Commitment, Communication and Control: The Modern Customer Delivery Imperative
|
|
- Madlyn Lindsey
- 6 years ago
- Views:
Transcription
1 Commitment, Communication and Control: The Modern Customer Delivery Imperative
2 It s no secret that Amazon has elevated customer expectations, steadily training consumers to focus on the post-purchase experience when evaluating where to spend their dollars. Despite the well-known costs of poor delivery, most retailers still fail to impress when it comes down to the final mile. In fact, the majority of shoppers (58.6%) report that retailers are mediocre at best in this regard. This is a sentiment that is only amplified during the holidays, when most retailers do the bulk of their business and when 32% of shoppers are more likely to blame the retailer for a failed delivery. With every poor experience, retailers pay the price in customer care costs, carrier fees, and lost customers. So, what is a great delivery experience? Today s customers are more demanding than ever, expecting retailers to be responsible for the full experience from cart to door. Gone are the days where words like free and fast could be the golden ticket to a satisfied shopper. In fact, 40% of consumers now report¹ that delivery is the single most decisive factor of the shopping experience, demand to work with retailers over the carrier, and 94% will not return after one delivery failure.² What is active delivery management? Real-time shipment visibility: See all shipments, across all carriers, in real-time, and identify risks before they become experience nightmares Rapid exception resolution: Resolve issues before they impact the customer by becoming a hero rather than a perpetrator Proactive customer communication: Set appropriate expectations and keep customers apprised at every step of their shipment s journey To compete, modern retailers need to take control of the post-purchase experience. Leaders like Amazon, Walmart, and Wayfair have already recognized this imperative and are deploying new delivery initiatives aimed at providing greater transparency, convenience, and delivery options. Ultimately, those that end up on top will be the ones who listen to customers and take an active role in ensuring a great experience during the last, most critical, stage of the buyer journey. To compete, modern retailers need to take control of the post-purchase experience. We completed two surveys with 1,500 shoppers with the goals of identifying the what, when, and how of delivery expectations both during the holidays and the rest of the year. Read on to learn more. 2 1 Convey - ² Dropoff -
3 The 3 C s for Meeting Shopper Delivery Demands
4 Commitment: Because Dates Matter Just like in a relationship, shoppers expect retailers to make a commitment and keep it. If for some reason retailers are unable to meet their commitments, consumers expect the retailer to seek a resolution or at a very minimum, communicate the mishap if for no other reason than to show a dedication to retaining the customer s business. Across both of our surveys, shoppers emphasized the importance of date commitments to the delivery experience. When asked to choose the most important delivery factor during the holiday season, 29% reported a desire for a specific promise date and another 23% reported a delivery date range, bested only by cost at 33%. Interestingly, 5% of respondents reported that same-day delivery will be the most important factor in their decision to shop online this season, when a few years ago, that was not even an option for most retailers. Additionally, those who ranked date related factors as the most important delivery criteria are 19% more likely to blame the retailer when the delivery issues arise. Planned timing of purchases was indicative of how important dates were to this year s holiday shoppers. Cost ranked highest when the majority of shopping was planned for Cyber Monday or earlier, while dates ranked higher for those shopping later in the season. Unsurprisingly, shoppers were 30% more likely to report same-day delivery as the most important factor if they planned to complete the majority of their purchases after December 18th. 57% of consumers said they would be impressed if their retailer either refunded shipping costs or expedited a new shipment in response to a late shipment. Beyond just being important to the initial purchase decision, shipping delays and date changes were at the top of the list for desired retailer response. In fact, over 95% of shoppers reported that they expect retailers to proactively respond if the carrier s estimated delivery date changes while a shipment is in transit and over 90% expect some form of action or compensation for missed promise-by dates. PREFERRED RESPONSE TO A MISSED PROMISE DATE Refund of shipping costs Discount for a future purchase Expedited shipping for a replacement Expedited shipping for a future purchase No response necessary EXPECTED COMPENSATION FOR OTHER DELAYS Refund of shipping costs Discount for a future purchase Expedited shipping for a replacement Item return & refund* No response necessary *Those shopping after December 18th were 26% more likely to prefer a return and refund if their order was delayed. 4
