Kevon Hills is Vice President of Research at StellaService. Connect with Kevon on LinkedIn.
With each passing year, more ecommerce retailers urge their holiday shoppers to trust that they’ll be on time delivering each gift off their list. When customer care goes the extra mile, and CSR channels are well-prepared for holiday traffic, fulfillment presents retailers with another chance to shine in the eyes of seasonal shoppers.
In light of last year’s infamous fulfillment struggles from shipping giants like UPS, ecommerce retailers will need to exceed consumers’ expectations by streamlining fulfillment and offering steadfast commitment to delivery guarantees in order to remain competitive in holiday 2014.
Last year, StellaService placed orders with 25 of the largest ecommerce retailers on their last day for promised delivery by December 25 and learned that 12% of these orders arrived after their estimated delivery date. These poor results left gift-givers empty-handed, and …