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Learn How Top Retailers are Winning the Last Mile With Delivery Experience Management


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"The last mile has become a customer experience battleground for retailers, but it’s one that brands can win. While Amazon has raised consumer expectations around delivery speed, what shoppers really want are delivery options tailored to their needs — including self-service options; visibility into where and how their delivery will arrive; and no-hassle resolution when issues do occur. Retailers that focus on last-mile improvements reap benefits such as higher NPS scores, increased AOV and greater customer loyalty.

In this Connected Consumer Series webinar from Retail TouchPoints, sponsored by Convey, attendees will learn how Delivery Experience Management (DEM) provides the single source of last-mile data and tools needed so that retailers can actively manage deliveries efficiently, at scale. Nearly 12% of all shipments encounter some kind of issue, from delays to damaged packages — retailers can either head off problems before they occur, or quickly resolve them to the customer’s satisfaction. With DEM, retailers can ensure customers get their orders how and when they expect, taking intelligent action to correct issues along the way and uphold brand promises.

DEM best practices from retailers including Grove Collaborative, Uncommon Goods and Neiman Marcus will illustrate how retailers can proactively turn around negative shipping experiences, and often avoid them altogether. Expert commentary from a leading industry analyst will identify key last mile challenges and reveal what retailers can do to address them, resulting in efficient transportation, top line growth, and happier customers."

Published in: Retail
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Learn How Top Retailers are Winning the Last Mile With Delivery Experience Management