5 Communication: It s All About the When & How Shoppers were loud and clear about how and when they want to communicate with retailers. 93% reported that they want to stay informed and receive proactive updates from retailers about their shipments. It appears detailed tracking and exception notifications should now be added to the list of delivery table stakes right up there with free and fast shipping options. Those surveyed indicated that there were three unique communication requirements for retailers: timing, method, and feedback. TIMING When an exception occurs with a delivery, 41% of shoppers expect to be notified immediately and only 7% do not expect to receive a notification. Also key is the ability to provide context around the change or issue within the body of the notification. Only 8% of shoppers prefer to learn about an issue via their tracking page. Gender does appear to play a role in timing expectations, with females being 31% more likely than their male counterparts to desire immediate notification. Shoppers Preferred Communication Channels 50% 21% SMS METHOD Shoppers overwhelmingly reported that notifications were preferable to SMS, phone calls, tracking page updates, and Facebook notifications. Despite the trendiness of Facebook Messenger as a new communication channel, more shoppers stated that they would rather not be notified (7%) than receive a Facebook message (1%) indicating that resources would be better spent establishing and SMS subscriptions at checkout compared to creating and maintaining Facebook chat bots in the short term. FEEDBACK Only 6% of shoppers suggested that providing feedback in the event of a poor delivery experience was of no interest. Of the 94% interested in providing feedback, convenience is of utmost importance with 68% of shoppers preferring to provide feedback via or online form compared to other modes of communication (phone, SMS, and Facebook Messenger). There was a strong correlation between the customer wanting to use the same channel for feedback that the retailer used for communication. 12% PHONE CALL 7% PREFER NO CONTACT 1% OTHER 8% TRACKING PAGE 1% FACEBOOK MESSENGER 5
6 Control: A Little Give and Take Survey respondents made it clear that they both want retailers to take control of resolving shipping issues, and they also have a desire to be in control over certain options that impact the convenience of the delivery. In the case of common delivery exceptions, customers were most likely to expect the retailer to take action to resolve the issue, but were more likely to view the retailer in an exceptional light if provided the right resolution options. Early investment in this kind of active intervention and integration of customer preferences has the most potential to not only meet but exceed customer expectations for delivery solidifying brand loyalty in ways that only superb customer/retailer experiences can. Shoppers aged are 35% more likely to prefer self-service options such as pick-up lockers and holding a shipment at a terminal When it comes to retailers managing deliveries to success, it is not just about the what of fixing an issue it is also imperative to address the how. We asked customers to share their expectations around how the most common shipping exceptions should be handled, as well as to share what options would impress or exceed their expectations if made available. The universal expectation, regardless of issue, was that shoppers (97.5%) expect to either be able to self-serve or interact with the retailer directly to resolve delivery issues. Today, a huge disconnect exists here, as many retailers, including those acutely focused on customer service, do not have the tools or processes in place to meet this need often responding reactively to inbound calls and in many cases sending shoppers to brave a carrier s number. Major parcel carriers have made incredible strides in recent years introducing a multitude of self-serve functionality including USPS s announcement that shoppers will now be able to reschedule delivery times online to ensure someone is home. In spite of these advancements, adoption will likely be limited until retailers are able to communicate and coordinate on the customer s behalf. INCORRECT ADDRESSES 32% Re-route the shipment 26% Any free resolution s 24% Return and expedite a new one 7% Hold at terminal 5% Send to pickup locker 4% Any paid resolution 2% Coordinate with carrier 32% 26% 24% DAMAGES 57% Refund All Costs 32% Expedited shipping on replacement 6% Credit for future purchase 4% No action expected 1% Help process the claim 57% 32% How to Exceed Expectations 58% Automatically refund shipping costs if late 57% Expedite delivery for free if late 38% Allow shoppers to choose a specific delivery date 19% Allow the shopper to reroute a package 7% 5% 4% 2% 6% 4% 1% 11% Allow shopper to request the package be held at terminal 6
7 Shopper Expectations Intensify During the Holiday Season As the holidays creep closer and closer, customers expectations only heighten. As e-commerce sales are projected to overtake brick and mortar sales this year,³ creating a delivery experience that delights and surprises customers will have a lasting effect on whether shoppers return in January and beyond. Dropoff reported that when a retailer keeps its promises during the holiday, customers are 17% more likely to recommend it than during any other time of the year.⁴ Our survey corroborated the impact delivery can have on overall brand opinions. 27% of respondents reported that they expect retailers to perform better delivery during the holidays than compared to any other point in the year, and 32% of shoppers reported that they are more likely to blame a retailer for any delivery issues during the holidays. Here are some other interesting nuances about holiday delivery preferences our survey revealed: Holiday shopping is creeping earlier in the year, with 20% expecting to do their shopping ahead of Thanksgiving and 22% expect to have finished shopping by Cyber Monday. Online power shoppers or those who plan to do 75% or more of their holiday shopping online are 7% less likely to blame the retailer when deliveries go wrong. These same shoppers are also 2x as likely to expect to be able to make changes to their order while it s in transit, no questions asked. Preconceived notions play a role in how much shopping a customer will do online. Those who believe retailers will do a poor job during the holidays are 2x less likely to complete the majority of their shopping online this season. Shoppers who indicate that date related factors are the most important delivery criteria during the holidays are 18% more likely to blame the retailer for any issues. Those who expect more frequent, and more timely, notification about delivery issues are 23% less likely to blame the retailer for failed deliveries during the holidays. 7 ³ Retail Dive - ⁴ Dropoff -
