Growing your business with better delivery discusses how providing good delivery experiences is important for customer satisfaction and retention. It outlines that consumers want fast, convenient delivery options like next-day and click-and-collect. Choosing the right carrier and automating order routing can help meet consumer needs while reducing costs from failed deliveries. Communicating delivery status and being reachable helps give customers peace of mind.
#TDCGlobal 2019, Andy Pickering, International Network Director, Royal Mail I...MetaPack
Title: Meeting the E commerce customer needs – a postal view
This presentation will cover the ecommerce landscape, the priorities for meeting customer needs in the cross border market and present some contemporary experience from a Royal Mail perspective.
#TDCGlobal 2019, Andy Pickering, International Network Director, Royal Mail I...MetaPack
Title: Meeting the E commerce customer needs – a postal view
This presentation will cover the ecommerce landscape, the priorities for meeting customer needs in the cross border market and present some contemporary experience from a Royal Mail perspective.
How Diversifying Your Shipping Strategy Can Drive Value for Your OrganizationGSO2015
Find out how adding a Regional Overnight Delivery Provider to Your Shipping Mix Will Improve Service for Customers and Lower Your Shipping Costs. You'll find that there are many great Regional Alternatives to UPS and FedEx.
Learn How Top Retailers are Winning the Last Mile With Delivery Experience Ma...G3 Communications
Access the full event here: https://event.on24.com/wcc/r/1959223/858371423C975CB61D19288C605A108C
"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."
Ptak Prize India Qualifier 2014 -
Analysis of E-Commerce Supply Chain Challenges and Logistics Bottlenecks. Industry analysis using Porter's 5 forces model, strategic road map for E-commerce firms in India and the future of omni-channel retail.
Case Questions:
The logistics issues were there for decades and it impacts the same way all the sectors which heavily rely on distribution (Example: FMCG). So keeping these logistics issues as constraints to live with,
(a) Analyze and present what Specifics to Ecommerce Industry makes Logistics as a 'Critical Bottleneck'
(b) Analyze and present the key things that make 'Last Mile Network Planning and Scheduling' a nightmare for the planners.
2. Using Porter's 5 Forces, analyze the current E-Tailing (Retail E-Commerce) Industry and tell us, Will you start your Own E-Commerce business in 2015? Support either of your answers with facts and your inferences.
3. Review the below statements carefully:
i. "Equity Funds are not free money - Investors will push you hard for profitability soon; as you are aware, none of the Indian E-Com players are profitable".
ii. "E-Commerce customers are well tamed with multiple value propositions (Easy Returns, Discounts, Cash on delivery (COD), free replacement etc.) from E-Commerce companies. You restrict any one of it, it will lead to dissatisfaction"
Now assuming you are the 'Head-Strategy' for an E-Commerce organization- set the strategy for 2015 to 2019.
4. Article clearly says "OMNI Channel (Click and Brick) is the future". Now, traditional offline giants like TATA, Reliance etc., will setup their own online vertical and E-Commerce big players will also come up with physical stores. Analyze both these scenarios in detail and present who is going to be the winner - Is it Offline player who adopted the Online as an extended channel or the Online player who adopted the Offline as an extended channel?
E-commerce: transforming Australian supply chainsRebecca Manjra
Australian retail supply chains are becoming more and more complex. They must be capable of managing increasing customer expectations, channel diversification and increasingly complex product sourcing strategies. A step-change in supply chain design and capability is required if retailers are to remain competitive. GRA has released a whitepaper explaining why online retailing is so challenging, what can be learnt from overseas, and how retailers can be positioned to profit through their online business.
eCommerce Returns – The Most Important Things to Consideri95Dev
Returns leave a significant dent in the retailers balance sheet. In this blog, we discuss the important things to consider while managing eCommerce returns.
Charles Thompson, General Manager of Australia Post and StarTrack International & Partner Sales business will explore the ways in which ecommerce supply chains are evolving and Australia Post’s role in coordinating and fulfilling the demands of Australian businesses and consumers in the Asian region.
Tutorial on Creating Quality Online Shopping Experience 20170112Adams Company Limited
This is a presentation delivered by Matthew Kwan, Principal Consultant of Adams Company Limited (www.adamshk.com) for Hong Kong Retail Management Association (HKRMA) about creating quality online shopping experience. The session also covered the specific requirements for the newly launched Quality e-Shop Recognition Scheme for those interested parties.
How Diversifying Your Shipping Strategy Can Drive Value for Your OrganizationGSO2015
Find out how adding a Regional Overnight Delivery Provider to Your Shipping Mix Will Improve Service for Customers and Lower Your Shipping Costs. You'll find that there are many great Regional Alternatives to UPS and FedEx.
