After a whopping year for e-commerce growth, brands are investing heavily in improving or embracing digital shopping. Most start-up companies are now bypassing traditional retail channels in favour of their own e-commerce offer, but even big FMCG brands, like PepsiCo in the US, are exploring the power of a direct-to-consumer platform. Here, David McLean, Hubbed founder and CEO, shares his top five e-commerce tips for FMCG brands this year. Offer multiple delivery options. This will s
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After a whopping year for e-commerce growth, brands are investing heavily in improving or embracing digital shopping.Most start-up companies are now bypassing traditional retail channels in favour of their own e-commerce offer, but even big FMCG brands, like PepsiCo in the US, are exploring the power of a direct-to-consumer platform. Here, David McLean, Hubbed founder and CEO, shares his top five e-commerce tips for FMCG brands this year. Offer multiple delivery options. This will satisfy increasing customer demand for choice and control over their online shopping experience, of which delivery is a crucial component. Customers place just as much emphasis on how they receive their goods as where they made a purchase. They are constantly looking for more choice around delivery and retailers should ensure they are meeting expectations and offering appropriate options, including same day, next day and express delivery.Ensure you have a good returns model in place. Providing a good returns solution can be the difference between an order being placed in your cart versus that of a competitor. Customers are increasingly reviewing returns options when making their purchase, so it is important to ensure your policy is clear, simple and provides convenience in the actual returns process. Be efficient when providing refunds – collection points can support this process by acknowledging receipt of returns before items even arrive back at the warehouse.Consider sustainable packing and delivery options. As consumers become more knowledgeable and environmentally responsible, brands should constantly be thinking about ways to incorporate sustainability into their operations. Consider switching to a carbon neutral carrier and using sustainable materials to package goods in a way that will preserve the integrity of your products, while simultaneously reducing your carbon footprint.Acknowledge Australians’ desire to support local and small business in your products and supply chain. Australians are focused on shopping local and supporting their communities, particularly this year. Using local suppliers and offering Australian made, sourced and owned products is key to attracting new and repeat customers to your e-commerce store who value these choices. In doing so, you are also supporting the local economy.Have a strong click-and-collect offering. Enabling customers to pick up parcels from a collection point can provide an additional level of security around delivery, while also creating reliability, as it eliminates instances of missed deliveries. This in turn can help reduce carbon emissions and traffic congestion.
