This is a PSFK digital transformation guide on creating new revenue opportunities by sharing logistics and CX solutions with other brands & retailers.
At a time of high acquisition costs, supply chain chaos and restricted service to consumers, large retailers have emerged as intermediaries, providing emerging brands and other retail companies with the infrastructure needed to keep business operations efficient and fulfill the needs of customers who are continuously demanding more.
Acting in some way as logistics service providers, retailers are offering value-add services to consumer goods companies and other retailers. By strategically selling to other brands and companies, these retailers as platforms can also build out their own ecosystem and further differentiate themselves from competitors.
Acting as platforms, established retailers are literally a one-stop shop of logistics services and retail solutions that can be used by other retail companies and brands for their own competitive advantage. Think of advertising solutions, product launches and positioning, logistics capabilities, distribution networks or fulfillment centers, and even community investment initiatives – modern retailer platforms have it all. When leveraging these platforms for CX and retail logistics operations, retailers and the brands can exceed customer expectations at multiple touchpoints along the customer journey.
In this report, PSFK researchers explore how brands and retailers can improve the customer experience when they tap into an array of retail logistics solutions and marketing services provided by other retailers as service platforms From advertising solutions, product positioning, logistics or fulfillment centers, modern retailer platforms offer other retailers and brands with significant efficiencies.
Alongside today’s digital acceleration, consumer expectation for diverse and rapid delivery solutions and real-time availability have placed greater strain on companies' operational capabilities. For retailers that lack the necessary operational network to meet these expectations, a frustrating online or delivery experience has become a point of friction for shoppers, leading to cart abandonment and lost dollars. In order to connect consumers to orders in a timely manner, small-, mid-, and even large-scale retailers are partnering...Curated Marketplaces
Contrary to “sell-it-all” destinations, curated marketplaces focus on promoting selected products, aesthetics or sets of values rather than brands. Therefore, they become a one-stop shop for consumers interested in a specific assortment. Curated marketplaces lean towards inspirational and experiential shopping experiences, similar to concept stores or boutiques. That not only makes the customer experience more engaging, but also makes brands’ unique identities more visible than in saturated markets. Not all curated marketplaces serve great tools...Retailer As Dashboard
Retailers’ in-house solutions are providing both their own teams and brand partners with a better understanding of consumer product needs from a local to mass scale through smart inventory tracking and product data collection. Across physical stores and online marketplaces, there is a growing expectation for retailers to provide a real-time view of inventory, not only to verify an item is in stock but to also provide its closest physical location in proximity to a...