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TRANSCRIPT
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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CU S TOM E R E X P E RI E N CE (C X )
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CU S TOM E R S ALWAY S H AV E A N E X P E R IE NC E
customers always have an experience (good, bad, indifferent)
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CU S TOM E R S WI L L PAY M OR E WH E N …
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WH Y I M P ROV E CX ?
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LOGI S T I CS I N E -C OMM E R CE
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E -S H OP P I N G
so easy…
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TH E L IF E OF A N E - COM M ER C E ORD E R
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CUSTOMERS EXPECTATIONS & SATISFACTION
Time of delivery
Point of delivery
Value added
Price
Returns
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CUSTOMERS EXPECTATIONS & SATISFACTIONTime of delivery
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C U S TO M E R S E X P E C TAT I O N S & S AT I S FA C T I O NPoint of delivery
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C U S TO M E R S E X P E C TAT I O N S & S AT I S FA C T I O NValue added services
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C U S TO M E R S E X P E C TAT I O N S & S AT I S FA C T I O NDelivery price
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C U S TO M E R S E X P E C TAT I O N S & S AT I S FA C T I O NReturns
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C U S TO M E R S E X P E C TAT I O N S & S AT I S FA C T I O NDissatisfaction 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
W H AT I F …
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
I N A N U T S H E L L
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WAREHOUSING
PICKING RETURNS
PAYMENTSCALL CENTREE-COM
PLATFORMS
QUESTIONS ?
TH A NK Y OU !
Mateusz Barycza
Raben Logistics Polska T: +48 661 98 71 71E: [email protected]
Key Account Sales Manager