Omnichannel drives new expectations that every retailer must address
By Chris H. Petersen
While the consumer has voted that omnichannel is their new normal for how to shop and purchase, both retailers and e-tailers are still scrambling on how to make all of this work and still generate a profit. Consumers have rising expectations for flexible delivery/pickup. Free two day delivery has become the benchmark, with increasing expectations for faster delivery options in a day or hours. That means that all retailers must find ways to solve for the "last mile" of delivery. 2017 will be the year of the amazing race to your door. A purchase is NOT complete until it is in the hands of the customer (and stays there).
Why this is important: Omnichannel is not cheap. It creates additional layers of infrastructure and costs to sell products through to the end customer. One of most challenging and costly is the "last mile" of delivery.