Belling
Head of ecommerce, Lush
Duncan Licence
VP of global product, Metapack
Tom Reding
Group digital director, Brewdog