8 Nurturing Loyalty and Trust Through Delivery is Key to Future Success Consumers across the country have spoken in order to earn customer loyalty, retailers must heed the call of their shoppers and improve final mile visibility. This will mean embracing the tools and processes required to manage delivery experiences at scale, establishing clear channels for customer communication, and becoming more ingrained with carrier service teams. While it is clear that customer expectations far exceed current delivery management capabilities for many retailers, innovative retailers and carriers are actively pursuing creative strategies to bridge this gap. Retailers like Amazon and Wayfair are taking control over delivery by beginning to own the operations related to last mile fulfillment. Carriers like UPS, FedEx and USPS are providing shoppers with more options to make changes to shipments in transit. Regardless, shoppers clear preference to work with retailers not carriers requires retailers who rely on common carriers to add capabilities that allow them to actively manage deliveries. In order for retailers to garner long-lasting loyalty, shoppers must feel empowered with the knowledge and confidence that their retailers will be on their side if a delivery goes awry. Key Takeaways: Dates matter. Communicate actively and often. Take control and resolve exceptions. Give shoppers a voice. Everything is more important during the holidays. 8 ⁵ Convey -
9 About the Research Convey recently conducted two surveys of 1500 people on delivery expectations and preferences both yearround and specific to the holiday season with the goal of understanding what aspects of delivery consumers found important, and how those factors change leading up to high-pressure retail seasons. Both surveys were completed with Google Consumer Surveys. Survey Demographics PERCENTAGE OF EACH AGE GROUP REPRESENTED years of age: 20.6% years of age: 38.1% years of age: 41.5% PERCENTAGE OF EACH US REGION REPRESENTED Midwest: 26.4% Northeast: 17.3% South: 33.7% West: 22.6% PERCENTAGE OF EACH GENDER REPRESENTED Male: 51.8% Female: 48.3% WHEN CUSTOMERS PLAN TO DO THE MAJORITY OF YOUR ONLINE HOLIDAY SHOPPING 19.6% BEFORE THANKSGIVING 14.7% BLACK FRIDAY 7.3% CYBER MONDAY 41.2% BETWEEN CYBER MONDAY & DECEMBER 18TH 17.1% AFTER DECEMBER 18TH 9
10 About Convey At Convey, we believe the world s supply chains need reinvention. As channels, carrier networks, and consumer demands become increasingly complicated, pressure is mounting for logistics and operations teams to become more dynamic, agile, and customer-centric. From parcel to freight, and first to final mile, Convey helps the world s largest brands reduce costs, improve visibility and transform transportation into their next competitive advantage. LEARN MORE AT:
A Retailer s Guide to Getting Omnichannel Customer Service Right
A Retailer s Guide to Getting Omnichannel Customer Service Right 2 Contents 04 Why You Need Omnichannel Customer Service 05 What Customers Expect 06 The Boiling Point 07 Performing a Customer Service Audit
More informationHoliday Purchasing Habits: A Digital Advantage for Local Businesses
Holiday Purchasing Habits: A Digital Advantage for Local Businesses Consumer Preferences for Search, Social, Mobile and Email This Holiday Season Page 2 Holiday shopping season means big profits for local
More informationCHANNELADVISOR WHITE PAPER. Everything You Ever Wanted to Know About Feedback on EBay
CHANNELADVISOR WHITE PAPER Everything You Ever Wanted to Know About Feedback on EBay Everything You Ever Wanted to Know About Feedback on EBay 2 An important part of successful selling on ebay is the feedback
More informationtis the season for c u s t omer eng a gement
tis the season for c u s t omer eng a gement overview WHA T WE WA NTED T O LEARN Retailers know the holidays are an important opportunity to build new customer relationships and strengthen customer loyalty,
More informationClose To My Heart Consultant Manual Procedures United States
Close To My Heart Consultant Manual Procedures United States Home Office Information Our dedicated office staff is here to offer assistance to Consultants who have questions pertaining to orders, commissions,
More information2017 SHOPPER PROFILES
2017 SHOPPER PROFILES Discount Dependent Luxury Loyalists Impulse Led Couch Converters LOOKING BEYOND DEMOGRAPHICS: FOUR MODERN SHOPPER PROFILES The modern shopper is becoming increasingly complex and
More informationPower multiple marketplaces via a single platform. We support Amazon and ebay, as well as Tesco, Otto, Cdiscount, Walmart and more.
MARKETPLACES DATA SHEET Third-party marketplaces like Amazon, ebay, Tesco, Cdiscount and Walmart account for a growing portion of global online retail sales. Online retailers of all sizes are recognising
More informationBobsled Marketing. Seller. - White Paper -
Bobsled Marketing Seller Fulfilled Prime - White Paper - Table of Contents 1. What is Seller Fulfilled Prime? 2. Requirements 3. Requirements (continued) 4. Requirements (continued) 5. Requirements (continued)
More informationMARKETPLACES DATA SHEET. How our organization uses ChannelAdvisor: We use marketplaces to expand our footprint and brand awareness.
MARKETPLACES DATA SHEET Third-party marketplaces like Amazon, ebay, Walmart and Jet account for a growing portion of global online retail sales. Online retailers of all sizes are recognizing the profit
More information2016 UPS How to Click with High-Tech Online Shoppers
2016 UPS How to Click with High-Tech Online Shoppers INTRODUCTION High-tech online purchasers are plugged in across all stages of the shopping experience from research and purchase to delivery and returns.
