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Why delays in online shopping orders are turning your customers away for good

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New data from Körber’s 2023 ‘State of Shipping and Returns’ report has revealed that 90 per cent of consumers are less likely to buy from a brand again after a poor online shopping experience.

The research also showed 70 per cent of consumers are having experienced a delayed online order in the last six months.

To address how to tackle supply chain complexity to help remedy these issues and meet consumer expectations – and drive future business success – more than 200 industry leaders from Australia, New Zealand, India, China and the United States met at Körber’s annual flagship conference Elevate APAC 2023 in Melbourne last week (2-3 May).  

Anthony Beavis, Managing Director, ANZ. Image: Körber

The ‘State of Shipping and Returns’ survey announced at Elevate APAC 2023 gathered insights from 2,200 consumer across eight global regions (Australia, UK, Germany, France, US, Canada, Mexico and Brazil) on their post-purchase experience between the moment they click the ‘buy’ button and when the product reaches their doorstep.

Additional findings showed that over a third (35%) of respondents who experienced delays were not provided with a reason.

With speed and convenience driving online purchase decisions, the impact of these delays on customer satisfaction and subsequent brand loyalty is significant.

 How can businesses best adapt to the post-pandemic supply chain world?

Körber leadership team, customers and other industry thought leaders, including McKinsey and Company, Accenture, Super Retail Group and Zebra gathered under the event theme of ‘Find Your Rhythm’ to tackle this very question.

Körber’s annual flagship conference Elevate APAC 2023 in Melbourne. Image: Körber

Darren O’Connor, Körber’s Director of Solution Delivery says it all starts with the consumer and ensuring satisfaction across the online shopping experience is critical.

“Ensuring satisfaction across the online shopping experience is critical. The findings from our latest State of Shipping and Returns survey highlight these online consumer expectations and how necessary it is for organisations to build resilient and efficient supply chains – powered by technology and digitisation – to help meet these standards, allowing them to retain customers and scale their businesses.”

Darren O’Connor, Körber’s Director of Solution Delivery

A key insight discussed at the conference was new thinking and tools focused on gamification as a way to transform a disengaged warehouse operation workforce to an engaged workflow, positively impacting businesses.

Innovations include the launch of Körber’s ‘Robotics-as-a-Service (Raas) for e-fulfilment offering for APAC customers, providing simple access to a global network of robotics service partners for every business size and industry as well as Körber’s new warehouse Unified Control System (UCS). The UCS will orchestrate AMR, people-driven workflows and classic automation systems to boost throughput and productivity, and its Order Management System (OMS), enabling order visibility across channels and actionable data.

Körber’s annual flagship conference Elevate APAC 2023 in Melbourne. Image: Körber

Actionable steps

A vital keynote from John Laing, Senior Expert from McKinsey and Company on the role of Industry 4.0, and how actionable steps – including how prepositioning inventory close to the consumer to reduce delivery times, end-to-end supply chain transparency and advanced analytics to improve forecast accuracy through the supply chain – can help safeguard against economic challenges and future-proof supply chains.

Anthony Beavis, Managing Director, ANZ from Körber says the company were delighted to be able to come together in-person with customers and other industry leaders to learn from each other and “shine a light on some of the new solutions we can offer our customers”.

“As the first in-person flagship conference for Körber down under, the conference demonstrated how the APAC region will be a major focus for our future, and the investment we are making here to support that.”

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Inflation report tests stock rally before Fed meeting

**Inflation report next week could impact stock rally; Fed rate cuts anticipated amid strong job growth and resilient economy.**

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An upcoming inflation report will assess the strength of the U.S. stock market rally and influence the Federal Reserve’s rate cut strategy.

The S&P 500 has recorded its third consecutive weekly gain, increasing over 27% year-to-date.

This upward momentum in equities is influenced by expectations of additional Fed interest rate cuts amid a resilient economy.

Friday’s employment report indicated stronger than expected job growth, reinforcing this positive outlook. However, this data is not expected to change the Fed’s rate plans for its upcoming December meeting.

The consumer price index data due on Wednesday may alter this optimistic sentiment if inflation exceeds expectations, posing risks for well-performing stocks.

Experts note that if inflation rates are high, it could create uncertainty for investors before the Fed meeting.

Following the recent jobs report, the probability of the Fed cutting rates has increased, with nearly a 90% chance predicted for a 25 basis point cut.

The consumer price index is expected to rise by 2.7% over the past year.

If CPI results are higher than expected, it might prompt a cautious approach on future cuts, affecting outlooks for 2025.

Additionally, inflation concerns are heightened by the potential introduction of tariffs by President-elect Donald Trump.

Despite these factors, stock prices continue to rise, although there are warning signs of overly optimistic sentiment in the market.

Some analysts maintain a positive view on stocks heading into the year-end, citing a reduction in concerns surrounding the economy and interest rates.

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Stocks on the way to achieve three consecutive years of gains

S&P 500’s strong 2024 raises hopes, but concerns linger over AI sustainability and economic headwinds affecting future gains.

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The S&P 500 has risen 28% in 2024, poised for consecutive annual gains of over 20%.

Major banks forecast more modest returns for 2025, projecting the index reaching 6500, a 6.7% rise from approximately 6090.

Barclays has a more optimistic target of 6600, with Bank of America and Deutsche Bank expecting 6666 and 7000, respectively.

President-elect Donald Trump’s policies are seen as potentially beneficial for stocks, though high interest rates and geopolitical issues pose risks.

Investors remain cautious about the sustainability of the rally.

Economic conditions

Upcoming inflation data will be crucial for assessing economic conditions before the Federal Reserve’s anticipated rate cut in December.

Increasingly, small-cap stocks are joining the rally, with the Russell 2000 index nearing record highs.

More than 220 S&P stocks have hit 52-week highs recently, which indicates broader market strength, making it less susceptible to downturns.

The early market gains were largely driven by major tech stocks, which continue to perform well amid various challenges.

Long-term growth expectations, however, appear dim, with forecasts suggesting limited gains over the next decade.

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Trump appoints David Sacks as AI and crypto czar

Trump appoints David Sacks as White House AI and crypto czar, focusing on tech leadership and regulatory framework.

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David Sacks has been appointed by President-elect Donald Trump as the White House’s artificial intelligence and crypto czar.

Sacks, a former COO of PayPal, co-founded Craft Ventures and has invested in notable tech companies.

Trump made the announcement on Truth Social, emphasizing Sacks’ role in enhancing America’s leadership in AI and crypto, while protecting free speech and combating Big Tech censorship.

Sacks has previously supported Trump, hosting high-profile fundraisers and discussing political issues on his “All-In” podcast.

Critical of Trump

While he has made donations to various political figures across the spectrum, Sacks has been critical of Trump in the past, especially regarding the January 6 Capitol riot.

His appointment reflects Trump’s strategy of filling his administration with supporters from Silicon Valley and Wall Street who may favor less stringent tech regulations.

Sacks will be tasked with establishing a legal framework for cryptocurrencies in the U.S. and will head a presidential advisory council on science and technology.

This position is notable as the Biden administration has not designated a counterpart for crypto and AI.

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