With the COVID-19 lockdowns drastically increasing online shopping, consumer behavior has changed, shifting all parameters – with no signs of returning to the status quo.
The increase of demand for delivery has put additional pressure on the last-mile phase, through which emerged new and exciting trends.
E-commerce businesses must now be more agile, invest in smarter technologies and improve customer service – and here are 5 of the trends they need to look out for in 2021.
1- OTIFNENC – On time, In full, No error, No contact
Supply chain specialists use the reference OTIFNENC to describe the last-mile delivery foundational formula: On time, In full, No error, No contact.
With a higher demand for deliveries, e-commerce businesses need to adhere to the OTIFNENC principle to stay ahead of the curve – as a failed delivery is not just one that was not delivered, but one that had not met the customer’s expectations.
‘Convenience’ has now become the key word – and customers no longer want to wait for their delivery. So, in addition to an accurate delivery, a speedy one is a given.
With the COVID-19 cases still on a rise, a contact-less delivery has become the standard. It is not enough for riders to leave the package outside doorsteps – businesses also need to notify customers about delivery completion, without them needing to open the door. To further ensure no-contact delivery, businesses are also replacing card payment and cash with online payment only.