Learn How Top Retailers are Winning the Last Mile With Delivery Experience Ma...G3 Communications
Access the full event here: https://event.on24.com/wcc/r/1959223/858371423C975CB61D19288C605A108C
"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."
Ptak Prize India Qualifier 2014 -
Analysis of E-Commerce Supply Chain Challenges and Logistics Bottlenecks. Industry analysis using Porter's 5 forces model, strategic road map for E-commerce firms in India and the future of omni-channel retail.
Case Questions:
The logistics issues were there for decades and it impacts the same way all the sectors which heavily rely on distribution (Example: FMCG). So keeping these logistics issues as constraints to live with,
(a) Analyze and present what Specifics to Ecommerce Industry makes Logistics as a 'Critical Bottleneck'
(b) Analyze and present the key things that make 'Last Mile Network Planning and Scheduling' a nightmare for the planners.
2. Using Porter's 5 Forces, analyze the current E-Tailing (Retail E-Commerce) Industry and tell us, Will you start your Own E-Commerce business in 2015? Support either of your answers with facts and your inferences.
3. Review the below statements carefully:
i. "Equity Funds are not free money - Investors will push you hard for profitability soon; as you are aware, none of the Indian E-Com players are profitable".
ii. "E-Commerce customers are well tamed with multiple value propositions (Easy Returns, Discounts, Cash on delivery (COD), free replacement etc.) from E-Commerce companies. You restrict any one of it, it will lead to dissatisfaction"
Now assuming you are the 'Head-Strategy' for an E-Commerce organization- set the strategy for 2015 to 2019.
4. Article clearly says "OMNI Channel (Click and Brick) is the future". Now, traditional offline giants like TATA, Reliance etc., will setup their own online vertical and E-Commerce big players will also come up with physical stores. Analyze both these scenarios in detail and present who is going to be the winner - Is it Offline player who adopted the Online as an extended channel or the Online player who adopted the Offline as an extended channel?
E-commerce: transforming Australian supply chainsRebecca Manjra
Australian retail supply chains are becoming more and more complex. They must be capable of managing increasing customer expectations, channel diversification and increasingly complex product sourcing strategies. A step-change in supply chain design and capability is required if retailers are to remain competitive. GRA has released a whitepaper explaining why online retailing is so challenging, what can be learnt from overseas, and how retailers can be positioned to profit through their online business.
eCommerce Returns – The Most Important Things to Consideri95Dev
Returns leave a significant dent in the retailers balance sheet. In this blog, we discuss the important things to consider while managing eCommerce returns.
Charles Thompson, General Manager of Australia Post and StarTrack International & Partner Sales business will explore the ways in which ecommerce supply chains are evolving and Australia Post’s role in coordinating and fulfilling the demands of Australian businesses and consumers in the Asian region.
Tutorial on Creating Quality Online Shopping Experience 20170112Adams Company Limited
This is a presentation delivered by Matthew Kwan, Principal Consultant of Adams Company Limited (www.adamshk.com) for Hong Kong Retail Management Association (HKRMA) about creating quality online shopping experience. The session also covered the specific requirements for the newly launched Quality e-Shop Recognition Scheme for those interested parties.
How To Prepare Your eCommerce Business For Christmas and 2017Linnworks
Tamebay's Chris Dawson joined us at Linn Academy 2016, to discuss how you can best prepare your business for not only the Christmas period, but also 2017. To watch the recording of the talk, visit https://youtu.be/C2LjWpKYjYM
Post Brexit Implications For Your eCommerce BusinessLinnworks
World First Chief Economist joined Linnworks at Linn Academy 2016, to provide his insight into how retailers can future-proof their business from increased risk, in this post-Brexit British economy. To watch the full recording of the talk, visit https://youtu.be/L172n6p5Uts
Amazon's John Barlow joined us at Linn Academy 2016, to discuss how Amazon sellers can take advantage of the cross-border trade opportunities offered by the marketplace, in order to grow their business with Amazon. To watch the full talk, visit https://youtu.be/VUzisQJvdlc
Linnworks Roadmap: The Future of LinnworksLinnworks
At this year's Linn Academy, Linnworks CEO and System Architect, Fedor Dzjuba, discussed the future of the company and the developments that customers can expect in the coming months and years. To watch the full talk, visit https://youtu.be/7fBd7OHjqdA
Find out about Linnworks' new partnership with eBay, and learn how you can take advantage of the tools and opportunities for growing your business on this marketplace. To watch the full talk from this Linn Academy 2016, visit https://youtu.be/ky6Tog8sFPA
Find out more about the Linnworks Data Import/Export tool, and learn how you can leverage this powerful piece of functionality for your business. To watch the full Linn Academy workshop, go to https://youtu.be/LlIgLLR-jYM
Find out some of the advances ways that Linnworks can be customised to suit a business's needs, in this slide deck from the Linn Academy 2016 Customisation in Linnworks.net workshop. To watch the full talk, visit https://youtu.be/T1_Qi_UedXc
Find out how you can grow your business on Amazon, and leverage some of the tools within Linnworks to enhance your this growth, in this slide deck from the Linn Academy 2016 Amazon Growth Masterclass.
