Logistics as the main pillar of success for an e-commerce business: -Ensuring customer satisfaction from last mile delivery -Available solutions to improve cost and customer experience -Logistics technology that exists to help customers build more brand loyalty with certain brands

1. Delivering Success:
The role of delivery in increasing
customer satisfaction for E-Commerce
brands
Mahdi Al Olabi
R2S Logistics

2. The 4 main pillars of E-commerce
2
Content
Marketing
Logistics
Payments

3. 3
The way a consumer experiences
delivery influences long term
purchasing habits
Loyalty
If Positive If Negative
96%
Would shop more with
that retailer
45%
Are unlikely to shop
with that retailer again

4. Poor delivery can hurt online sales and
damage brand perception
4
One bad experience can be shared amongst a community
of potential customers
40% 56%
Have broadcast
negative experiences
on social media.
Say negative reviews
influence a decision to
shop with that retailer.

5. Retailers can apply proactive
communication to show their customers that
they care
5
82% 81%
Of consumers say it is
important
that a retailer communicate the
tracking status
Of Consumers Say they track their parcel
2 or more times.
The need to keep customers
aware is huge.

6. By providing positive delivery experiences,
a retailer can:
6
Increase conversion
rates
Differentiate from
the competition
Build a loyal customer
base

7. Delivery choices can influence which
retailer a consumer chooses to shop
with
7
66%
Have bought goods from
one retailer over another
because they provided
more delivery options
49%
Have paid more for
better or more
convenient delivery
options

8. Return policies affect who consumers
buy from and how much they spend
8
View return options
before completing an order
81% 51%
41%
Would shop more with
a retailer that made the
returns process easier
Have not shopped with
A retailer because they
didn’t like return options
Are willing to spend more
for a premium and more
convenient return option

9. Retailers who provide more choice in delivery
will standout amongst the competition
9
50% of consumers have not completed an order because of
unsatisfactory delivery options
36% 59%
30%
Why?
44%
Delivery option they
wanted was not
available
Delivery not guaranteed
by certain date
Delivery would take
too long
Delivery was too
expensive

10. So…What’s next?
Consumers told us what methods they would like
to use in the future
10
Same-Day
delivery
One-hour
delivery
Pick-up
points
Electronic Lockers at
Transport Stations

11. What to look for in an E-commerce
logistics partner:
11
• Clear SLA
• Systems for tracing and tracking
• Well trained couriers/delivery agents.
• Value Added Services
• Reporting tools
• Clear COD remittance SLA and process.

12. What should merchants
do to ensure last mile
delivery customer
satisfaction
12

13. 13
Provide regular volume forecasts to your
delivery partner
Ensure they package their shipment safely
and securely with clear identification
Ensure they capture and provide clear
information address from their
customers

14. Tech solutions to reduce cost and
improve customer experience
14
• Merchants to capture customer delivery location and provide it
to delivery partner
• Usage of SMS or other notifications to alert customer
of delivery status to reduce failed deliveries
• Application of non traditional delivery methods such
Pick up and Drop off point to accommodate customer
busy schedules.

15. 15
Thank You