Last Mile Innovation: Driving Customer Experience

Size: px
Start display at page:

Download "Last Mile Innovation: Driving Customer Experience"

Transcription

1 Last Mile Innovation: Driving Customer Experience National Postal Forum March, 2014 Presenters Ed Van Principal Deloitte Consulting LLP Ed Panzarella Director Deloitte Consulting LLP Ed has more than 20 years of professional experience in consulting and the public sector. He focuses on helping clients in their efforts to develop and execute strategies to transform their organizations using technology and process improvement. His previous work includes financial transformation, governance, process improvement, and procurement for clients in the public and private sectors. Ed has over 32 years experience managing large, complex programs that deliver critical mission capabilities. He has extensive experience in the areas of project management, procurement management, supply chain management, organizational redesign, process improvement, engineering management, and strategic planning. At a leading postal operator, he implemented supply chain management concepts to integrate the postal operator s processes with their major customers to improve processing times as well as reducing costs. 2 1

2 Background 3 E-Commerce Growth Online retail sales are expected to increase by 45% in the next four years, representing a market of over $325 B US e-commerce Growth 1 $ Online Retail Sales (Top Ten Online Retailers) 2 US Online Retail Sales ($B) $177 $226 $278 $50,000 $45,000 $40,000 $35,000 $30,000 $25,000 $20, % 27.40% 23.70% 48.40% 60% 50% 40% 30% 20% $15,000 $10,000 $5,000 $0 $6,660 10% $3,604 0% $3, % -10% Online Sales 2011 Sales Growth E-Commerce is projected to grow by The largest pure play online retailer s sales $100 B over the next 4 years 1 are greater than its next nine competitors combined ($48 B vs. $44 B respectively) 2 Sources: 1 US Online Retail Forecast, 2011 To 2016, Forrester Research, February 2012; 2 Top 500 Guide, Online Retailer, 2012 Edition 4 2

3 Online Stores Become Digital Malls Consumers are turning to online Marketplaces for more selection and convenience Customer Behaviors Selection & Convenience Buying from Unknown Merchants Retail Drivers More Revenues, Lower Costs Online marketplace customers value: Access to new items (80%) Convenience (86%) 1 Most online marketplace customers show little reluctance to purchase from little known merchants 2 Merchants benefit by: Increasing products and revenue Decreasing inventory, liability, and logistics costs 1 Customers experiences with online marketplaces 2 Found new items Purchased from unfamiliar retailers 80% 67% Online Expansion Traditional retailers and online portals have launched online marketplaces 1 Sources: 1 Why Every Retailer Needs an Online Marketplace, Forrester, May 23, 2012; 2 Forrester / Bizrate Insights Q Marketplace Online Flash Survey; 5 Share of Wallet Goes Digital As customers buy more online, e-commerce spending is expected to reach $327 B by 2016, almost 10% of retail sales 1 Customer Behaviors Spending More Annually Average online customer spend will increase 44% by 2016: from $1,207 in 2011 to $1,738 by Planned Online Spending Growth by Retail Category 1 Food Clothing for Adults 48% 80% E-Commerce Late Adoption Each year more web holdout consumers convert and shop in the web channel for the first time 1 Home Improvements Home Electronics Personal Electronics 27% 27% 43% Retail Drivers More Retail Categories Online Retail Categories Selling Online (5% of revenue or more) increased 400% from 2001 to Furnitature Furniture Clothing for Children Luxury Luxery Items Lawn / Garden Jewelry 26% 23% 17% 16% 7% 0% 20% 40% 60% 80% 100% Percentage of consumers who expect to spend more online Sources: 1 US Online Retail Forecast, 2011 To 2016, Forrester Research, February 2012; 2 Trends 2012: US Retail ebusiness, January

4 Who Shops Online in the United States? An Expanding User Base Growth in US Consumers Shopping or Researching Online Replacing Brick and Mortar By 2015, the number of consumers researching or shopping online will surpass 200 million (The NPD Group) Online Shopping by Age Group Total US 60% Age Breakdown 60% of American consumers shop online at least once every three months In terms of dollars spent online, the biggest spenders are between 45 and 54 years old, spending an average of $647 online each quarter (via Forrester Research, Inc.) Ages % Ages % Ages % Ages % 66 and older 48% (Forrester Research, Inc., 2010 Data) 7 What are Consumers Shopping for Online? Electronics Dominate the Online Marketplace Amazon.com Sales by Category Goodbye Circuit City Electronics accounted for 41.7% of Amazon s dollar sales during June 2012 Goodbye Borders Over half of all books purchased globally are purchased on the internet Food, drugs, and other perishable are still primarily purchased in retail locations (edata Source) Share of an item purchased online (Morgan Stanley Research, ecommerce Disruption A Global Theme) 8 -disruption ?op=1 4

