When it comes to fulfillment, most people in the industry know that Amazon.com is the company to watch. They, along with other leading vendors and fulfillment partners, have molded customer behavior in so many ways, from the expectation of two-day shipping to near-real-time tracking.
Even more compelling, though, is where customer expectations are going. Companies like Postmates and GrubHub are raising the bar yet again, making it possible to receive goods not in a couple of days, but in a couple of hours.
But don’t just take our word for it; check out this video of Wayne Duan, director of Walgreens Digital Commerce, talking about the importance of convenience in an age of rising customer expectations. This should make us all ask the question: What are we doing to scratch that “instant gratification itch” that customers have?