Customer experience matters more than ever because today’s consumers expect greater responsiveness in their daily lives. A much-quoted study by experience management services firm Walker Information predicted that by the end of 2020, customer experience will have overtaken price and product as the key brand differentiator. This reality also is reflected in expectations in the…
Thanks to Amazon.com, a customer’s online buying experience is every bit as important as the item that’s acquired. E-commerce b2b capabilities have been lagging b2c, prompting companies to look for ways they can provide fast, accurate and inexpensive delivery options. Innovators have been looking at the logistics space where there’s lots of opportunity for improvement (See…
After it effectively shut down its U.S. operations in 2008, DHL is ready to make a comeback in the Americas. Last week, the Germany-based logistics provider announced a $137 million investment plan to service the U.S. domestic and cross-border e-commerce market. DHL is staking its new claim in the exploding e-commerce B2C market. Cross-border shipments in B2C are…
The Internet has completely transformed our world, including the way we buy. The rates of online and mobile transactions have never been higher, and e-tailers and virtual marketplaces have snagged a remarkable share of customers’ wallets. Merchants like Amazon and Alibaba are broadening their reach beyond their B2C domains and into the B2B commercial landscape…