5 The Internet is Allowing Consumers to Shop Smarter Customers are smarter Research The majority of consumers research products online before purchasing them 34% are very likely to buy a computer online The cost and time it takes for a consumer to gather info are negligible Social Presence Shippers that engage with their customers via social media provide a direct, inexpensive, and rapid form of customer service. According to the Harvard Business Review, among companies using social channels: 50% have noticed increased awareness among target customers 26% have noted more favorable perceptions of their products or services. (The NPD Group) (Twitter) 9 A Changing Environment 10 5

6 The Rise of the Customer Customers are more connected and able to make more informed choices Commerce TM : The Customer Service Experience Information Technology Support Functions Customer Engagement Marketing, Sales, and Social Media Predictive Analytics Web Mobile Customer Channel The E-tailer Customer Brick & Mortar Retail Partner Marketing Social Networking Kiosk Carrier Retail Tech Human Resources Finance Advertising Social Intelligence Operations and Cost Efficiency 12 6

7 Consumers Expect Reliable Delivery Customers want to remain informed Package Tracking 79% of customers surveyed consider tracking an important feature Fewer than half of consumers are interested in online chat Quality Disparity STELLAService measured the average delivery days of 25 websites standard shipping options: Sites spanned from 2.0 to 5.5 average delivery days Online natives (Zappos, Newegg, Amazon) typically outperformed retail stores sites (Limelight Networks) Average Delivery Times of Sites Standard Delivery Option Site Zappos Newegg Amazon Toys R Us Average Delivery Time 2.0 days 2.3 days 2.7 days 5.5 days (STELLAservice.com) 13 Consumers Expect to Pay Minimally (or nothing at all) for Delivery of Online Orders Amazon offers Amazon Prime: $79 annually Free two-day shipping on all orders From the customer s perspective, a Prime membership can pay for itself in as few as seven singleitem orders Members have an amazing appetite for express shipping according to an Amazon spokeswoman (CNBC.com) Target offers the Target REDcard: Free shipping on online orders 5% off every Target transaction 30 extra days for returns No annual fee Last Mile Innovation can provide value and distinguish a business, helping companies meet and exceed customer needs. 14 7

8 Delivery Tracking and Fulfillment are Very Important From a recent survey*: 71% of consumers surveyed said that they would continue to buy from an online retailer after receiving one order later than promised. But that number plunged to 41% if there are repeated delivery delays 68% of consumers surveyed said their expectations for correct fulfillment and on-time delivery are greater during holiday season as compared to rest of the year 56% of survey respondents said that up to 10% of products they ve purchased online arrived after the expected delivery date Efficiency and accuracy are more critical than ever as consumer expectations rise in parallel with their increase in online shopping * Survey conducted by Voxware Inc. of 600 US consumers 15 Online Retail Innovation Retailers continue to innovate and expand delivery, logistics, and fulfillment options Evolution of Supply Chain Three distinct types of logistics facilities are necessary for largescale online order delivery: Mega e-fulfillment centers: 24/7 facilities operated by e-tailer or logistics provider Parcel hubs / sortation centers: Sort orders by ZIP Parcel delivery center: Handle the last mile and sort by neighborhood (Jones Lang LaSalle) Amazon s Delivery Choices Amazon now offers same-day delivery in 11 American cities Amazon Lockers allow customers to pick up packages (as soon as the same-day) for no charge Sunday Delivery Google Shopping Express Google is offering door-to-door delivery of groceries, home supplies, clothing, etc. from retail partners to customers in the SF Bay Area Same-day delivery is free if the total purchase from each merchant is over $