More informationTHE COST OF INNOVATION ecommerce Fulfillment and Logistics Report
THE COST OF INNOVATION 2017 ecommerce Fulfillment and Logistics Report The 2017 FLEXE ecommerce Fulfillment and Logistics Report reveals delivery promise is paramount to success. But improving operations
More information2017 SHOPPER PROFILES
2017 SHOPPER PROFILES Discount Dependent Luxury Loyalists Impulse Led Couch Converters LOOKING BEYOND DEMOGRAPHICS: FOUR MODERN SHOPPER PROFILES The modern shopper is becoming increasingly complex and
More informationChanging the delivery experience for the better. Updating our signature service
Changing the delivery experience for the better Updating our signature service Research shows that receivers are happiest when their parcels are delivered where they want the first time* 2 Online shopping
More informationYour guide to omnichannel customer support
Your guide to omnichannel customer support 2 Table of Contents 01 The challenge: Too many channels to manage Consider channel reach Don t forget your mobile strategy 02 The benefits of an omnichannel strategy
More informationAre you Capitalizing on the New Automotive Shopper Journey?
Are you Capitalizing on the New Automotive Shopper Journey? 1 Executive Summary In 2015, the U.S. auto market set a sales record of just under 17.5 million vehicles, according to PwC. While the size of
More informationMaking PayPal work for you. Welcome Kit
Making PayPal work for you Welcome Kit How to get the most out of your PayPal account Table of Contents How PayPal Works Paying with PayPal At the speed of want Pay anyone, anywhere Accepting Payments
More informationWEB ANALYTICS LESSONS
The Top 10 WEB ANALYTICS LESSONS Learned from Black Friday/Cyber Monday That s it! Black Friday and Cyber Monday, two of the biggest shopping days of the year, are in the books. Estimated Spending Estimated
More informationPERFORMANCE AND MONITORING TOOLS. A special survey report from the editors of Internet Retailer
PERFORMANCE AND MONITORING TOOLS The key to success for e-retailers during the holiday shopping season Performance and monitoring tools: The key to success for e-retailers during the holiday shopping season
More informationIntroduction to Retail Readiness. May 2016
Introduction to Retail Readiness May 2016 Learning objectives Develop recommendations to clients to create successful campaigns Utilize best practices for campaign development in order to create successful
More informationWith Great Convenience Comes Great Responsibility. Decoding the fulfilment needs of today s retail customer
With Great Convenience Comes Great Responsibility Decoding the fulfilment needs of today s retail customer understanding convenience In an always on world, consumers value convenience above everything
More informationHow to Stay Ahead in the Era of Dynamic Fulfillment Supply Chain with DOM
How to Stay Ahead in the Era of Dynamic Fulfillment Supply Chain with DOM Presented by: Satish Kumar PRESENTATION TITLE 2017 MHI Copyright claimed for audiovisual works and sound recordings of seminar
More informationFREE CHOICE FOR CUSTOMERS More service for online shoppers through individual points of parcel receipt
DELIVERY OPTIONS Thank you for your purchase! Please choose: A B C FREE CHOICE FOR CUSTOMERS More service for online shoppers through individual points of parcel receipt CONTENTS 2. Key factor individual
More informationTHE STATE OF CUSTOMER DEVOTION IN RETAIL PART TWO
THE STATE OF CUSTOMER DEVOTION IN RETAIL PART TWO A QUICK RECAP: PART ONE... THE OBJECTIVE We were intrigued to discover how customer s devotion to retailers is influenced by loyalty strategies. THE METHODOLOGY
More informationZING YOUR LOYALTY & REFERRAL PROGRAMS TOP 10 BENEFITS FROM LOYALTY REWARDS PROGRAM
ZING YOUR LOYALTY & REFERRAL PROGRAMS TOP 10 BENEFITS FROM LOYALTY REWARDS PROGRAM 102 Persian Drive Suite #101, Sunnyvale, CA 94089 +1 650-701-7759 www.zinrelo.com CONTENTS 1. DRIVE REPEAT SALES...3 1.1
More informationSwan Purchase Order Acceptance Policy
Swan Purchase Order Acceptance Policy Purchase orders should be submitted via: Email swanezpo@swanstone.com or Fax (800) 342-7926 To ensure accurate and timely processing and shipping of orders, all purchase
More informationMaintaining good Seller performance on Amazon for successful Christmas sales
Maintaining good Seller performance on Amazon for successful Christmas sales Why a good Seller performance matters Good customer experience: - Positive feedback - Loyalty - Positive word-of mouth (more