  1. 1. #CCS19 Learn How Top Retailers are Winning the Last Mile With Delivery Experience Management SPONSORED BY:
  2. 2. #CCS19 Follow this event on LinkedIn & Twitter #CCS19 Retail Touchpoints: @RTouchPoints Adam Blair: @adamblair29 Convey: @Get_Convey Kirsten Newbold-Knipp: @Kirstenpetra BRP Consulting: @brpconsulting Jeffrey Neville: @JefNeville
  3. 3. #CCS19 About Retail TouchPoints  Launched in 2007  Over 45,000 retail subscribers  To provide executives with relevant, insightful content across a variety of digital medium Sign up for our weekly newsletter:
  4. 4. #CCS19 Prize Pack: Register & Attend to Win Earn 1 automatic entry when you register and a second entry when you attend live. Register For & Attend #CCS19 Webinars For the Best Chance to Win! • Free Pass to #RIC19 in NYC May 6th-8th – 1 Winner Per Day • Apple AirPods – 1 Winner • $10 Starbucks Gift Cards – 1 Winner Per Session
  5. 5. #CCS19 Questions, Tweets & Resources Submit your questions here Download today’s resources Join the conversation #CCS19
  6. 6. #CCS19 Panelists MODERATOR: Adam Blair Editor Retail TouchPoints @Adamblair29 Kirsten Newbold-Knipp VP, Chief Marketing Officer Convey @Get_Convey @Kirstenpetra Jeffrey Neville Senior VP and Practice Lead BRP Consulting @BRPConsulting @JefNeville
  7. 7. ©2019 BRP. All rights reserved7 How Top Retailers Are Winning The Last Mile Jeffrey Neville SVP & Practice Lead, BRP Consulting
  8. 8. ©2019 BRP. All rights reserved8 Comprehensive consulting firm helping successful retailers solve their business and technology problems Our firm Our people
  9. 9. ©2019 BRP. All rights reserved9 Customer Expectations
  10. 10. ©2019 BRP. All rights reserved10 68% of consumers want the ability to buy anywhere, ship anywhere and will choose a retailer offering this over one that doesn’t Data from BRP’s Consumer Study
  11. 11. ©2019 BRP. All rights reserved11 66% of consumers are more likely to shop at a retailer offering order tracking across channels over one that doesn’t offer it Data from BRP’s Consumer Study
  12. 12. ©2019 BRP. All rights reserved12 52% of consumers would be more likely to shop in a store offering an automated pick-up process over one that doesn’t offer it Data from BRP’s Consumer Study
  13. 13. ©2019 BRP. All rights reserved13 63% of consumers are likely to stop shopping at a retailer if they have an unsatisfactory experience Data from BRP’s Consumer Study
  14. 14. ©2019 BRP. All rights reserved14 Retailer Capabilities
  15. 15. ©2019 BRP. All rights reserved15 Retailers are offering faster delivery to meet customers’ needs • 39% offer same day delivery • 20% offer 2-hour delivery
  16. 16. ©2019 BRP. All rights reserved16 Retailers are offering complex pick-up and delivery options • 54% offer the ability to deliver via Uber or Lyft • 30% offer curbside pick-up • 3% offer locker pick-up
  17. 17. ©2019 BRP. All rights reserved17 Best Practices for Enhancing the Last Mile
  18. 18. ©2019 BRP. All rights reserved18 Set customer expectations before they click “Buy” • Outline expedited delivery offerings and make requirements easy to find • Clearly mark free returns
  19. 19. ©2019 BRP. All rights reserved19 Communicate tirelessly • Provide notification at 5 major stages in the delivery process 1.Order confirmation 2.Item dispatched 3.In transit 4.Out for delivery 5.Successfully delivered
  20. 20. ©2019 BRP. All rights reserved20 Deliver your products in professional packaging • Appropriately sized • Reflect the brand style • Branded packing list enclosed
  21. 21. ©2019 BRP. All rights reserved21 Be proactive • Don’t wait until there are issues • Use technology to identify and predict delayed, stalled and lost shipments • Proactively communicate to partners and customers to offer solutions
  22. 22. ©2019 BRP. All rights reserved22 Turn a digital experience into an omni-channel experience of shoppers who make in-store returns make additional purchases at the store12 70% 12 “UPS Pulse of the Online Shopper”
  23. 23. ©2019 BRP. All rights reserved23 Overall Benefits
  24. 24. ©2019 BRP. All rights reserved24 The benefits of loyal customers: less expensive to convert1 more likely to make a future purchase2 higher average order value3 1 “The Value of Keeping the Right Customers” 2 Repeat Customers are Profitable and we can Prove It! 3 The ROI From Marketing to Existing Online Customers Returning customers are better for your business than new customers – enhancing the last mile enhances customer loyalty
  25. 25. © 2019 Convey Inc. Get Proactive to Make Delivery a Competitive Advantage
  26. 26. 13.2 Billion Shipments
  28. 28. © 2019 Convey Inc. Ecommerce Has Outgrown Shipping 28 DaystoDeliveryDeliveryOptions 2000 2010 2020 2030... <1 15+ 8 4 1 10 5 2
  29. 29. © 2019 Convey Inc. Fragmented Processes & Tools Inability to Prioritize at Scale Stale, Incomplete Shipment Data Overwhelmed & Ineffective 29
  30. 30. © 2019 Convey Inc. 30 Example: Leaving Delivery To Chance Order Ship Carrier Tracking Page Delay WISMO #1 Customer calls brand No Info Package Damaged WISMO #2 Customer calls brand again No notification to shipper or customer Frustration Shipper is blamed Customer Dissatisfied NPS drop Customer churn Revenue loss NPS Brand Reactive, no visibility | Rising costs, reships & cancels | Customer satisfaction at risk Damaged shipment Delivered late to customer Order reship process initiated. Appeasement expected. Potential order cancellation. Shipper hopes next order has delivery success.
  31. 31. © 2019 Convey Inc. 31 Taking Control of Delivery Experience Means... See Find Understand Engage Communicate Empower Act Collaborate Automate