9 Last Mile Innovation 17 Innovation Scenario USAship, the shipper of the future, offers: Rapid cross-country speed Same-day intra-city delivery Personalized suggestions Rachel orders a crate of wine online from her favorite vineyard USAship: Picks up the crate from the vineyard Alerts Rachel to a special on Brie cheese at her local grocery store USAship then: Flies the wine crate to the east coast Picks up Rachel s brie from her grocery store Sends Rachel a custom recipe to pairs with her wine and cheese USAship contacts Rachel to schedule an exact delivery time later that day Rachel arrives home at 6 pm, and USAShip s carrier delivers her wine and cheese at 6:15 pm USAship Is proactive and and then transmits her positive feedback to the e-tailer 18 9

10 Innovation Scenario Imagine rapid, two-way, on-the-go communication Delivery on-demand. Expecting a rare or valuable item? Click a button when you arrive at home and the package will be delivered within 30 minutes. Last minute trip? Re-route your package to your destination Predictive tracking, accurate within a ten minute window. Estimates automatically updated based on traffic, weather, and system-load conditions; accurate to within ten minute windows Instant notification of delivery Faster and tighter integration with manufacturers, fewer handoffs, eliminating redundant storage facilities Recommendation of local coupons, specials, recipes, etc as customers, manufacturers, and e-tailers exchange information 19 Innovations should improve the customer experience Deloitte s Digital Retail Opportunity Map: E-tailer tactics: Contextual Content Personalized Suggestions Delivery Fulfillment Speed Shipment Scheduling Shipment / Delivery Notification Four Key Retail Value Drivers Traffic Conversion Average Order Size Impact High Medium Low Shippers have an opportunity to positively shape customer interactions with an e-tailer. Loyalty 20 10

11 As used in this document, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting. This publication contains general information only and Deloitte is not, by means of this publication, rendering accounting, business, financial, investment, legal, tax, or other professional advice or services. This publication is not a substitute for such professional advice or services, nor should it be used as a basis for any decision or action that may affect your business. Before making any decision or taking any action that may affect your business, you should consult a qualified professional advisor. Deloitte shall not be responsible for any loss sustained by any person who relies on this publication Copyright 2014 Deloitte Development LLC. All rights reserved 11

Viewpoint on the Canadian Retailing Sector

Viewpoint on the Canadian Retailing Sector on the Canadian Retailing Sector August 2014 E-commerce Growth Opportunities in a Changing Retail Environment The traditional retail model is changing at a rapid pace in Canada and as a consequence, retailers

More information

The impact of ecommerce on Shippers, Transportation Providers, & 3PLs. Presented by Adam Robinson, Marketing Manager, Cerasis

The impact of ecommerce on Shippers, Transportation Providers, & 3PLs. Presented by Adam Robinson, Marketing Manager, Cerasis The impact of ecommerce on Shippers, Transportation Providers, & 3PLs Presented by Adam Robinson, Marketing Manager, Cerasis The Amazon Effect The Evolution of Logistics and Supply Chains from Direct to

More information

Big data The three-minute guide

Big data The three-minute guide Big data The three-minute guide Don t squint. Select the full-screen option to view at full size. Big Data The three-minute guide 1 2 What is big data? It s about insight Big data generally refers to datasets

More information

Business Strategy and Initial Market Assessment for a Retail Company

Business Strategy and Initial Market Assessment for a Retail Company Business Strategy and Initial Market Assessment for a Retail Company 1 Retail Industry According to Hoovers, the internet and mail-order retail industry in the US includes about 20,000 companies with combined

More information

White paper. Cross-border e-commerce: Rethinking distribution networks. www.landmarkglobal.com

White paper. Cross-border e-commerce: Rethinking distribution networks. www.landmarkglobal.com White paper Cross-border e-commerce: Rethinking distribution networks White Paper. Cross-border e-commerce: Rethinking distribution networks 2 Table of content Cross-border e-commerce is on the up 3 Evolution

More information

Business Plan Strategy. John Debrincat

Business Plan Strategy. John Debrincat Business Plan Strategy John Debrincat Agenda Business models Plan to succeed Mission Strategy Technology Engagement Stakeholders Business Models Web Influencing Off-line Sales 80% of all web-influenced

More information

Digital Technology Renders Traditional Supply Chain Models Obsolete. Organization. Control Points

Digital Technology Renders Traditional Supply Chain Models Obsolete. Organization. Control Points Digital technology is disrupting traditional operations and now every business is a digital business. The impact on supply chain management is particularly great. Businesses cannot unlock the full potential

More information

09/11/2015. ACS 3907 E-Commerce. Payment Methods. General Payment Systems. Instructor: Kerry Augustine November 10 th 2015

