Date post: | 09-May-2015 |
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Technology |
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© 2013. All rights reserved.
November 2013 Justus Wilde – Principal Strategist
Giving customers reliability,security, visibility and speed
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What Do We Mean? Reliability Meeting and exceeding customer expectations Security Making customers feel safe purchasing on your website Visibility Updating customers on progress - each step of the way Speed Providing quick delivery to customers
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Why is it important? Conversion It affects the initial purchase decision Retention Reliable, transparent & speedy delivery drives frequency Reputation Positive logistics experience generate referrals
Customers view experience end-to-end
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It affects conversion…
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77% abandoned
cart
53% shipping related
Source: Temando - a study by eDigitalResearch and IMRG
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It affects conversion…
5 Source: Temando - a study by WorldPay
16% choice related
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Delivery options
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Conversion On average multi-option drives conversion by 11-23% Check in-store inventory Only 0.5% utilisation Click & Collect ~8% of all orders
Source: Sampling of 5 Amblique clients Oct 2013
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Unique delivery
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It affects conversion…
8 Source: Temando - a study by WorldPay
17% security related
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Impacting Purchase Decision
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eCommerce is built on repeat customers
so it pays to make them happy J
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Speed drives conversion/frequency
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Site A 1.2 days 1.49 avg frequency
Site B 1.6 days 1.12 avg frequency ~1% conversion
Site C 0.86 days 1.8avg frequency ~1.8% conversion
60%
80%
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Proposition follow-through
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Free shipping – not always the answer
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…
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Opt-in 30%+ Open rate 98%+ Your supre.com.au order
252425 has been shipped with AustPost. Tracking #123123.
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Qualify options
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Provide recommendation and set clear expectation
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Confirming details
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Variable shipping – make it easy
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experience
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2.44pm – order placed 2.45pm – order confirmation 3.18pm – packed 4.48pm - shipped
2:04 order to ship
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Order confirmation
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Packed Confirmation
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Shipped Confirmation
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Logistics specific feedback
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Check list: Setup
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§ Outline proposition & reinforce § Clear pricing on every page § Provide multiple shipping options § Set customer expectation early (days, provider, etc.) § Notifications every step of the way § Reconfirm items, delivery type, address § Target <1 day order to ship § Tracking for every step / scenario § Get customer feedback
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Check list: Analytics
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§ Time to pick § Time ship § Time to deliver POD § Orders > 1 day § Short pick – (stock accuracy, oversell, QA) § ATLs § Lost orders § Damaged orders § Return % by reason code § Cost per order § Total costs inc. fuel levy, re delivers etc § Customer satisfaction on delivery
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Check list: Logistics partners
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§ Pick your partners well § Negotiate hard and re-negotiate yearly § If you need to don’t pay cubic just weight § Check their process end to end § Packaging – be careful of branded! § Understand ATL- authority to leave § Understand true costs – multiple delivery attempts etc § Understand how to access their systems § Demand visibility § Have a dedicated contact § Understand what your customers want
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Regular industry meet-up in SYD, MEL, BNE & AKL 800+ registered retailers http://www.meetup.com/shoptalk-au http://www.meetup.com/shoptalk-nz
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Shop Talk
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• eCommerce consultancy • Est 1999 local team • Demandware partner • Proposition: Sell More
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Thank You
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Justus Wilde [email protected] +61 413 517 477 @JustusWilde