The office supplies retailer say it sacrificed some sales to improve online profitability. It also redesigned its business-facing e-commerce site, StaplesAdvantage.com.
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“Some common issues we have seen relate to inventory accuracy and unrealistic fulfillment expectations portrayed on the web site,” Clendenin says. “Moreover, not all products can be fulfilled as fast as others. It is important to tell customers upfront on the web site the fulfillment timing, at the SKU level if necessary, and make sure it is separated from expected shipping time, which often depends on where the warehouse and customer are located.”
Whether it’s biodegradable packing materials, free shipping or overnight delivery, consumers are demanding more when it comes to fulfillment. The good news for e-retailers is that there’s a vendor, product or software system to help them work toward conquering just about every challenge.