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| • | In short supply. Consumers are returning to store aisles, but the US retail industry continues to be plagued by supply bottlenecks, port congestion, and scarce labor—which means some products and services are lacking. Meanwhile, retailers’ recent heavy investments in e-commerce make omnichannel success imperative. [Economist] | | | | • | Same problem, new reason. Empty supermarket shelves in the US and Europe have returned, not because of panic buying but due to supply-chain kerfuffles and inflation. Rising costs may lead consumers back to bulk buying and a pivot to cheaper brands and discount stores, further pressuring traditional grocers. [Bloomberg] | | | | • | Why it matters. Our research shows that when delivery times are too long, almost half of omnichannel consumers shop elsewhere. More than 90% of US online shoppers expect free two- to three-day shipping. With the cost of processing and delivering goods increasing, omnichannel retailers face tough decisions as they work toward improving delivery speeds profitably. | | | | • | Smooth selling. Beyond speed, other omnichannel conveniences such as curbside service, free returns, and in-store pickup all play a significant role in the value proposition retailers can offer consumers. For more on how retailers can invest strategically in network expansion, use analytics and automation to increase productivity, and solve last-mile challenges, see our consumer research. | | | | — Edited by Katy McLaughlin | | This email contains information about McKinsey’s research, insights, services, or events. By opening our emails or clicking on links, you agree to our use of cookies and web tracking technology. For more information on how we use and protect your information, please review our privacy policy. | | You received this email because you subscribed to the On Point newsletter. | | | | Copyright © 2021 | McKinsey & Company, 3 World Trade Center, 175 Greenwich Street, New York, NY 10007 | | | |
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