Issue #4
Your VIP Pass to the Season’s Pulse in eCommerce Delivery
This Peak, we’re behind the scenes, bringing you unparalleled industry insights. As an eCommerce or Logistics decision-maker, this is your quick coffee shot of just everything you need to know in the industry during this crunch period.
The Peak Bulletin puts together unique insights on carrier updates, industry happenings and parcel volumes based on GFS proprietary data and expert commentary from independent retail market data insight leader Retail Economics.
Stay ahead of the game with unmatched, to-the-point carrier and industry coverage.
INSIDER INSIGHT
GFS data perspective on parcel volumes and delivery performance across the industry
VOLUMES: PUMPED UP OR TONED DOWN?
Data on parcel volumes — are numbers up to or above expectations and industry forecasts?
- Volume in week 49 was in line with expectations; a number of customers had issued revised forecasts to reflect trading conditions.
- We saw a slight calming in volumes from fashion retailers as they concluded successful Black Friday promotions.
- The indication is that the volume will increase again in the run-up to Christmas as Seasonal sales are launched.
CARRIER WATCH
The pressure is ON for parcel deliveries — how are carriers faring in the race to the customer’s doorstep?
- From a carrier perspective, Peak this year continues to be Calm, Controlled and Coordinated. It’s important to highlight that this has been achieved through considerable investment and months of planning to provide such a strong delivery experience.
- Service performance has recovered strongly following disruption last week from snow in the North East and Cumbria, and weather delays impacting ferry crossings to Northern Ireland, Isle of Man and the Channel Islands.
- Carriers are advising that they are now successfully through their Peak volume days and weeks, however, there is no complacency and the focus is on maintaining performance for the remaining weeks of Peak.
PEAK PANORAMA
Industry Commentary in Association with Retail Economics
This week we focus on Peak and Christmas Updates from the Retail world
- Fenwick was named the official luxury retail store partner for Newcastle United Football Club, seeing the department store takeover the club’s The Rooftops bar.
- Marks and Spencer announced 400 of its stores will be open from 6am to 10pm between 18 and 22 December to make it easier for customers to shop at a convenient time.
- Lidl GB launched a Christmas jumper rental service for customers, with profits going to the NSPCC. Shoppers can use the fashion rental app By Rotation to hire a jumper for £2 a day until 31 December.
- Sainsbury’s and Just Eat Takeaway.com teamed up to trial the first ever Christmas Picky Bits delivery store in London, open between 8 and 10 December.
- Depop is set to open a raft of pop-up stores in partnership with Sook in high-profile retail locations ahead of Christmas as part of a programme that will last six months.
- John Lewis & Partners opened its first pre-loved luxury fashion pop-up at Peter Jones on Sloane Square and will run until 31 January.
Richard Lim
CEO, Retail Economics
Richard is Chief Executive Officer of Retail Economics, an independent economics research consultancy focused on the consumer and retail industry. He also sits on the Strategic Advisory Board at the University of East Anglia’s School of Economics, ranked in the top 10 departments in Economics in the UK. Previously, Richard held the position of Chief Economist at the British Retail Consortium before heading up the Retail Insight and Analytics team. Richard was voted as a Top Ten Voice for Linked for sharing his insights on the retail industry, has been recognised as a top retail influencer by RETHINK RETAIL in 2023 and also appeared in the final of The Apprentice as one of Lord Sugar’s advisors.
RETAILER TIP
Keys to Successful Retailing during Peak with CRM, Loyalty and Personalisation Consultant, Gianfranco Cuzziol
Amid the battle for customer spend during Peak you’ve gained a cohort of new customers. Success! Potentially the acquisition costs are higher than usual what with extra media spend, discounts and a higher return rate than normal.
- Make the most of these new customers to ensure a healthy-looking Customer Lifetime Value by making the most of the first few days and weeks of the new relationship.
- Post-purchase communications need to ensure your customers get the most from their products.
- Your loyalty or rewards programme should be introduced, and its benefits highlighted.
- Be mindful of the next promotional message you send. It’s not about what you want to sell. It’s about what the customer wants to buy.
Gianfranco Cuzziol
CRM, Loyalty and Personalisation Consultant
Gianfranco has over 20 years’ experience in CRM, Loyalty and Personalisation. Most recently he led CRM and Personalisation for Natura & Co working with the four iconic brands of Aesop, Avon, Natura and The Body Shop. Prior to transitioning to a Group role, he was at Aesop where he was responsible for Global CRM including Recognition and Replenishment. He transformed the brand’s capabilities in how they directly engage with customers across their markets and regions. Gianfranco has spent most of his career agency-side, working with brands as diverse as BMW, Adidas, BT, Disney and easyjet to name but a few. He now shares his experience as an advisor, consultant, keynote speaker and author. With a first degree in Astrophysics, he enjoys explaining that engaging with customers in a relevant way need not be rocket science!
SIT TIGHT AND WATCH
We ask the questions we’d like answered this week
Can we rely on the last-minute panic shoppers to see a significant surge in the Gifting sector volumes we are accustomed to seeing over Peak?
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