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Jutro zaczyna się dziś - wpływ logistyki na doświadczenia klientów e-commerce. Mateusz Barycza

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Prezentacja z konferencji eDelivery 2016. www.edelivery2016.pl

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Jutro zaczyna się dziś - wpływ logistyki na doświadczenia klientów e-commerce. Mateusz Barycza

  1. 1. T H E F U T U R E S TA R T S T O D AY The impact of logistics on e-commerce customers experience
  2. 2. W W W . R A B E N - G R O U P . C O M
  3. 3. W W W . R A B E N - G R O U P . C O M ECONOMICS IS (NOW) ABOUT EMOTION AND PSYCHOLOGY Robert Shiller, Professor of Economics, Yale University
  4. 4. W W W . R A B E N - G R O U P . C O M CUSTOMER EXPERIENCE (CX)
  5. 5. W W W . R A B E N - G R O U P . C O M CUSTOMERS ALWAYS HAVE AN EXPERIENCE customers always have an experience (good, bad, indifferent)
  6. 6. W W W . R A B E N - G R O U P . C O M CUSTOMERS WILL PAY MORE WHEN …
  7. 7. W W W . R A B E N - G R O U P . C O M WHY IMPROVE CX?
  8. 8. W W W . R A B E N - G R O U P . C O M LOGISTICS IN E-COMMERCE
  9. 9. W W W . R A B E N - G R O U P . C O M E-SHOPPING so easy…
  10. 10. W W W . R A B E N - G R O U P . C O M THE LIFE OF AN E-COMMERCE ORDER
  11. 11. W W W . R A B E N - G R O U P . C O M CUSTOMERS EXPECTATIONS & SATISFACTION Time of delivery Point of delivery Value added Price Returns
  12. 12. W W W . R A B E N - G R O U P . C O M CUSTOMERS EXPECTATIONS & SATISFACTION Time of delivery
  13. 13. W W W . R A B E N - G R O U P . C O M CUSTOMERS EXPECTATI ONS & SATI SFAC TI ON Point of delivery
  14. 14. W W W . R A B E N - G R O U P . C O M CUSTOMERS EXPECTATI ONS & SATI SFAC TI ON Value added services
  15. 15. W W W . R A B E N - G R O U P . C O M CUSTOMERS EXPECTATI ONS & SATI SFAC TI ON Delivery price
  16. 16. W W W . R A B E N - G R O U P . C O M CUSTOMERS EXPECTATI ONS & SATI SFAC TI ON Returns
  17. 17. W W W . R A B E N - G R O U P . C O M CUSTOMERS EXPECTATI ONS & SATI SFAC TI ON Dissatisfaction on delivery aspects
  18. 18. W W W . R A B E N - G R O U P . C O M 1,000 orders/day 18 % dissatisfied customer 4,5 % x 1000 orders x 20 wdays x 12 mnths x 100 pln = 1,08 million PLN WHAT IF … 100 PLN avg order amount
  19. 19. W W W . R A B E N - G R O U P . C O M LOGISTICS IS A PART OF E-COMMERCE CUSTOMERs JOURNEY YOUR COMPANY CAN REACH COMPETETIVE ADVANTAGE THROUGH LOGISTICS LOGISTICS IS GOING TO BE GAME CHANGER FOR E-COMMERCE IN THE FUTURE IN A NUTSHELL
  20. 20. W W W . R A B E N - G R O U P . C O M WAREHOUSING PICKING RETURNS PAYMENTSCALL CENTRE E-COM PLATFORMS QUESTIONS ?
  21. 21. THANK YOU ! Mateusz Barycza Raben Logistics Polska T: +48 661 98 71 71 E: mateusz.barycza@raben-group.com Key Account Sales Manager

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