09/11/2015. ACS 3907 E-Commerce. Payment Methods. General Payment Systems. Instructor: Kerry Augustine November 10 th 2015 ACS 3907 E-Commerce Instructor: Kerry Augustine November 10 th 2015 Payment Methods General Payment Systems Cash no authentication, no transaction fee, anonymous Easily stolen, no float time, hard for

More information

How to sell on Amazon US. www.salesupply.com. Copyright 2008-2015 Salesupply AG, All rights reserved

How to sell on Amazon US. www.salesupply.com. Copyright 2008-2015 Salesupply AG, All rights reserved How to sell on Amazon US www.salesupply.com 1 Introduction The US e-commerce market with its $456bn annual turnover and 196 million online shoppers is ranging at the global top. It is also a market which

More information

How to Increase Customer Satisfaction By Outsourcing Your Online Order Fulfillment

How to Increase Customer Satisfaction By Outsourcing Your Online Order Fulfillment How to Increase Customer Satisfaction By Outsourcing Your Online Order Fulfillment In the world of internet customer service, it s important to remember that your competitor is only a click away. Doug

More information

ecommerce Industry Outlook 2016 Satisfying shoppers who want anything, anywhere, anytime!

ecommerce Industry Outlook 2016 Satisfying shoppers who want anything, anywhere, anytime! ecommerce Industry Outlook 2016 Satisfying shoppers who want anything, anywhere, anytime! Here s to a fantastic 2016! 2016 will be another amazing year for the ecommerce industry, as consumers increasingly

More information

The Future of E- commerce. Done By: Kenny Ong

The Future of E- commerce. Done By: Kenny Ong The Future of E- commerce 1 Done By: Kenny Ong Agenda: 1. Introduction 2. Industry Analysis 3. Forecasts 4. Implications 5. Emerging Tech 6. Conclusion 2 Introduction 3 Value Chain Analysis - Disintermediation

More information

[The Economist] [Case Study Competition 2015] 11/9/2015. Taylor Ternullo, Olawale Olaleye, Junaid Ahmed

[The Economist] [Case Study Competition 2015] 11/9/2015. Taylor Ternullo, Olawale Olaleye, Junaid Ahmed 11/9/2015 [The Economist] [Case Study Competition 2015] Taylor Ternullo, Olawale Olaleye, Junaid Ahmed Table of Contents Amazon vs. Wal-mart:... 3 2015 Retail Trends:... 4 Future Growth:... 5 Analyst Recommendations:...

More information

E-Commerce Business Models and Concepts

E-Commerce Business Models and Concepts Copyright 2002 Pearson Education, Inc. Slide 2-1 E-Commerce Business Models and Concepts Created by, David Zolzer, Northwestern State University Louisiana Learning Objectives! Identify the key components

More information

E-retailing Project. E-retailing - An Exciting Opportunity for the Logistics Sector

E-retailing Project. E-retailing - An Exciting Opportunity for the Logistics Sector E-retailing Project E-retailing - An Exciting Opportunity for the Logistics Sector May 2012 Goodman E retailing Research Report About Transport Intelligence Headquartered in the UK, Ti is one of the world

More information

FEASIBILITY STUDY: BESTOYS ONLINE PRESENCE 1234 GIRARD AVENUE PHILADELPHIA, PA 19122 BRITT BOUKNIGHT

FEASIBILITY STUDY: BESTOYS ONLINE PRESENCE 1234 GIRARD AVENUE PHILADELPHIA, PA 19122 BRITT BOUKNIGHT FEASIBILITY STUDY: BESTOYS ONLINE PRESENCE 1234 GIRARD AVENUE PHILADELPHIA, PA 19122 BRITT BOUKNIGHT FRIDAY, SEPTEMBER 12, 2014 TABLE OF CONTENTS 1. EXECUTIVE SUMMARY... 2 2. DESCRIPTION OF PRODUCTS AND

More information

What s ahead for online grocery?

