Digitized stores
Customer recognition in store
In store navigation robots
Anytime , Anywhere , Any device
Seamless Customer Experience
Product information
On-the-go promotion
Virtual advice expert
Logistics market place connected in the Cloud
Allows : real time info , real time qoutes , pro-activeness ,
improved capacity planning and targeted promotions
Seamless inventory visibility
Any location can be part of / or is the warehouse with full
visibility : micro-warehouse , goods in transit , drive
through warehouse , Omni-channel warehouse
Delivery Customer Service : Sameday / 1 hour delivery
Flexible delivery options which can be changed
Seamless returns
On demand optimised / consolidated delivery
Seamless Customer service
Large choice of Last Mile options
Expanded home delivery services
PU and ship from store
Private Parcelbox
Parcel locker
Deliver to trunk
Crowd sourced delivery on demand
Deliver by drone
FLEXIBLE DELIVERY SERVICES
DRIVING SUCCESFUL E-SHOPS
Jan Van Roey / Safeshops Café
Mechelen , 03 03 2016
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And Continue To Do So…
Logistics Providers Offer a Wide Range of Convenience Services
Saturday
Evening
Sunday
Notifications
Parcel Machines
Private Parcel Boxes
Neighbour Delivery
Weekday
Preferred Neighbour
Safe Place Agreement
Preferred Location
WebservicesAPI’s
Online Shipping Applications
Webshop Software ModulesDrop Point Locators
9
Larger e-tailers seem to offer more delivery services than smaller shops…
But are these available in your Check-Out pages ?
10
BE survey shows delivery to door still dominant delivery method
Q: How are your online purchases delivered?
Source: VIL/Ipsos - eGreen project - 2015
However: first time delivery succes estimated at only 75 -80%
UNHAPPY CUSTOMER
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However – our intervention portal shows that consumers appreciate the
wide choice of options provided
39%
36%
9%
16%
Other DHL Parcelshop New delivery attempt Saturday Evening
Source: DHL Parcel Customer Intervention Portal – Oct’15-Feb’16
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Are there good reasons to use multiple delivery options? Yes!
3. Market trend
• Major players on the market are expanding their
portfolio of delivery services
• Increasing use of existing service offer
1. Customer lifetime value (CLV)
4. Webshop quality
2. Customer preference
• Customer desire for individualized control of parcel
delivery proven by numerous studies
• Transparency about delivery important during
webshopping phase
• Better delivery success leads to lower return rates
• One-time buyers become repeat buyers
• CLV increases thanks to more loyal customers
• Positive delivery experiences improve reputation
and thus the recommendation rate
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Customers want information on products and the delivery terms and
conditions – flexible delivery is becoming more important
• Customers want transparency and clearly accessible
information on delivery terms and conditions
• Advertising of flexible delivery services should
therefore appear on the homepage
Source: Statista online shop study 2015
• There is greater understanding of different delivery
options on the market
• Actively offering the right options for shipping is
becoming increasingly more important
Source: MetaPack “Flexible delivery options” 2015
15
Shipping quality is ascribed to the shop,
thereby increasing webshop quality
Source: MetaPack “Flexible delivery options” 2015
• A positive customer experience includes not only the quality of the goods and a user-friendly webshop but also
delivery – if customers are satisfied with delivery they will return and make new purchases
• Poor quality shipping is frequently also ascribed to the shop. Customers fail to return and have a tendency to share
this experience via review systems with other users
How to get your packages delivered the way you want it:
Preferred day
• You determine when your package will be
delivered
• Delay delivery of your package up to four
days to a day you prefer.
Preferred neighbor
• Select a person in your immediate
neighborhood who will serve as an alternate
package recipient when you are not home
Preferred location
Receive packages when you are not at home.
• Packages are placed at a preferred location
(e.g. in a garage, a garden shed, etc.) that you
define
Presentation of logistics services: Integration of DHL Flex into homepages
CHOOSE WHERE YOU WANT THE PACKAGE DELIVERED CHOOSE WHEN YOU WANT THE PACKAGE DELIVERED
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SUMMARY
• Logistics Providers offer a wide range of delivery services. Unfortunately not all e-shops make use of
them making it impossible for consumers to choose these services
• Logistical check-out to be improved
• Not a matter of Conversion vs longer check-out
• Opportunity for e-tailers and logistical providers to work together and improve consumer satisfaction
Source: MetaPack
“Flexible delivery options” 2015