The standards for a best-in-class customer experience have shifted significantly, especially over the last two years due to the rise of nationwide shipping.
Price has always been important to consumers, but speed, convenience, choice, and flexibility are now paramount, too. Today, consumers expect to choose from a broader selection of items. They want the option of in-store pickup, curbside pickup, or doorstep delivery—with same-day or expedited shipping so they never have to wait more than 48 hours for an order. According to PWC, 70% of consumers say speed and convenience matter most to them, while 40% say they would actually pay more for their purchase if a business offered same-day delivery.
Large online and big-box retailers have traditionally been better positioned for these rising customer expectations with significant brickand-mortar presences, huge teams to handle customer orders, and access to fulfillment centers that allow them to deliver an efficient ecommerce experience.
However, advances in technology are leveling the playing field for local shops and small businesses. Thanks to emerging point-of-sale (POS) software solutions that integrate omnichannel product catalog capabilities and built-in nationwide shipping tools, small businesses can now easily sell and ship their products to customers across the country. This allows them to stay local and better compete nationwide.