What s ahead for online grocery? What s ahead for online grocery? Growth forecast and implications October 2014 By Steve Bishop Co- founder and Managing Director, Brick Meets Click Brick Meets Click helps organizations understand, plan

More information

Business Process Services. White Paper. Personalizing E-Commerce: Improving Interactivity to Increase Revenues

Business Process Services. White Paper. Personalizing E-Commerce: Improving Interactivity to Increase Revenues Business Process Services White Paper Personalizing E-Commerce: Improving Interactivity to Increase Revenues About the Author Subramaniam MV Subramaniam is a Delivery Manager at Tata Consultancy Services

More information

Retail 2020 Challenges: Collaborating for Growth through Supply Chain Efficiencies. Jeff Holmes Managing Director, Retail and Consumer PwC

Retail 2020 Challenges: Collaborating for Growth through Supply Chain Efficiencies. Jeff Holmes Managing Director, Retail and Consumer PwC Retail 2020 Challenges: Collaborating for Growth through Supply Chain Efficiencies Jeff Holmes Managing Director, Retail and Consumer www.pwc.com Retail 2020: Redefining Supply Chain Collaboration to Drive

More information

The Future of E-Commerce: The Latest Trends and their Impact on Web and Omni-Channel Retailing

The Future of E-Commerce: The Latest Trends and their Impact on Web and Omni-Channel Retailing The Future of E-Commerce: The Latest Trends and their Impact on Web and Omni-Channel Retailing Kim Baudry, Market Development Director, North America, Dematic (USA) The next 45 minutes!! Retailing 360

More information

Consumer products analytics The three-minute guide

Consumer products analytics The three-minute guide Consumer products analytics The three-minute guide Consumer products analytics The three-minute guide 1 Why it matters now Category captains are no longer enough. Retailers are looking for insight captains.

More information

Tracking the Impact of Online Advertising on In-Store Sales:

Tracking the Impact of Online Advertising on In-Store Sales: Tracking the Impact of Online Advertising on In-Store Sales: What Every Multichannel Merchant Needs to Know A White Paper by: In-Store Purchases Start Online It s a fairly typical story: A consumer searches

More information

B2B Buyers Are Customers, Too: How Wholesalers Can Improve the Customer Experience

B2B Buyers Are Customers, Too: How Wholesalers Can Improve the Customer Experience Brief By Matthew Petersen and Rob O Regan NO. 56 B2B Buyers Are Customers, Too: How Wholesalers Can Improve the Customer Experience SAP Center for Business Insight Brief Q&A Case Study Inquiry E-Book 1

More information

The dawn of mobile influence. Discovering the value of mobile in retail

The dawn of mobile influence. Discovering the value of mobile in retail The dawn of mobile influence Discovering the value of mobile in retail Table of Contents The Mobile Influence Factor 4 Mobile Shoppers are the future of retail 6 Snowball effect 7 A new approach to mobile

More information

How To Be Successful In A Cross Channel Retailing

How To Be Successful In A Cross Channel Retailing Foreword Retail industry is currently going through a once-in-a-generation transformation, primarily driven by more evolved shoppers and technological innovations. This has resulted in a structural shift

More information

Position Paper Cross Border e-logistics

Position Paper Cross Border e-logistics Position Paper Cross Border e-logistics A Need for Integrated European E-Logistics Solutions www.ecommerce-europe.eu POSITION PAPER 3 Table of contents Summary Summary & Recommendations 3 Introduction

More information

How To Sell A Skirt At Elizabeth Womene

How To Sell A Skirt At Elizabeth Womene February 2014 Taking the total retail customer experience to the next level Taking the total retail customer experience to the next level The face of retail is changing. While brick-and-mortar stores once

More information

BRIDGING THE OMNICHANNEL DIVIDE

BRIDGING THE OMNICHANNEL DIVIDE BRIDGING THE OMNICHANNEL DIVIDE BRIDGING THE OMNICHANNEL DIVIDE While ecommerce is recognized as one of the most exciting opportunities in the Consumer Packaged Goods industry, poised to make up 5% of

More information

Buy anywhere, Fulfill anywhere

Buy anywhere, Fulfill anywhere Buy anywhere, Fulfill anywhere Considerations for Omni-Channel Retail Supply Chain David Hogg, Commerce Solutions Leader Europe October 15 th, 2014 1 1 Customer demands are driving supply chain developments

More information

Importance Of Ecommerce

Importance Of Ecommerce Importance Of Ecommerce $279B US Ecommerce projected to be a $279 Billion industry by 2015 (Forrester) 61% 61% of shoppers begin their research for purchases online (Website Magazine) 53% By 2014, 53%

More information

Guide To Increasing Online Sales - The Back (Office Story)

