Fulfillment in the new retail ecosystem

Our 2017 Total Retail Survey found that 62% of Canadians buy products online at least once a month, and they’ve been trained to expect two-day or next-day delivery. In fact, 34% expect same-day/next-day delivery, encouraging retailers to experiment with a combination of fulfillment options to meet these expectations.

We interviewed Deepak Chopra, CEO of Canada Post, to learn how Canada Post has responded to the surge in online shopping and changing customer fulfillment expectations. As the largest parcel delivery company in Canada, they’ve witnessed first-hand the impact of retail disruption and reshaped consumer behaviour. Since 2011, Canada Post has achieved over CA$500 million in parcel revenue growth and delivered a staggering number of parcels—1.52 million parcels were delivered on December 5, 2016, alone, an all-time one-day record.

loading-player

Playback of this video is not currently available


In this video, Deepak talks about changes in the Canadian e-commerce landscape and how Canada Post is focusing on customer experience at the final phase of the purchase journey. He specifically talks about the introduction of their retail concept stores—brick-and-mortar Canada Post stores that include 24-hour service, self-service, drive-through parcel pickup, parcel lockers and customer change rooms—to meet consumer expectations of flexible fulfillment options and to help small, medium and large Canadian retailers succeed in the new retail ecosystem.

Fulfillment is one of the six strategies retailers are using to stay competitive and better attract and keep today's shoppers. View our full report The new retail ecosystem: From disrupted to disruptor.

Related content

Loyalty

Our 2017 Total Retail Survey found that 67% of Canadian consumers are loyal shoppers

2017 Retail Trends

Showrooms, consumer experience, and compelling economics

Global Total Retail Survey 2017

We asked nearly 25,000 online shoppers in 29 territories about their shopping behavior and expectations.

Total Retail Survey 2017
We asked nearly 25,000 online shoppers in 29 territories about their shopping behavior and expectations. 

Contact us

Elisa Swern

Consulting Partner, Retail & Consumer, PwC Canada

Tel: +1 416 815 5088

Daniel Rydeen

Partner, Global Advisory Team, PwC Canada

Tel: +1 416 687 8011

Kate Furber

Retail & Consumer Sector and BC Region, PwC Canada

Tel: +1 604 806 7827

Rodrigue Gilbert

Managing Director, Transportation & Logistics, PwC Canada

Tel: +1 416 687 8714

Ilya Bahar

Managing Director, PwC Canada

Tel: +1 416 815 5014

Bill McLean

Canada Family Enterprises and Business Leader, PwC Canada

Tel: +1 416 869 2323

Sonia Boisvert

Assurance Partner, Retail & Consumer, PwC Canada

Tel: +1 514 205 5312

Follow PwC Canada