The Amazon Effect: How professionals delivery expectations are aligning with their consumer experiences.

Points of Differentiation

The time between order placement and shipping varies among companies. Tivoli Lighting, for instance, commits to shipping within seven days once an order is approved. “At the moment that the order is clean and approved, within seven days, it’s out the door,” said Stephen Ledesma, Marketing Manager for Tivoli Lighting. Cooper Lighting Solutions promises shipping within 10 days or less, while Axis Lighting offers a 10-day commitment, extending to 15 days for complex orders. Acuity Brands guarantees shipment within 15 days for its Design Select program and within 24-48 hours for its Contractor Select program.

Beyond quick turnaround, companies are focusing on easier specification. Cooper Lighting Solutions aims to streamline information access, making it readily available from the start of a project. Tivoli Lighting enhances customer confidence by sharing inventory information on its website. “[The Quick Ship management system] gives power to the customer and confidence that the product is in stock,” Ledesma explained.

Tailored Quick Ship Programs

Each lighting company integrates quick ship differently into their mission. Acuity Brands seeks to provide a comprehensive portfolio to meet all project needs. “We want customers to be able to do 100% of the project within Design Select,” said Justin Moon, Vice President for Product Portfolio at Acuity Brands. Conversely, Tivoli Lighting uses quick ship to phase shipments, sending initial products while custom fixtures are being made. “For large projects, they can do partial shipments, so the site individuals are constantly working,” Ledesma noted.

Product Selection

Lighting companies are ensuring their most popular products are available for quick ship. Axis Lighting’s QuickShip+ program focuses on core products that comprise about 60% of their business, offering various linear and decorative pendants. Similarly, Tivoli Lighting’s program includes essential luminaires from their Pendant and Adapt lines, among others.

Cooper Lighting Solutions offers a broad range of products, with Quick Spec providing a curated selection of popular lighting and control products with a lead time of 10 days or less. “We currently offer 94 product families within the program, with more to come,” Rodau stated. Acuity Brands’ program covers mainstream categories, ensuring key families and core options are available.

Impact and Evolution of Quick Ship

The demand for quick ship programs was initially driven by commercial building projects but remains crucial for tight schedules, supply chain issues, and last-minute needs. “Customers always look for something quick and last minute. It’s nice to have something to offer in such situations,” Rodau said. Quick ship capabilities enhance company agility and customer trust. “The more we meet that service commitment, the more we build trust,” Moon concluded.

Efficiencies learned from quick ship programs benefit overall business operations. Axis Lighting, for instance, now has dedicated production lines for QuickShip+ products. The emphasis on innovation is another advantage. Tivoli Lighting, once known for custom products, now offers finished goods for quick ship. “Quick ship is grabbing on and moving for us,” Ledesma said. Acuity Brands has also refined its product development based on quick ship data.

Future Directions

Lighting companies plan to continually evaluate and expand their quick ship programs. As market demands and regulations evolve, these programs will adapt. “It will continue to evolve based on what the design community is looking for and legislative or code mandates,” Turner commented. Tivoli Lighting foresees changes due to industry shifts and new regulations, ensuring their program remains beneficial to customers. “As the industry changes, so does the program,” Ledesma concluded. 

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