Guide To Increasing Online Sales - The Back (Office Story) Guide To Increasing Online Sales - The Back (Office Story) 4 Ways Your Inventory & Order Management Solution Plays A Pivotal Role The one sustainable competitive advantage you have to drive more online

More information

XPS Parcel s Easy Ecommerce Integration. Offering the Best Shipping Rates Around. No User Fees Is What Sets Us Apart From Others

XPS Parcel s Easy Ecommerce Integration. Offering the Best Shipping Rates Around. No User Fees Is What Sets Us Apart From Others XPS Parcel s Easy Ecommerce Integration Our web based shipping software gives you easy ecommerce integration with all of your shopping carts, marketplaces, and e-commerce store platforms. We integrate

More information

Winning in Retail in the next decade. Turn Showroomers and Digital Shoppers into Omnichannel advocates

Winning in Retail in the next decade. Turn Showroomers and Digital Shoppers into Omnichannel advocates Winning in Retail in the next decade Turn Showroomers and Digital Shoppers into Omnichannel advocates The Digital Shopper Profile Price-conscious, showrooming, real-time, all time Millennials and Other

More information

Mapping The Path To Purchase How Consumers Navigate The Multi-Channel Landscape

Mapping The Path To Purchase How Consumers Navigate The Multi-Channel Landscape A Commissioned Study Prepared For The Electronic Retailing Association by Forrester Consulting March, 2008 Mapping The Path To Purchase How Consumers Navigate The Multi-Channel Landscape Table Of Contents

More information

Table of Contents CUSTOMER DEMOGRAPHICS... 2 MARKETING... 4 OPERATIONS... 7 FINANCIAL ANALYSIS... 11 RECOMMENDATION... 13 APPENDIX...

Table of Contents CUSTOMER DEMOGRAPHICS... 2 MARKETING... 4 OPERATIONS... 7 FINANCIAL ANALYSIS... 11 RECOMMENDATION... 13 APPENDIX... ABSTRACT This report provides an in depth comparative analysis between Walmart and Amazon with respect to each company s demographics, marketing, operations, and finance. The intent of this analysis is

More information

How to Scale ecommerce Fulfillment for the Holidays

How to Scale ecommerce Fulfillment for the Holidays How to Scale ecommerce Fulfillment for the Holidays As much as online retail has become an integral component of holiday shopping 1, some online retailers may still hit serious roadblocks during the holiday

More information

Internet Grocery Stores What does the future look like? By: Matthew Rousu

Internet Grocery Stores What does the future look like? By: Matthew Rousu Internet Grocery Stores What does the future look like? By: Matthew Rousu In the past several years, there has been an explosion of Internet companies on the retail market. Internet grocery stores exist,

More information

Module 6. e-business and e- Commerce

Module 6. e-business and e- Commerce Module 6 e-business and e- Commerce 6.1 e-business systems 6.2 e-commerce systems 6.3 Essential e- commerce processes 6.4 Electronic payment processes 6.5 e-commerce application trends 6.6 Web store requirements

More information

Reduce Shipping Costs With ShipConsole

Reduce Shipping Costs With ShipConsole Reduce Shipping Costs With ShipConsole WHY SHIPCONSOLE Product Overview ShipConsole is an Oracle Validated shipping solution that provides multi-carrier online shipping, label printing, and shipment tracking.

More information

HOW BRICK-AND-MORTAR RETAILERS CAN WIN THE OMNICHANNEL BATTLE

HOW BRICK-AND-MORTAR RETAILERS CAN WIN THE OMNICHANNEL BATTLE HOW BRICK-AND-MORTAR RETAILERS CAN WIN THE OMNICHANNEL BATTLE Forward-looking retailers are using wireless mobile technology to integrate the dueling worlds of in-store and online shopping, communications

More information

Loyalty data security Are hospitality and travel companies managing the risks of their rewards programs?

