E-commerce, Logistics and Happy Customers

Identifying and correcting failures in the logistics process of product delivery, while maintaining the satisfaction levels of their customers, who demand facilities to buy online, is the main challenge facing companies in the new commercial "normality".

Tuesday, May 26, 2020

The outbreak of covid-19 in Central America and the severe home quarantines decreed by the governments, caused the market to undergo deep changes and to be deeply and rapidly transformed, to the point of establishing a new commercial reality.

You may be interested in "New Reality, New Consumers"

Prior to the health crisis, the digital channel had been growing moderately in most markets in the region. However, in this context of social isolation, online sales increased exponentially. This exposed the limitations of most digital platforms and product delivery processes.

See "E-Commerce is Gaining Ground in the Region"

In recent weeks’ social networks have highlighted the frustration of consumers as a result of the obstacles they face when trying to make a purchase online.

Martesfinanciero.com reports complaints about the service provided by companies that make "... supermarket purchases, since it takes them several days to make deliveries, which in theory is senseless given that in the supermarket and especially these days they ask for food and hygiene products, that is, basic necessities," which are required immediately. In these cases, companies have difficulty identifying the root of their problems.

Also see "Sales Points, Consumers and Potential Market"

Demosthenes Perez, a supply chain strategist, explained that the problem of late deliveries is largely due to the "... constant refusal to modernize and digitize the internal processes of companies, as well as its consequences. In addition, it is thought that selling online consists of building a nice website and doing digital marketing as much as possible. Ignoring that it is the logistic processes that really make the difference."

According to the interactive system that monitors in real time the changes in the interests and preferences of consumers in Central American countries, developed by the Trade Intelligence Area of CentralAmericaData, during the year the interest in e-commerce services in the region reported a clear increase, with Guatemala, El Salvador and Panama being the countries that registered the greatest increases in interactions associated with the subject.

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More on this topic

Central America: E-Commerce Still Gaining Ground

October 2020

In the new normal, interest in e-commerce in the region's markets continues to rise, with Guatemala, Costa Rica and Panama being the countries that recorded the greatest increases in interactions associated with the topic.

Through a system that monitors in real time changes in consumer interests and preferences in Central American countries, developed by CentralAmericaData, it is possible to project short and long term demand trends for the different products, sectors and markets operating in the region.

How to Boost Online Sales?

May 2020

Placing the most essential products on the website, establishing partnerships with specialized companies to ensure the shipping and delivery of orders on time, are some of the tips for companies to develop e-commerce in the new business reality.

How to reach customers, implement or enhance the digital sales channel in this context of health crisis, are some of the issues that reveal today to many Central American companies.

Effective E-Commerce to Keep It Going

May 2020

Restrictions on the movement of people test the ability of companies to survive, since in the new business reality it is not enough to have a website to market products, as customers demand effective sales and delivery systems.

In early April, when Guatemala was just beginning its quarantine due to the covid-19 outbreak and the government began banning the movement of people after 4 p.m., some customers reported that the online sales systems of the country's large fast food restaurant chains collapsed in the face of increased demand.

Consumers in the New Commercial Era

April 2020

Less impulsive and more reasoned purchasing decisions and the search for product and supplier information on the Internet and social networks are some of the characteristics of consumers in the new business environment.

Given the spread of covid-19, health authorities in Central American countries have been forced to restrict the mobility of people and have chosen to close most commercial establishments.

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