This document discusses how logistics impacts the customer experience in e-commerce. It notes that customers always have an experience with each transaction, whether good or bad. The various aspects of an e-commerce order that influence customer satisfaction are outlined, including delivery time, delivery location, added services, price, and returns. Improving the customer experience through logistics can increase sales and reduce dissatisfied customers. Logistics will continue to be important for e-commerce companies to gain a competitive advantage through effective management of the customer journey.

2. 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

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ECONOMICS IS (NOW) ABOUT
EMOTION AND PSYCHOLOGY
Robert Shiller, Professor of Economics, Yale University

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CUSTOMER
EXPERIENCE (CX)

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CUSTOMERS ALWAYS HAVE AN EXPERIENCE
customers always have an experience (good, bad, indifferent)

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CUSTOMERS WILL PAY MORE WHEN …

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WHY IMPROVE CX?

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LOGISTICS IN
E-COMMERCE

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E-SHOPPING
so easy…

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THE LIFE OF AN E-COMMERCE ORDER

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CUSTOMERS EXPECTATIONS & SATISFACTION
Time of delivery
Point of delivery
Value added
Price
Returns

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CUSTOMERS EXPECTATIONS & SATISFACTION
Time of delivery

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CUSTOMERS EXPECTATI ONS & SATI SFAC TI ON
Point of delivery

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CUSTOMERS EXPECTATI ONS & SATI SFAC TI ON
Value added services

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CUSTOMERS EXPECTATI ONS & SATI SFAC TI ON
Delivery price

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CUSTOMERS EXPECTATI ONS & SATI SFAC TI ON
Returns

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CUSTOMERS EXPECTATI ONS & SATI SFAC TI ON
Dissatisfaction on delivery aspects

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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

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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

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WAREHOUSING
PICKING RETURNS
PAYMENTSCALL CENTRE
E-COM
PLATFORMS
QUESTIONS ?

22. THANK YOU !
Mateusz Barycza
Raben Logistics Polska
T: +48 661 98 71 71
E: mateusz.barycza@raben-group.com
Key Account Sales Manager