Loyalty data security Are hospitality and travel companies managing the risks of their rewards programs? Loyalty data security Are hospitality and travel companies managing the risks of their rewards programs? Companies that can persuade their customers to share personalized information about their interests,

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

OMNICHANNEL OPERATIONS BRANCHING OUT IN THE NEW RETAIL ECOSYSTEM

OMNICHANNEL OPERATIONS BRANCHING OUT IN THE NEW RETAIL ECOSYSTEM OMNICHANNEL OPERATIONS BRANCHING OUT IN THE NEW RETAIL ECOSYSTEM OMNICHANNEL OPERATIONS While e-commerce sales accounted for just 8% of retail sales in the US in 2013 and 2014, cross-channel retail contributes

More information

The ABC s of Selling Online

The ABC s of Selling Online DEFINITION E Commerce: Business done on and through the web The ABC s of Selling Online FOREIGN LANGUAGE QUICK HISTORY 1979: Michael Aldrich invented online shopping 1984: CompuServe launches an electronic

More information

E-Commerce (BtoC): A New Platform for Direct Selling

E-Commerce (BtoC): A New Platform for Direct Selling E-Commerce (BtoC): A New Platform for Direct Selling Communications-based direct selling dates back more than 100 years. The purpose of direct selling is to create direct communication between manufacturers

More information

WHITE PAPER Analytics for digital retail

WHITE PAPER Analytics for digital retail WHITE PAPER Analytics for digital retail Introduction The advent of organized retail propelled businesses to reach out to a wider spectrum of consumers in an effort to increase market share. This gave

More information

Canadian Ship-To-Store Programs Benefit Both Consumers And Retailers

Canadian Ship-To-Store Programs Benefit Both Consumers And Retailers A Forrester Consulting Thought Leadership Paper Commissioned By Purolator November 2014 Canadian Ship-To-Store Programs Benefit Both Consumers And Retailers Table Of Contents Executive Summary... 1 Canadian

More information

Multichannel Customer Care

Multichannel Customer Care Multichannel Customer Care The changing landscape in customer communication provides a unique opportunity to combine the assets of our outsource services division (call center and network) with our social

More information

HOW THE GAME IS CHANGING: BIG DATA IN RETAIL

HOW THE GAME IS CHANGING: BIG DATA IN RETAIL BRICK MEETS CLICK BIG DATA UPDATE, 4Q 2013 HOW THE GAME IS CHANGING: BIG DATA IN RETAIL We ve been tracking retailing professionals experiences and attitudes toward big data regularly over the past two

More information

INCREASE SALES ON AMAZON THE FULL SCOPE OF AMAZON 360

INCREASE SALES ON AMAZON THE FULL SCOPE OF AMAZON 360 Of the leading e-commerce channels, Amazon takes the cake as the most customer-friendly, holding shoppers in highest regard to provide a quality, seamless purchase experience from item search to check

More information

for Retail One solution connects retail end-to-end, driving growth and fostering customer relationships.

for Retail One solution connects retail end-to-end, driving growth and fostering customer relationships. Microsoft Dynamics for Retail One solution connects retail end-to-end, driving growth and fostering customer relationships. Our vision is to empower midsized and enterprise retailers with a seamless and

More information

New Mexico Broadband Program. Internet Tools for Small Business Success. Module 8 E-Commerce

New Mexico Broadband Program. Internet Tools for Small Business Success. Module 8 E-Commerce New Mexico Broadband Program Internet Tools for Small Business Success Module 8 E-Commerce Internet Tools for Small Business Success Class Series 1. Terminology & Planning 2. Communication & Collaboration

More information

Global e-commerce Logistics 2016

Global e-commerce Logistics 2016 Global e-commerce Logistics 2016 Ti s annual analysis and market overview of the global e-commerce logistics industry. The report contains Ti s bespoke market size and forecasting data, as well as overviews

More information

MARKETPLACES. be seen. CHANNELADVISOR MARKETPLACES WILL ENABLE YOU TO: And Many More

MARKETPLACES. be seen. CHANNELADVISOR MARKETPLACES WILL ENABLE YOU TO: And Many More DATA SHEET be seen. MARKETPLACES Amazon, ebay and other marketplaces like Jet.com, Newegg and Sears account for a growing portion of global online retail sales. Online retailers of all sizes are recognizing

More information

The global omni-channel revolution. Logistics and real estate implications for retailers

The global omni-channel revolution. Logistics and real estate implications for retailers The global omni-channel revolution Logistics and real estate implications for retailers 2 The global omni-channel revolution Introduction The retail landscape is changing rapidly and radically because

