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Important Order Management Trends in 2022
The true MVP of the customer experience is convenience. Returns innovation has exploded in the name of convenience. For example, customers can initiate Amazon returns at their local Whole Foods market without even needing a box or a shipping label.
Fremont, CA: As more consumers and business buyers utilize e-commerce and portals instead of brick-and-mortar stores and sales reps, parcels are piling up on porches and warehouses. Order management trends have shifted from flowers to medication to wind turbine replacement parts. Almost anything can be delivered — and customers prefer it that way. A delayed package or incorrect delivery data, on the other hand, may cause a loyal customer to abandon one's brand.
New order management trends will forever change shopping and business purchasing. Companies that use the right tools and strategies can ensure accurate and on-time deliveries, keep their customers happy and position themselves for growth in a digital-first economy.
Self-Service Return Options Can Smooth a Problematic Process
The true MVP of the customer experience is convenience. Returns innovation has exploded in the name of convenience. For example, customers can initiate Amazon returns at their local Whole Foods market without even needing a box or a shipping label. These types of streamlined experiences increase brand loyalty and delight customers. When it comes to returns, B2B buyers who order products online expect self-service. If a company offers seamless ordering, one will need to make it simple for customers to return without having to contact service agents or sales representatives.
Brands can guide customers through the return or exchange process with self-service capabilities. Better yet, advise customers on new products that will meet their specific requirements.
Digital and Physical Lines are Blurred
Curbside pickup, also known as click-and-collect, has become popular in industries such as grocery and big-box retailing. When in-store shopping became difficult, if not impossible, curbside pickup saved stores' sales. Curbside pickup combines the convenience and precision of online shopping with the assurance that a shopper will receive the items they require on time. It also lightens the burden of last-mile fulfillment for brands that rely on USPS, FedEx, UPS, and other carriers.
Companies that investigated buy-online-pick-up-in-store (BOPIS) or curbside pickup in 2020 saw a 76 percent increase in revenue over the previous year. It is a tried-and-true strategy for preserving sales, using stores as distribution hubs, and making in-store inventory available online. This trend enables customers to buy the products they want when and how they want.