Justus Wilde, Amblique - CASE STUDY: Giving customers reliability, security, visibility and speed

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Justus Wilde, Founder & Strategy Director, Amblique presented this at Online Retail Logistics 2013. The conference focused on ways to create efficient supply chains to support the increase in online shopping.

For more information, visit http://www.informa.com.au/onlineretaillogistics13

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Justus Wilde, Amblique - CASE STUDY: Giving customers reliability, security, visibility and speed

  1. 1. 1 Giving customers reliability,security, visibility and speed Justus Wilde – Principal Strategist November 2013 © 2013. All rights reserved.
  2. 2. What Do We Mean? Reliability Meeting and exceeding customer expectations Security Making customers feel safe purchasing on your website Visibility Updating customers on progress - each step of the way Speed Providing quick delivery to customers © 2013. All rights reserved.
  3. 3. Why is it important? Conversion It affects the initial purchase decision Retention Reliable, transparent & speedy delivery drives frequency Reputation Positive logistics experience generate referrals Customers view experience end-to-end © 2013. All rights reserved.
  4. 4. It affects conversion… 77% abandoned cart 4 53% shipping related Source: Temando - a study by eDigitalResearch and IMRG © 2013. All rights reserved.
  5. 5. It affects conversion… 16% choice related 5 Source: Temando - a study by WorldPay © 2013. All rights reserved.
  6. 6. Delivery options Conversion On average multi-option drives conversion by 11-23% Check in-store inventory Only 0.5% utilisation Click & Collect ~8% of all orders 6 Source: Sampling of 5 Amblique clients Oct 2013 © 2013. All rights reserved.
  7. 7. Unique delivery 7 © 2013. All rights reserved.
  8. 8. It affects conversion… 17% security related 8 Source: Temando - a study by WorldPay © 2013. All rights reserved.
  9. 9. 9 © 2013. All rights reserved.
  10. 10. 10 © 2013. All rights reserved.
  11. 11. Impacting Purchase Decision 11 © 2013. All rights reserved.
  12. 12. eCommerce is built on repeat customers so it pays to make them happy J 12 © 2013. All rights reserved.
  13. 13. Speed drives conversion/frequency Site A Site C 1.2 days 1.6 days 0.86 days 1.49 avg frequency 1.12 avg frequency 1.8avg frequency 60% ~1% conversion 13 Site B ~1.8% conversion 80% © 2013. All rights reserved.
  14. 14. 14 © 2013. All rights reserved.
  15. 15. Proposition follow-through 15 © 2013. All rights reserved.
  16. 16. Free shipping – not always the answer 16 © 2013. All rights reserved.
  17. 17. … Opt-in 30%+ Your supre.com.au order 252425 has been shipped with AustPost. Tracking #123123. 17 Open rate 98%+ © 2013. All rights reserved.
  18. 18. Qualify options Provide recommendation and set clear expectation 18 © 2013. All rights reserved.
  19. 19. Confirming details 19 © 2013. All rights reserved.
  20. 20. Variable shipping – make it easy 20 © 2013. All rights reserved.
  21. 21. experience 2.44pm – order placed 2.45pm – order confirmation 3.18pm – packed 4.48pm - shipped 2:04 order to ship 21 © 2013. All rights reserved.
  22. 22. Order confirmation 22 © 2013. All rights reserved.
  23. 23. Packed Confirmation 23 © 2013. All rights reserved.
  24. 24. Shipped Confirmation 24 © 2013. All rights reserved.
  25. 25. Logistics specific feedback 25 © 2013. All rights reserved.
  26. 26. 26 © 2013. All rights reserved.
  27. 27. Check list: Setup §  Outline proposition & reinforce §  Clear pricing on every page §  Provide multiple shipping options §  Set customer expectation early (days, provider, etc.) §  Notifications every step of the way §  Reconfirm items, delivery type, address §  Target <1 day order to ship §  Tracking for every step / scenario §  Get customer feedback 27 © 2013. All rights reserved.
  28. 28. Check list: Analytics §  Time to pick §  Time ship §  Time to deliver POD §  Orders > 1 day §  Short pick – (stock accuracy, oversell, QA) §  ATLs §  Lost orders §  Damaged orders §  Return % by reason code §  Cost per order §  Total costs inc. fuel levy, re delivers etc §  Customer satisfaction on delivery 28 © 2013. All rights reserved.
  29. 29. Check list: Logistics partners §  Pick your partners well §  Negotiate hard and re-negotiate yearly §  If you need to don’t pay cubic just weight §  Check their process end to end §  Packaging – be careful of branded! §  Understand ATL- authority to leave §  Understand true costs – multiple delivery attempts etc §  Understand how to access their systems §  Demand visibility §  Have a dedicated contact §  Understand what your customers want 29 © 2013. All rights reserved.
  30. 30. Regular industry meet-up in SYD, MEL, BNE & AKL 800+ registered retailers http://www.meetup.com/shoptalk-au http://www.meetup.com/shoptalk-nz © 2013. All rights reserved.
  31. 31. Shop Talk 3 © 2013. All rights reserved.
  32. 32. •  •  •  •  32 eCommerce consultancy Est 1999 local team Demandware partner Proposition: Sell More © 2013. All rights reserved.
  33. 33. Thank You Justus Wilde jw@amblique.com +61 413 517 477 @JustusWilde 33 © 2013. All rights reserved.

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