The fulfilment gap: Why retailers keep losing the sale after they've already won it
Retail has reached a point where the gap between what customers expect and what most retailers can reliably deliver behind the scenes is becoming harder to ignore. Speed, availability, easy returns and clear, proactive communication are no longer nice-to haves, they are increasingly the basis on which customers decide whether to buy from you again.
This in-depth report includes findings from independent research into the attitudes and experiences of 1,000 UK consumers who have shopped online in the past 12 months.
It also includes insights from operations and technology leaders from across the retail technology ecosystem, and Leighton's perspective on where the operational gaps lie, to help you identify where to focus and how to get there.
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Retail has reached a point where the gap between what customers expect and what most retailers can reliably deliver behind the scenes is becoming harder to ignore. Speed, availability, easy returns and clear, proactive communication are no longer nice-to haves, they are increasingly the basis on which customers decide whether to buy from you again.
This in-depth report includes findings from independent research into the attitudes and experiences of 1,000 UK consumers who have shopped online in the past 12 months.
It also includes insights from operations and technology leaders from across the retail technology ecosystem, and Leighton's perspective on where the operational gaps lie, to help you identify where to focus and how to get there.
Retail has reached a point where the gap between what customers expect and what most retailers can reliably deliver behind the scenes is becoming harder to ignore. Speed, availability, easy returns and clear, proactive communication are no longer nice-to haves, they are increasingly the basis on which customers decide whether to buy from you again.
This in-depth report includes findings from independent research into the attitudes and experiences of 1,000 UK consumers who have shopped online in the past 12 months.
It also includes insights from operations and technology leaders from across the retail technology ecosystem, and Leighton's perspective on where the operational gaps lie, to help you identify where to focus and how to get there.
Retail has reached a point where the gap between what customers expect and what most retailers can reliably deliver behind the scenes is becoming harder to ignore. Speed, availability, easy returns and clear, proactive communication are no longer nice-to haves, they are increasingly the basis on which customers decide whether to buy from you again.
This in-depth report includes findings from independent research into the attitudes and experiences of 1,000 UK consumers who have shopped online in the past 12 months.
It also includes insights from operations and technology leaders from across the retail technology ecosystem, and Leighton's perspective on where the operational gaps lie, to help you identify where to focus and how to get there.
