CAN：不断变化的消费者期望报告（英文版）（28页）.pdf

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1、CommBank Retail Insights. Edition 9 CommBank Retail Insights Report Edition 9 Contents Foreword4 The last mile the customer perspective5 Exceeding consumers last mile expectations6 What shoppers say they want7 Free deliveries can be a win-win8 Is a sole focus on speed misplaced?9 Giving customers ch

2、oice10 Delivery preferences differ between generations11 Case study: Cue Clothing Co.12 The last mile the retailer perspective14 Unlocking the potential of collaboration15 Innovate or be disrupted16 Expert view: GRA Supply Chain Consultants17 Key insights: the retail landscape19 Key insights: the la

3、st mile20 Key insights: state by state view 21 Sector insights22 Food & Liquor23 Take-away Food Services24 Clothing & Footwear25 Homewares & Hardware26 Other Retail27 Learn more28 2 CommBank Retail Insights Report Edition 9 CommBank Retail Insights The last mile In this edition of Retail Insights, w

4、e explore the dynamics of retail delivery and pick-up services, including consumer preferences and behaviours and the opportunities for retailers to optimise these services to attract and retain customers. 3 Foreword Many retailers are grappling with how to effectively provide the delivery and pick-

5、up services that consumers demand and, in most cases, online shoppers see room for improvement, particularly the younger generations. This may be contributing to relatively stagnant growth in online sales. Our data indicates that online retail sales have been hovering around 30% of total omni-channe

6、l retail sales volumes since January 2017, defying regular retailer forecasts for further growth.1 The tepid consumer response isnt surprising. An estimated 23% to 35% of online deliveries fail on the first attempt due to customers being absent.2 This correlates with the fact that 21.6% of people in