  32. 32. © 2019 Convey Inc. Customer Experience Total Visibility ● Automated issue discovery ● Collaborative workflows ● Proactive resolution ● Operational efficiency ● Delivery performance ● Customer engagement ● Network maps & alerts ● Custom analytics Take Action ● Carrier, customer, & order data in one place ● Live monitoring and alerts ● Flexible APIs ● Branded tracking ● Appointment scheduling ● Intelligent notifications ● Customer feedback Exception Recovery Insights & Analytics Delivery Experience Management (DEM) 32 The art of proactively ensuring that your customers get their orders how and when they expect, taking intelligent action to correct issues along the way and continuously communicating to uphold brand promises. (DEM) Delivery Experience Management
  33. 33. © 2019 Convey Inc. DEM in Action: Uncommon Goods “We can try new things and new carriers and the customer gets a consistent experience—all branded in one place. We see the delivery date as a promise - we want to deliver that wonderful handmade item, damage free, to your favorite person, by that important date..” PROBLEM Uncommon Goods, a gifting company needed a way to provide consistent, transparent communication at scale for their “delivery as a storefront” model while getting proactive to ensure gifts arrived on time SOLUTION Uncommon Goods use Convey’s Delivery Experience Management platform for peak gifting season to communicate delivery expectations and proactively identify at risk shipments, expediting shipments where needed to meet promises RESULTS Fully capable of providing first class delivery experience to every customer and proactively take action before exceptions impact gifting 12% SUBSCRIBE FOR SMS UPDATES 54% POSITIVE FEEDBACK THROUGH TRACKING PAGE INCREASED ON-TIME PERFORMANCE
  34. 34. © 2019 Convey Inc. Own the experience that matters with proactive communication and control to exceed expectations. Frictionless Customer Experience Automated notifications helped Uncommon Goods improve customer satisfaction over 54%. ● Branded, interactive tracking pages ● Automated status updates & exception alerts ● Self-service appointment scheduling ● Customer feedback and CRM integration
  35. 35. © 2019 Convey Inc. DEM in Action: Grove Collaborative 2x INCREASE IN AVERAGE ORDER VALUE $63 Saved PER DAMAGE CLAIM AND $23 SAVED PER INCORRECT ADDRESS 9.4% NPS IMPROVEMENT “Our team is ruthlessly efficient in everything that we do, but that efficiency was lacking in our shipping systems. Convey changed that.” - Jon DeVierno, Head of Customer Happiness PROBLEM The Grove Collaborative needed to differentiate themselves by offering first class customer service through personalized handling of 100Ks of shipments every month. SOLUTION Use Convey to proactively identify and address exceptions for Parcels in transit to save time and recover customer experience. Allowed half the customer support team to move to be Product Guides for potential customers. RESULTS NPS improvements and measurable impact to customer loyalty and AOV
  36. 36. © 2019 Convey Inc. ● Identify exceptions instantly ● Assign ownership ● Collaborate live with carriers ● Track and manage efficiency Proactive Exception Recovery Turn exceptions into opportunities to impress with automation, collaborative workflows, and management dashboards. Proactive Exception Management helped Grove Collaborative save $63 per damage and improve customer satisfaction over 9%. 36
  37. 37. © 2019 Convey Inc. DEM in Action: Neiman Marcus “Within 30 days of launching the software Neiman Marcus had reduced its transit time to customers by 24%” PROBLEM Neiman Marcus large item carriers were struggling with on-time percentage due to customer appointment complexity SOLUTION Neiman Marcus launched Convey in July 2017 for large shipments RESULTS With Convey’s Delivery Experience Management platform, Neiman-Marcus provides in-transit visibility to customers and takes action when exceptions or challenges scheduling appointments arise 24,777 APPOINTMENTS SET WITH CONVEY 24% IMPROVEMENT IN LARGE ITEM TRANSIT TIME
  38. 38. © 2019 Convey Inc. ● Shareable, custom analytics ● Real time network alerts ● Benchmarks from 1.5B shipping events ● 100+ years of supply chain expertise Insights to Optimize your Network Connect, understand, and benchmark delivery performance, operations, and customer sentiment to prioritize and get ahead of major issues. 38 Optimize shipping costs, improve performance, and increase operational efficiency at scale.
  39. 39. © 2019 Convey Inc. Effective DEM Reduces Costs & Grows Revenue 39 Upside Brands using Convey to perfect last mile delivery experiences benefit from higher retention and revenue opportunities. Improve CSAT & NPS Lift Customer Engagement Increase Lifetime Value Boost Brand Perception 6x ROI Avoid WISMO Calls Reduce Cancels & Reships Better Delivery Performance Increase Team Productivity Brands using Convey to perfect last mile delivery experiences save up to 4% of hard costs related to last mile.
  40. 40. 150M SHOPPER EXPERIENCES MANAGED 120+ BRANDS OWNING THE CUSTOMER EXPERIENCE 99% NORTH AMERICAN LAST-MILE SHIPMENT COVERAGE 100+ CARRIERS COLLABORATING TO IMPROVE CX 1.5B+ SHIPPING EVENTS TRACKED Perfecting Delivery Experience: Reducing cost and winning customer loyalty through visibility, insights and action
  41. 41. #CCS19 Q&A // Panelists Kirsten Newbold-Knipp VP, Chief Marketing Officer Convey @Get_Convey @Kirstenpetra MODERATOR: Adam Blair Editor Retail TouchPoints @Adamblair29 Jeffrey Neville Senior VP and Practice Lead BRP Consulting @BRPConsulting @JefNeville
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