How online retailers can keep up with online shoppers’ continuously shifting expectations—without sacrificing their margins

The vibes... are off. On one hand, the job market is strong, unemployment is down, and consumer spending remains brisk. On the other hand, inflation persists while consumer confidence remains low.  

And while the word “unprecedented’ was appropriate for the market changes online retailers saw over the last couple of years, it would be a mistake to label the year ahead as a return’ to pre-pandemic behaviors. Ecommerce brands are faced with a new market landscape, including new consumer expectations that may upend many of the pandemic-fueled investments retailers made over the last few years. 

Consumers’ definitions of speed and convenience are shifting, driving new considerations for retailers as they rethink checkout and delivery experiences. Some key trends to consider: 

• Shipping doesn’t necessarily need to be “fast,” but rather, predictable. The average consumer defines “fast” shipping as more than three days—a number that has grown as the market has recovered from pandemic restrictions.
• 62% of consumers say an accurate estimated delivery date is more important than fast shipping.
• “Convenience” is the number one reason consumers cite for picking online shopping over in-store, with 49% selecting convenience over better prices, broader selection, and getting their items delivered faster. 

In a rapid-fire presentation at the Retail Supply Chain & Logistics Expo, keynote speaker Vijay Ramachandran of Pitney Bowes will dive into how the topsy-turvy post-COVID environment has consumers craving control from their ecommerce experience. From checkout improvements to delivery tracking and returns, Ramachandran will explore how online retailers can adapt their order experiences to consumers’ new expectations—while also recouping significant margins along the way.

Ramachandran leads market strategy and software product development for Pitney Bowes Global Ecommerce. He is responsible for identifying market trends and insights that lead to faster and more cost-effective ecommerce operations, better post-purchase consumer experiences, and more nimble cross-border ecommerce strategies. Prior to joining Pitney Bowes, Ramachandran was head of brand and product marketing at Manhattan Associates, an omnichannel technology company. He has more than 20 years of experience in ecommerce and logistics. 

Pitney Bowes, a silver sponsor of the Retail Supply Chain & Logistics Expo, offers modular, customizable ecommerce services that make it easy for shippers to scale up or down to meet demand.  Pitney Bowes simplifies shipping logistics for ecommerce brands with our designed-for-you fulfillment, delivery, returns, and cross-border solutions. 

Catch Ramachandran’s presentation at the Retail Supply Chain & Logistics Expo on Wednesday, May 3rd at 2 p.m. PST and stop by Expo Booth #6050 to chat with our industry experts.