May 29, 2018
Ingram Micro Commerce & Lifecycle Services recently attended WBRE’s eTail Canada Trade Show. This was a great chance to connect with retailers and retail partners throughout Canada to understand key challenges and opportunities retailers in Canada are facing. Topics ranged from email marketing, customer loyalty, ship from store, future innovations, to some great insight on reducing logistics costs and improving efficiencies. One of the highlights of the show was listening to Golf Town’s Frederick LeCoq give his presentation on how Golf Town has overcome obstacles in the last 2 years. Frederick spoke at length about the personalization of offers to customers with the intention to build a home, not a house.
Managing peak order volumes emerged as a recurring theme throughout the conference. Ingram Micro Commerce & Lifecycle Services addressed this through the topic, “Better Together: Partner Collaboration for Peak Performance.” It was a great opportunity for Ingram Micro to display our strong transportation and retail partnerships which in turn drive our performance during the industry’s high-pressure peak seasons. Several speaking sessions and roundtables discussing managing peak volume focused on a key message of continuing to give customers the best possible service, by beating logistics service level agreements with eCommerce and retail partners. The retailers in attendance agreed that under-promising and over-delivering is a great strategy to ensure retailers and logistics providers work together to contribute to customer delight. After all, a happy customer is a returning customer. Richard Betanzos, the Director of eCommerce & Omni-channel from Bentley Luggage shared insights on how Bentley plans to utilize a new ship from store feature in conjunction with their fulfillment centers. The logic required to implement which location ships which order, is very impressive. Purolator helped re-affirm what we all believed to be true by sharing statistics on the future growth of Canadian eCommerce. This is a great reminder to be prepared for future growth. Retailers may be able to manage their fulfillment from inhouse now, but what is the strategy for future growth? Using a 3rd party logistics provider, upgrading to a larger facility, adding additional facilities or shipping from store?
eTail Canada 2018 was a fantastic show. We look forward to attending again to see how retailers are tackling eCommerce growth and how they plan to acquire/retain the often elusive online shopper.