More informationR Rakuten SUPER LOGISTICS
QUESTIONS YOU ABSOLUTELY MUST ASK TO CHOOSE THE IGHT FULFILLMENT COMPANY akuten SUPE LOGISTICS 1 Where are you located? (In proximity to my customers) akuten Super Logistics (SL) owns and operates a strategic
More informationWelcome! Welcome to The Value of a TMS and Logistics Services for Effective Inbound Freight Management Webinar. Presented By
Welcome! Welcome to The Value of a TMS and Logistics Services for Effective Inbound Freight Management Webinar Presented By READ MORE ABOUT FREIGHT BEST PRACTICES AT THE CERASIS BLOG AT http://cerasis.com/blog
More informationMSP Marketing Engine. Ready-to-Go Programs
Ready-to-Go grams Introduction MSP owners understand the increasing importance of digital marketing to help with business growth. What is less clear however, is where to start. Between social media, email
More informationebook 10 WAYS TO IMPROVE THE CUSTOMER EXPERIENCE AND YOUR BOTTOM LINE THROUGH SELF-SERVICE
ebook 10 WAYS TO IMPROVE THE CUSTOMER EXPERIENCE AND YOUR BOTTOM LINE THROUGH SELF-SERVICE Today s customers prefer to help themselves. Make it easy for them. Customer Experience \ kə-stə-mər\ \ik- spir-ē-ən(t)s\
More informationMaking PayPal work for you. Welcome Kit
Making PayPal work for you Welcome Kit How to get the most out of your PayPal account Table of Contents How PayPal Works Paying with PayPal At the speed of want Pay anyone, anywhere Accepting Payments
More informationNETSUITE FOR RETAIL Designed to Satisfy Your Omnichannel Shoppers
NETSUITE FOR RETAIL Designed to Satisfy Your Omnichannel Shoppers Why Run Your Retail Business on NetSuite? Today s consumers are more demanding than ever. They want to shop whenever and however they please
More informationThe Conversation Index. Q Insights
The Conversation Index Q3 2011 Insights The Conversation Index Q3 2011 Insights #Q3index www.theconversationindex.com Social data: The new currency Consumers have always had opinions, recommendations,
More informationThe search for offline sales. How paid search drives in-store purchases during the Holidays and beyond.
The search for offline sales How paid search drives in-store purchases during the Holidays and beyond. Value of search Search has value across the consumer decision journey. It can help shoppers learn
More informationMobilizing a new era of retail customer care
Reimagining Retail EBOOK SERIES Mobilizing a new era of retail customer care As a consumer, you know how much it takes to earn and keep your business. As a retailer, how will you deliver it? In the age
More informationThreat or Opportunity:
New research indicates that retailers spend a whopping 18 cents to fulfill every single dollar of online and omni-channel orders. Threat or Opportunity: Seven Steps to Overcoming the Shockingly High Costs
More informationBack to School E-Commerce
The Retailer s Guide to Back-to-School E-Commerce....................................................... 2 The Retailer s Guide to Back to School E-Commerce Students are still soaking in the summer sunshine,
More informationThe 6 Habits of Successful Self Service
The 6 Habits of Successful Self Service In today s digital age, where customers want fast, efficient service that allows them to get what they need as effortlessly as possible, self-service is an increasingly
More informationOur Service Awards Program
Program Manual Our Service Awards Program The Johnson & Johnson Family of Companies rewards and recognizes the loyalty and dedication of its employees through a service recognition program called Our Service
More informationAvangate SkyCommerce Suite
Sky Suite Customer Centric for Software and Cloud Reach New Markets Instantly. Transact at Every Customer Touch Point. Optimize New Business Models on the Fly. For software and cloud services, the line
More informationGermany 2015 mobile retail trends
Germany 2015 mobile retail trends Foreword foreword With more than 51 million (94% of internet users aged 14+) digital consumers in 2014, Germany undoubtedly is in the premier league of worlds most sophisticated
More informationClicks and Bricks John Bucksbaum March 2001 Working Paper #368
Clicks and Bricks by John Bucksbaum March 2001 Working Paper #368 1 Many real estate firms continue to be family-controlled. The second-, and thirdgeneration family members are generally either caretakers,
More informationDEALER AGREEMENT. (Effective January 1, 2018) Please sign the following agreement and it back to us.
