The huge impact on consumer behaviour towards shipping times and prices has arguably been due to Amazon.
From 5 day delivery being the norm lowered to three days and now to same day, shipping dictates the customers purchasing decisions. Through rewiring consumer behaviour, offering next day delivery has become the expectation along with hassle free returns and one click purchasing.
This is often becoming a challenge for brands, they’re no longer competing with businesses in your category, you end up competing with the experience Amazon has trained consumers to expect.
Consumers rarely notice a great delivery experience, but they almost always notice a poor one.
This is why fulfilment, customer experience and operational efficiency have become competitive advantages. Brands that are growing won’t necessarily have the best products but they offer an effortless buying experience.
Arguably convenience has become part of the product.
What is one consumer expectation that Amazon has created that you think is now impossible for brands to ignore?