While a majority of businesses think their clients'
expectations have risen, and a similar proportion agree that their
customers expect more personalisation, the stand-out metric is
Business today, is about
making a shift from service to experience.
On-line retailer Net-a-Porter understands the need for
Mark Sebba, the firm's ex-CEO, believes that speed is very
important, as do their customers.
This is a crucial part of its offering: order a dress
online by 1pm in London or Manhattan, and have it delivered to your
door before the end of the day.
"Our customers are busy people
and time is the new luxury," acknowledges Mr Sebba.
Similarly, for customers who are not happy with the delivered
item, Net-a-Porter will
collect it again free of charge.
In order to meet the demands of its customers, Net-a-Porter has
opened in Hong Kong, so that it can deliver more rapidly on the new
demand in Asia. With this new expansion, Net-a-Porter will be able
to deliver within 24 hours of any Metropolitan centre in the
To put it simply, speed has become a competitive differentiator.
Firms that will be able to help their customers save time will
leverage this to stand out from their rivals.
The need for speed is seen most obviously in the retail and
service industries, but consumers who are used to getting what they
want quickly in their personal lives, are also coming to expect the
same in their working lives.
Recent research has found that:
- customer expectations have changed dramatically in the past
- customers expect a more personalised service than they did five
- customers expect faster service than they did five years ago
For the most part, firms
will face pressure to pick up the pace.
The key challenge for B2B is the intrinsic tension between
providing a faster service and maintaining quality levels.
Companies will have to figure out where in their business process
they are able to speed up the service delivery, and meet these new
Image Label Systems sets the bar
We began establishing the foundations of our Asia/Pacific
footprint over 20 years ago. As the sourcing habits of Australian
and New Zealand companies evolve, we continue to lay the
groundwork, to further expand our footprint throughout Asia and the
Pacific, to meet the demanding needs of time to market.
Our priority is to add value to our customers' supply chain.
There isn't room for building in additional costs or
Speed has become a competitive differentiator
Today, it's about giving the customer what they want, when they
want it and how they want it, or they'll go someplace else. This
means a couple of things:
- we provide tangible
benefits through a managed solution that achieves timely and cost
- we have programs with multinational
brands where turnaround from receipt of data to delivery of the
label/ticket media is 48 hours
Technology enables change
The old adage - adapt or
vanish - remains true in light of today's digital era.
Retailers understand that
falling behind in the strategic use of digital technologies, can
weaken their relationship with their consumers.
Just like innovative supply
chain technology has powered retailers to deliver products on time
to their customers, digital technologies can be a tremendous asset
when it comes to taking the customer experience to the next
Innovation is what will
separate the leaders from the laggards.
But it's about integrating
innovations into digital technologies and supply chain processes
that will deliver the ultimate experience to the
At Image Label Systems we
will continue to help our customers save time, which will leverage
us to stand out from our competitors.