DEALER AGREEMENT (Effective January 1, 2018) Please sign the following agreement and e-mail it back to us. FORTUNE AUTO NORTH AMERICA 1495 OAKBRIDGE TERRACE POWHATAN, VA 23139 Phone: 1-877-227-0260 Website:
More information2015 Global State of Multichannel Customer Service Report
2015 Global State of Multichannel Customer Service Report 1 Table of Contents 2015 Global State of Multichannel Customer Service Report Introduction 3 Methodology 4 Changing Channels 5 Hold the Phone 7
More informationThe Best E-Commerce Starts With Tighter Integration
The Best E-Commerce Starts With Tighter Integration Magento Presents: Community Insights Brought to you by: Magento is proud to present Community Insights to help merchants develop strategies and tactics
More informationSocial Media Is More Than a Popularity Contest
Capturing Attention, Building Relationships, and Making Sales in a Digital World Social media doesn t sell cars is still a common perception in the automotive industry. The truth? It doesn t, directly
More informationPOS Portal Software Solutions
Software Solutions POS Portal's on-demand software solutions give you the information and tools you need to provide superior services throughout the entire merchant life cycle. With our hosted applications
More informationUPS Ground on Saturday
UPS Ground on Saturday Consumers want choice, control and convenience Consumers expect quick delivery Long or unknown delivery times result in lost revenue E-commerce is a 24 x 7 operation 39% 31% 46%
More informationBUS 168 Chapter 6 - E-commerce Marketing Concepts: Social, Mobile, Local
Consumers Online: The Internet Audience and Consumer Behavior Around 84% of U.S. adults use the Internet in 2015 Intensity and scope of use both increasing Some demographic groups have much higher percentages
More informationOrder Management Strategies for Efficiency and Growth
Order Management Strategies for Efficiency and Growth A Survey Report on Opportunities and Challenges within Order Management in Manufacturing, Wholesale Distribution and Retail Table of Contents Executive
More informationDigitising the Consumer Experience
Bricks and Mortar No More? Digitising the Consumer Experience Technology has had a profound impact on all realms of our daily lives, and the retail industry is no exception to this. Multiple touchpoints,
More informationWhy Customers Give You Feedback. By Martin Hill-Wilson for NewVoiceMedia
Why Customers Give You Feedback By Martin Hill-Wilson for NewVoiceMedia Why Customers Give You Feedback How does being a UK consumer in 2014 compare with ten or twenty years ago? Some might conclude it
More informationFedEx, UPS and the USPS: Finding the Shipping Mix that Works for You
Avoid Hidden Fees: FedEx, UPS and the USPS: Finding the Shipping Mix that Works for You Knowing how to avoid hidden fees when it comes to shipping can make a big difference to a company s bottom line.
More informationFinance overview for DSVs
Finance overview for DSVs Overview Background on Payment for Cost of Goods Sold (COGS) Deductions overview Retail Link, Invoice and Remittance file Potential payment variances Inquiry process for chargeback
More informationThe New Secrets to ebay Success
The New Secrets to ebay Success YOUR GUIDE TO MORE VISIBILITY (AND MORE SALES) 1 2 Like it or not, the modern shopper is spoiled. They have access to millions of product options at their fingertips. They
More informationCRITICAL COMPONENTS TO ACHIEVING THE PERFECT ORDER
CRITICAL COMPONENTS TO ACHIEVING THE PERFECT ORDER Critical Components to Achieving the Perfect Order Read Time: 10 minutes CRITICAL COMPONENTS TO ACHIEVING THE PERFECT ORDER Businesses must constantly
More informationSUPPLY CHAIN ANALYTICS
SUPPLY CHAIN ANALYTICS THE IMPORTANCE OF REAL-TIME ANALYTICS AND HOW IT S OPTIMIZING SUPPLY CHAIN PERFORMANCE YOUREDI Supply Chain Analytics: Introduction SUPPLY CHAIN ANALYTICS: The Importance Of Real-time
More informationTHE GENERATIONAL PERSPECTIVE. How our past defines our future buying behaviors
THE GENERATIONAL PERSPECTIVE How our past defines our future buying behaviors MARCH 2017 Know more. Sell more. Helping brands better understand their customers is what we do. Because the more brands know,
More informationsupply chain SUITE OVERVIEW
supply chain SUITE OVERVIEW Supply Chain Solutions Get Flexible Be Profitable Industries everywhere are in flux. Manufacturers are vertically integrating. Wholesale distributors face disintermediation.
More informationSIX STEPS FOR GETTING YOUR ONLINE PRICING DECISIONS RIGHT
5 BEST PRICE The number one reason that consumers globally choose to shop online is to save money, while searching for the best price is one of their top online shopping activities. This trend has created
More informationAn Enterprise Guide to 21 st Century Customer Engagement. June, 2012
An Enterprise Guide to 21 st Century Customer Engagement June, 2012 Table of Contents Key Considerations for the Enterprise... 3 New May Not Replace the Old... 3 Mobile Technology... 4 Moving Beyond Customer
More informationNISSAN DEALER WEBSITE PROGRAM. About the program
NISSAN DEALER WEBSITE PROGRAM About the program Q: Why is Nissan launching an authorized digital program for their dealer network? A: In today s automotive shopping environment, a consistent Nissan brand
More informationTHE ESSENTIAL GUIDE TO FACEBOOK AND INSTAGRAM ADVERTISING
The Essential Guide to Facebook and Instagram Advertising 1 THE ESSENTIAL GUIDE TO FACEBOOK AND INSTAGRAM ADVERTISING Tips and insights to shrink the e-commerce path to purchase The Essential Guide to
More informationTo win over grocery shoppers, rethink your technology and embrace a unified commerce approach
A white paper by PCMS, a proven global provider of grocery commerce solutions Winter 2017 To win over grocery shoppers, rethink your technology and embrace a unified commerce approach Winter 2017 Introduction
More informationTransform your support services into an exceptional customer experience. An Extension of Your Business. First Data Consumer Experience Management
First Data Consumer Experience Management Transform your support services into an exceptional customer experience. Your customers expect you to understand their wants and needs. Our solutions help you
More informationWhite Paper. Two Options for Your Retail Supply Chain Evolve or Die.
