Last week ReBOUND attended The Delivery Conference at the Park Plaza in London, hosted by Metapack. The choice of venue yet again was superb, located just across from Westminster Bridge with a view of the Houses of Parliament.
The Delivery Conference gets bigger and better every year we attend, with around 1,300 in attendance this year alone. ReBOUND's base for the day was Stand 30 alongside partners at P2P Mailing, sharing the room with the likes of DHL and Doddle.
As Research Co-ordinator, I was interested to hear about the developments in retail and E-Commerce around the world, so I spent the majority of the day fitting in as many talks as possible. However, it soon became pretty clear that returns just wasn't getting the hearing I had anticipated.
My highlights included the talk from Paul Coby - John Lewis, who engaged the audience with a reminder of the brands latest infamous Christmas campaign "Man on the Moon"; and how this drastically improved sales from the moment the social media hysteria began to the morning it premiered - ultimately reminding us of the brands key message: "being the retail revolution". Paul then went on to discuss the brands three peaks of 2015 - Black Friday, Christmas and Clearance; and how Black Friday brought in excess of whopping 4.9 orders per second (now thats impressive!)
Next, I attended the Customer Experience theatre section, with talks from House of Fraser, Forrester, River Island and a panel session with the likes of Boohoo and Wiggle. House of Fraser discussed all about how they put their customer at the centre of what they do, how their new system of buy and collect has really taken off, and how they have cemented themselves at the forefront of innovation through the use of digital beacons in brick of mortar stores. The Vice President of Customer Experience from Forrester was up next, and spoke about how emotion is the most valuable insight from customers. Retailers "need to understand the customers perception of the brand" to go forward.
To follow, Helen Colclough from River Island talked about development in technology and how important the River Island app has been for the brand - with around 1/4 of traffic share coming from the app alone. She also spoke on the significance and rise of click and collect - with 1/3 of online orders coming from customers opting to collect in-store.
Finally, the panel session ended the morning segment with great talks from retail giants Boohoo and Wiggle. Tony Burley, Operations Director from Boohoo, managed to switch the attention from delivery onto returns - "as well as focusing on delivery, it is critical to have a slick and convenient returns process". From our research, we have found that Boohoo do stick to their word that "convenient returns is key", as they present 11 tailored-by-country returns policies on their website, rather than opting for a one-size-fits-all blanket policy, with more than one convenient method of return on offer for their international customers. Tony did suggest that speed is not always important for their target customers (18-24 years old), around 65% of customers will opt for standard delivery if it is free
A great networking lunch later saw us catch up with some new and familiar faces for much of the afternoon as the team split up to cover more ground and to attend as many talks as we could.
All in all the team had a great day at the packed-out Delivery Conference, it was really well organised, we got to talk to some great people and hear all about new developments and innovations in the industry...
Roll on The Delivery Conference 2017!
Missed us at Metapack...?
If you didn't manage to catch us on the stand at Metapack, we will be around at the IMRG Fashion Connect conference in London on Thursday.
ReBOUND's very own CEO Graham and Head of Marketing Charlotte will be up in the breakout theatre at 3.45PM talking all about "The Great Returns Race" - ReBOUNDs unique insight benchmarking report into the top UK retailers international returns policy and process.