The Linn Academy 2016 keynote, hosted by Linnworks CEO and System Architect Fedor Dzjuba, provides a deep-dive into how eCommerce is changing, what we can expect in the next few years and how we can adapt our businesses. To watch the talk, simply visit https://youtu.be/sdPzJBQahgo
2. Overview
• Impact of a bad delivery
• What consumers are looking for
• Making money from carriage
• Choosing the right service
• Automation and routing
• Delivery communication
Private & Confidential
3. Craig Lee – Head of National Sales, GFS
• 17 years industry experience in the express parcel
market and postal sector
• Previously worked for TNT Post (PostNL), FedEx UK,
DPD and UK Mail
• Commercial expertise across global logistics and
supply chain
• Joined GFS in 2013
4. Impact of a bad delivery
Unsure order will arrive in time
Delivery cost
Don’t offer the delivery service I need
Won’t click buy Won’t order again
No idea of progress of order
Difficult to reschedule
Late delivery
What will the consumer remember – Hassle!
6. Speed
41% of consumers
stated “fast delivery”
as a key reason they
would stay loyal to a
retailer
Manhattan Associates, 2017
7. Convenience
Popularity of Click and Collect on the rise:
Click and
Collect up by
20% from
2015
British Retail Consortium, 2016
8. Consumer A
“I have a long commute
on the train everyday, so
it’s easier for me to collect
parcels from the train
station on my way home
from work.”
9. Consumer B
“As a consultant, my
working schedule can
be varied. I need to
pick a delivery date or
a morning slot to make
sure I am at home to
receive my parcels.”
10. Consumer C
”I am a student and I
don’t want to pay more
than I have to for delivery.
My parcel can arrive
anytime as I know that
me or my housemates will
be at home to receive it.”
11. Benefit of offering choice and convenience
Standard or next day delivery – no good for consumers A + B
Don’t miss out on sales, carriage is a profitable opportunity
Standard, next day, timed and click + collect
Good for consumers A+ B + C
Next day and AM slot – no good for consumer A
13. Giving the right impression
Providing clear delivery timescales
– reduces incoming queries
Consumer actively involved in the delivery
- increases first time delivery success
Reduces consumer frustration
Keep potential redelivery or return to sender charges to a
minimum
14. Cost of poor delivery
Consumer Retailer
Failed first delivery - rearranged £29.5m £39.5m
Failed first delivery – collection by customer £105m £0
Late delivery £79.7m £122.3m
Failed delivery/ lost order/ cancellation of
order leading to loss of customer goodwill
and loss of customer
£9.7m £274.5m
Total £224.4m £436.5m
Overall industry cost by scenario
IMRG Valuing Home Delivery Review 2016
15. Consumer Retailer
Failed first delivery - rearranged £2.28 £6.10
Failed first delivery – collection by customer £8.11 £0
Late delivery £1.99 £6.10
Failed delivery/ lost order/ cancellation of
order leading to loss of customer goodwill
and loss of customer
£4.19 £118.06
Total £17 £130
Overall industry cost by event
IMRG Valuing Home Delivery Review 2016
Cost of poor delivery
19. Choosing the right carrier service
• Heavy
• Bulky – Long lengths
• Several boxes
• Delivery to residential
addresses
20. Simplify and Automate
• Choice up front
• Importing orders – reduce errors with automated transfer
• Routing rules
• Size of items
• Weight of items
• Cost of service
• Claims value
21. Axminster Tools & Machinery
Able to correctly present
delivery options for over
17,000 SKUs
22. Communication
• The consumer will always link the delivery experience with
your brand
• Take away the unknown and communicate with your
customer throughout the delivery journey
• Parcel tracking and regular updates gives the consumer
peace of mind, while increasing first time delivery success
One in four British consumers (23%) say poor communication has
caused them to miss a delivery in the past 12 months Engage Hub, 2017
25. Handling delivery queries
• Ensure you understand your carriers procedures
- How to contact them
- Number of delivery attempts
- Any additional charges
• Monitoring shipments
- Identify problems
- Chase carriers for responses
26. Summary
• Listen to the consumer - not everyone wants the same delivery service
• More choice to increase sales
• Choose the right carriers and services for you
• Automate to reduce human error
• Communication - be memorable for the right reasons