parcelLab CEO talks peak season on Retail Focus Podcast

The podcast, which is available now, explores how brands can manage expectations during the busy holiday season. Tobias provides insights into how retailers can turn negative situations throughout the supply chain, fulfilment, last mile and returns, and turn them into positive experiences.

Hear Tobias's advice to brands preparing for peak season

parcelLab was founded in 2015 by Tobias and his co-founders Julian Krenge (CTO) and Anton Eder (COO). The company, which has over 100+ staff members, is known as the leading Operations Experience Management platform. The team supports brands from across the world to improve the experience that they deliver to people during operational processes. This includes delivery, returns and repairs.

During The Retail Focus Podcast, Tobias explains how brands can use Operations Experience Management to reassure peak season shoppers.

Tobias explained:

There is a lot of uncertainty in the market and especially for consumers. What brands have to do is to take away that uncertainty. They have to be crystal clear in communicating what’s happening - will the order arrive on time, will it not?

And also communicating proactively throughout the entire process, letting the consumer know if things are going as planned or if there are any problems. If there are, what does it mean? Here’s how I am going to help you. And how can I use this as a moment to shine as a brand?

If I utilize this right, if I’m really on top of my capabilities, operationally and with customer communication, I can really make people excited by standing out from the crowd and creating great experiences.

How can you manage customer expectations on your busiest days? Learn how to personalize customer touch points and how it helps build trust in your brand.