White Paper Two Options for Your Retail Supply Chain Evolve or Die. The bar has never been higher for the Retail Customer Experience. 2 While we re still a few years away from orders being delivered within
More informationHere, There and Everywhere Nicholas Mercurio
Here, There and Everywhere The importance of mystery shopping in an omni-channel retail world Here, There and Everywhere THE CHALLENGE The concept of omni-channel retailing is changing the way brands
More informationPriority Mail vs. SurePost/SmartPost: Cost, Customer Experience, Branding and Execution
Priority Mail vs. SurePost/SmartPost: Cost, Customer Experience, Branding and Execution Presented by Glenn Gooding President idrive Logistics Glenn@iDriveLogistics.com (678) 567 6847 www.idrivelogistics.com
More informationDiscover new markets. A guide to exporting to Switzerland for online retailers
Discover new markets A guide to exporting to Switzerland for online retailers A guide to exporting to Switzerland for online retailers Exporting to Switzerland the basics Exporting to Switzerland is a
More informationCustomer Preference for Messaging. The Impact on the Future of Customer Service. RESEARCH REPORT March 2017
March 2017 Customer Preference for Messaging The Impact on the Future of Customer Service 2017 Market Strategies International. All rights reserved. In February 2017, Quiq commissioned Market Strategies
More informationIntelligent Self-Service Rise of the Machine
Intelligent Self-Service Rise of the Machine John Goodwin Sr. Solutions Architect Tom Farquhar Strategic Account Manager, CTI & IVR Products Session Topics Rise of the Machine (Part 1) The Evolution of
More informationWhat is the Difference. Between Distribution Centers and Fulfillment Centers? Reinventing Supply Chains. Kelly Reed, EVP Dale Harmelink, EVP
What is the Difference Reinventing Supply Chains Between Distribution Centers and Fulfillment Centers? Atlanta, Georgia Kelly Reed, EVP Dale Harmelink, EVP Tompkins International August 26-28, 2013 2013
More informationBarometer. Findings in the United States. A research report prepared for:
2011 Global Customer Service Barometer Findings in the United States A research report prepared for: Research Method This research was completed online among a random sample of consumers aged 18+. A total
More informationQuick Start Guide. Universal Traffic Service, Inc. Universal Solutions for Supply Chain Management Service Control Solutions
Quick Start Guide for myuts, our suite of online supply chain management tools Version 02-21-2018 Universal Traffic Service, Inc. Universal Solutions for Supply Chain Management Service Control Solutions
More informationTHE STATE OF OMNICHANNEL COMMERCE: A Mystery Shopping Study
THE STATE OF OMNICHANNEL COMMERCE: A Mystery Shopping Study INTRODUCTION It s been years since retailers first grabbed hold of the idea of omnichannel retailing and fulfillment. Moving from multichannel
More informationSix ways we can help
Marketing Proposal Big Enough to Serve Your Business, Small Enough to Know Your Business. 10 209 25 85 10 14 70 5 years in business full time employees leadership staff customer service staff design service
More informationSCOOTER S COFFEE MOBILE APP REFERENCE GUIDE
SCOOTER S COFFEE MOBILE APP REFERENCE GUIDE 1 TABLE OF CONTENTS 1. The Basics 2. Getting Started 3. Customers Enrolling in and Paying on the App 4. Loyalty Program and Rewards 5. Other Questions 6. Auto-Reload
More informationSatisfy customers. Grow their loyalty.
Satisfy customers. Grow their loyalty. In many industries, markets and businesses, contact center efficiency and surprisingly customer satisfaction don t directly drive customer loyalty. Customer loyalty
More informationPlanning Optimized. Building a Sustainable Competitive Advantage WHITE PAPER
Planning Optimized Building a Sustainable Competitive Advantage WHITE PAPER Planning Optimized Building a Sustainable Competitive Advantage Executive Summary Achieving an optimal planning state is a journey
More informationThe Multi-Channel Customer Care Report. Meeting the fresh demands of multi-channel customers
The Multi-Channel Customer Care Report Meeting the fresh demands of multi-channel customers 2017 Executive Summary Customers simultaneously want the warmth of human communication and the speed and efficiency
More informationCommunicate quickly and reliably, virtually anywhere
Grow your business with global, highly secure and scalable connections business Communicate quickly and reliably, virtually anywhere Choose a highly secure and reliable provider to route your voice, data
More informationMANUFACTURING ERP SOFTWARE BUYERS GUIDE
JobBOSS. Shop management solutions. MANUFACTURING ERP SOFTWARE BUYERS GUIDE A guide to selecting the right shop management system. jobboss.com 2 MANUFACTURING ERP SOFTWARE BUYERS GUIDE CHOOSING THE RIGHT
More informationStopping Fraud in Real Time. Report. A Must in the Age of Multi-channel Digital Commerce» Report
Report Report A Must in the Age of Multi-channel Digital Commerce Report Stopping Fraud in Real Time A Must in the Age of Multi-channel Digital Commerce Digital commerce takes place across multiple channels
More informationThe business of seasonal hiring.
