Leopard Systems recently exhibited and attended the World Mail & Express Americas Conference (WMX Americas) in Miami, Florida USA.  Attended by some of the world’s largest international post and parcel organisations; here are few things we learnt about last mile market trends and postal industry insights.

eCommerce is growing like never before

The developing world is jumping online. Emirates Post report that the Middle East and North Africa (MENA) regions are primed for eCommerce growth at a rapid pace – a 40% increase is predicted by 2022.

Postal infrastructure is the cornerstone for growth

eCommerce potential in developing countries is being hindered by inadequate postal infrastructure. Historically, postal networks were not originally designed to cater for bulky items. Therefore modern infrastructure becomes a necessity to keep pace with rapid growth. This scale of widespread change is difficult to implement however.  

Where eCommerce flourishes only the best service will do

Canada Post reported that 66% of shoppers will abandon their cart if there is no free shipping option. That’s two out of every three shoppers! Online consumer expectations centre around top-level customer service including free shipping, loyalty programs, sustainability practices, direct mail and return options.

Ease of returns contributes to online success

The ease of returning an item purchased online supports positive online shopping behaviours. Online shoppers expect to be treated the same way online as they would in-store (including ease of a returns policy).  The market is responding with services such as ZigZag, Happy Returns and Reverse Gear all making returns easier for shoppers.

First and Last Mile is a customer service opportunity

Advances in last mile technologies and a growing concern from industries involved can facilitate an exceptional end-user experience if customer service is deemed a priority.    

The potential of automation

Continued supply change transformation in particular automation has the power to revolutionise how goods are created, purchased, transported and delivered. However, its emergence as a consistent viable warehousing and logistics solution is still yet to occur. The benefits are there, but the moving costs are too great for now.