eCommerce Trends, Customer Experience and Sustainable Delivery

In the Summer 2022 edition of Whistl Magazine, we explore the evolving eCommerce landscape, the growing importance of customer experience and the role of sustainability in logistics. Bringing together research insights, customer case studies and business updates, this issue highlights how Whistl is helping organisations adapt to changing consumer expectations and operational challenges

Adapting to Changing eCommerce Demand

As online shopping continues to evolve, businesses are under increasing pressure to optimise fulfilment, delivery and customer experience. This edition focuses on how Whistl is preparing for peak trading periods and supporting retailers to scale effectively.

Key themes include:

• Preparing for seasonal demand such as Black Friday and Christmas
• Strengthening supply chains and inventory management
• Leveraging multi-carrier delivery strategies to improve resilience
• Using technology and outsourcing to manage operational peaks

Returns in eCommerce: Turning a Challenge into an Opportunity

Returns remain one of the biggest challenges for online retailers, with rising volumes impacting profitability and customer satisfaction. The magazine highlights the importance of building a clear and effective returns strategy.

Insights include:

• Returns are increasing across the eCommerce sector
• A positive returns experience drives repeat purchase behaviour
• Retailers can improve outcomes by simplifying processes and improving product information

Whistl’s integrated fulfilment, delivery and contact centre services enable businesses to manage returns more efficiently and improve customer loyalty.

The Power of Physical Mail in Customer Communication

Despite the growth of digital channels, physical mail continues to play a vital role in customer engagement. Research featured in the magazine shows that customer mail is highly valued, trusted, and often retained for future reference.

Physical mail is particularly effective when:

• Information is important or complex
• Action is required from the recipient
• Security and privacy are key considerations

This reinforces the continued relevance of mail in a multi-channel marketing strategy.

Innovation in Experiential Marketing with Relish

The acquisition of Relish highlights Whistl’s expansion into data-led experiential marketing. The agency specialises in product sampling, placing targeted samples directly into customers’ online retail deliveries.

This approach enables brands to:

• Reach highly relevant audiences at scale
• Increase product awareness and trial
• Deliver a “surprise and delight” customer experience

The feature underscores how combining logistics expertise with marketing innovation can create measurable campaign success.

Sustainability in Logistics: Transitioning to Electric Vehicles

Sustainability is a key focus, with Whistl beginning the rollout of electric vehicles across its network. This initiative is part of a broader investment to reduce emissions and build a more environmentally responsible logistics operation.

Key developments include:

• Expansion of electric van fleets across multiple sites
• Investment in EV charging infrastructure
• Ongoing transition towards lower-emission transport solutions

Strengthening Customer Experience Through Service and Expertise

Customer satisfaction remains central to Whistl’s strategy, with strong feedback highlighting the importance of people, service quality and account management.

Highlights include:

• High levels of customer satisfaction across services
• Continued focus on improving service based on feedback
• Strong emphasis on personalised support through dedicated account management

Case studies such as TOCA Social demonstrate how tailored contact centre solutions can enhance customer journeys and deliver seamless support experiences.

Business Growth, Innovation and Community Impact

The magazine also showcases wider business developments, including:

• Growth and expansion of our Parcels solutions and Posthub services
• Investment in operational leadership and infrastructure
• Industry recognition through awards and customer success stories
• Community and charitable initiatives supporting social impact

This edition of the updates reflects Whistl’s ongoing commitment to innovation, growth and responsible business practices.

Whistl Magazine Summer Issue 2022