The business of seasonal hiring. The days when seasonal hiring meant adding a few retail associates are long gone. Driven by an improving economy and evolving consumer behaviors, businesses in a number
More informationPAID SEARCH. be seen. PAID SEARCH FEATURES INCLUDE:
DATA SHEET be seen. PAID SEARCH ChannelAdvisor s Paid Search solution redefines search engine marketing, giving you the ability to manage paid search campaigns for Google, Yahoo! and Bing from one interface.
More informationEvery piece you ship has a story to tell. Don t let this one be a tragedy. A RETAILER S GUIDE TO SHIPPING AND INSURING HIGH-VALUE GOODS
Every piece you ship has a story to tell. Don t let this one be a tragedy. A RETAILER S GUIDE TO SHIPPING AND INSURING HIGH-VALUE GOODS Every piece you sell has a story that isn t completely written. An
More informationBOOKSTORE TOLL-FREE ORDERING ONLINE ORDERING EXPRESS DELIVERY OPTIONS. This supersedes the former policy manual and goes into effect August 1, 2017.
R.H. BOOKSTORE BOYD PUBLISHING POLICY CORPORATION MANUAL BOOKSTORE P O L I C Y M A N U A L TOLL-FREE ORDERING ONLINE ORDERING EXPRESS DELIVERY OPTIONS A Global Name in Publishing for over 120 Years This
More informationHow blockchain. the modern. supply chain. How Blockchain will. supply chain
How blockchain will transform How Blockchain will transform the modern the modern supply chain supply chain Introduction Complex supply chains require trust Contemporary supply chains have opened up a
More informationUPS Pulse of the Online Shopper
UPS Pulse of the Online Shopper Tech savvy shoppers transforming retail U.S. Study June 8, 2016 State of the U.S. Online Retail Economy Q1 2016 Data sourced from comscore s global panel of 2 million Internet
More informationDriving Long- Term Trust and Loyalty Through Transparency. The 2016 Label Insight Transparency ROI Study
Driving Long- Term Trust and Loyalty Through Transparency The 2016 Label Insight Transparency ROI Study Executive Summary The Label Insight Food Revolution Study, released in June of 2016, found that consumers
More informationPackaging Matters Pulse
JULY 2017 Packaging Matters Pulse White Paper ABOUT THE STUDY At WestRock, we believe packaging matters to brands, retailers and consumers. And so we study it in depth through the entire packaging lifecycle:
More informationREIMAGINING ACTIVE RETAIL
REIMAGINING ACTIVE RETAIL Six Strategies That Drive Omnichannel Customer Engagement While Increasing Retailer Profitability Manhattan Active OMNI A CHANGING RETAIL LANDSCAPE ò23% physical Online retailers
More informationCreate Items Sell on ebay Manual
Vendio Merchant s Guide Create Items Sell on ebay Manual Vendio Services, Inc. 2800 Campus Drive San Mateo, CA 94403 www.vendio.com Contents Create Items Overview... 5 Create Items Concepts... 5 Marketplaces
More informationA RECRUITER S GUIDE TO
EASE THE HIRING AND A RECRUITER S GUIDE TO INTERVIEW PROCESS WITH TECHNOLOGY RECRUITING S PAST & PRESENT The framework of the job interview still remains the same. In the past, the interview was the first
More informationPHYSICAL SUBSCRIPTIONS 12 INGREDIENTS LEADING TO SUCCESS
THE PSYCHOLOGY OF PHYSICAL SUBSCRIPTIONS 12 INGREDIENTS LEADING TO SUCCESS The fact that some choice is good doesn t necessarily mean that more choice is better. - Barry Schwartz, The Paradox of Choice:
More informationWhat s Driving the Automotive Parts Online Shopper
What s Driving the Automotive Parts Online Shopper A Customer Experience Study conducted by comscore The second annual UPS study delivers insights into the online shopping habits and preferences of automotive
More informationWhat Consumers WANT. in Their SHOPPING
What Consumers WANT in Their SHOPPING Executive Summary Dear Retailer, You don t need me to tell you that convenience, product complexity, and service have all played a role in how customers shop and
More informationDrop Ship Fulfillment Program REFERENCE GUIDE
Drop Ship Fulfillment Program REFERENCE GUIDE Introduction 3 How it Works 3 Is My Business Applicable for the G-Commerce Program? 4 How do I sign up for the G-Commerce Program? 4 Other G-Commerce Features
More informationBuilding Government for the 21st Century. Embracing Modern Technologies to Engage with Constituents
Building Government for the 21st Century Embracing Modern Technologies to Engage with Constituents How Government Can Connect with the Modern Citizen Commercial organizations understand the importance
More information