Defining Your Own Quick Commerce ISO

In the last article, I raised an idea of "Q-U-I-C-K Commerce" and introduced the components of the ecosystem. As online commerce has given birth to a blooming market of vendors and platforms, customers’ focus on “quality” is no longer on the product itself but rather on the overall experience. The question is: modern customers have much higher expectations, what aspects of quality are they considering nowadays? Above all, how should we deliver to fulfill expectations in this Quick Commerce Era with the help of technology?

Quality of Fulfillment

As fast as 30 minutes to solve immediate needs. Gen Z, the generation that constitutes 30% of the global population with growing purchasing power, are digital natives who get most of the things done at their fingertips. They tend to have an expectation of immediacy for everything in their daily life; from food and grocery to entertainment. A survey has shown that 61% of people are no longer satisfied with days of delivery but eager to receive their items within 1-3 hours. Speed becomes a crucial and basic expectation.  

Quality by Visibility

Real-time order tracking throughout the entire journey. The hectic lifestyle has driven the city people to save time in any possible way they can. A recent study showed that 87% of the respondents agreed that real-time tracking made their buying experience more enjoyable. Visibility of what is available online, transparency on arrival time and status mean that the customers can have greater control over their lives and plan their day ahead instead of wasting time waiting. Visibility provides predictability.

Quality with Consistency

Consistently high quality services and quick responses so that customers will not be surprised by missing items, wrong orders or disappeared orders, etc. Customers return and expect the same level of quality based on past positive experiences. A study by McKinsey & Company has found that a consistent customer experience can increase satisfaction, build trust and boost loyalty. 93% of customers are likely to make repeat purchases with businesses that offer great and consistent customer service. Firms have the responsibility to deliver consistent quality to meet customer expectations so as to retain the customers. 

Quality in Seamless Experience

Surprise customers like Aladdin’s lamp. Some studies have indicated that shoppers make at least one impulse purchase each week, contributing up to 80% of all sales. Quick Commerce providers can now predict what items the customers desire at a particular time and subsequently push them time-sensitive offers by looking through customer data. Featuring highlighted products on your homepage or pushing flash sales promotion to “wow” them with data prediction on their imminent needs. Such a seamless experience is something irresistible to any type of customer. 

After checking the above, you may start wondering how to tick all boxes to make your customers stick with your brand: thorough understanding and directly engaging with your customers are the keys. Coming up, we will dive deeper into the magic of brand magnetic and more tactics that can’t be neglected. Stay close and share with me the pain-points that you might be struggling with.