More information

FREIGHT MANAGEMENT TODAY: HOW TO COMPETE FOR CAPACITY

FREIGHT MANAGEMENT TODAY: HOW TO COMPETE FOR CAPACITY FREIGHT MANAGEMENT TODAY: HOW TO COMPETE FOR CAPACITY Where Technology and Logistics Merge FREIGHT MANAGEMENT TODAY: HOW TO COMPETE FOR CAPACITY SHIPPERS MUST TAKE AGGRESSIVE STEPS TO EVOLVE IN A CHANGING

More information

The Global E-Commerce Gold Rush How Retailers Can Find Riches Overseas

The Global E-Commerce Gold Rush How Retailers Can Find Riches Overseas The Global E-Commerce Gold Rush How Retailers Can Find Riches Overseas By Joanne Bethlahmy, Bharat Popat, and Paul Schottmiller E-commerce is going global as retailers from around the world take advantage

More information

UXC Eclipse + Microsoft Dynamics AX 2012 for retail

UXC Eclipse + Microsoft Dynamics AX 2012 for retail UXC Eclipse + Microsoft Dynamics AX 2012 for retail Today s smart retailers have highly efficient, integrated retail supply chains and focus on delivering exceptional buying experiences that keep customers

More information

CHANNELADVISOR WHITE PAPER. Through the Eyes of the Consumer: 2010 Consumer Shopping Habits Survey

CHANNELADVISOR WHITE PAPER. Through the Eyes of the Consumer: 2010 Consumer Shopping Habits Survey CHANNELADVISOR WHITE PAPER Through the Eyes of the Consumer: 2010 Consumer Shopping Habits Survey 2010 Consumer Shopping Habits Survey 2 It s hard to believe that the holidays are right around the corner,

More information

Click Labs Report: How Retail Leverages Mobile

Click Labs Report: How Retail Leverages Mobile Click Labs Report: How Retail Leverages Mobile Table of Contents: Transforming Retail via Mobile...4 Mobile Apps vs. Mobile-Optimized Websites for Retail...6 How to Leverage Mobile Retail Apps to Increase

More information

Introduction to E-Commerce

Introduction to E-Commerce Introduction to E-Commerce 1/12/2016 What is E-commerce? Buying and selling of products or services over electronic systems such as the Internet and other computer networks Online purchase of goods or

More information

Survey Says: Consumers Want Live Help

Survey Says: Consumers Want Live Help Session Abstracts Optimization Services Track Survey Says: Consumers Want Live Help October 22 nd, 11:00 am Eastern ATG recently surveyed more than 1,000 Internet users who research, apply for, and buy

More information

ECM 210 Chapter 6 - E-commerce Marketing Concepts: Social, Mobile, Local

ECM 210 Chapter 6 - E-commerce Marketing Concepts: Social, Mobile, Local Consumers Online: The Internet Audience and Consumer Behavior Around 75% (89 million) of U.S. households have Internet access in 2012 Intensity and scope of use both increasing Some demographic groups

More information

May 2015. Why Omnichannel Fulfillment is Crucial for ecommerce?

May 2015. Why Omnichannel Fulfillment is Crucial for ecommerce? May 2015 Why Omnichannel Fulfillment is Crucial for ecommerce? CONTENT Editorial... 3 1. What is Omnichannel Fulfillment?... 4 2. The Role of ecommerce in the Fulfillment Business... 5 3. Challenges for

More information

E-Business: How Businesses Use Information Systems

E-Business: How Businesses Use Information Systems Chapter 2 E-Business: How Businesses Use Information Systems 2.1 2007 by Prentice Hall Business Processes and Information Systems Business processes: Workflows of material, information, knowledge Sets

More information

SellerDeck 2016. Workshop

SellerDeck 2016. Workshop SellerDeck 2016 Workshop SellerDeck 2016: Features & Enhancements ebay Order Import Google Analytics and Adwords PayPal Enhancements Stock Management Enhancements SEO and Design Enhancements Technical

More information

10 Top Strategies for Launching a Successful E-Commerce Site Smart Solutions

10 Top Strategies for Launching a Successful E-Commerce Site Smart Solutions 10 Top Strategies for Launching a Successful E-Commerce Site Smart Solutions With dot-com failures on the rise, you might ask whether it makes sense to spend time, money and resources to create an e-commerce

More information

Physical/Digital Convergence: New Technology for Omnichannel Retail

Physical/Digital Convergence: New Technology for Omnichannel Retail Physical/Digital Convergence: New Technology for Omnichannel Retail Moderator Allison Enright Editor Internet Retailer Featured Panelist Nikki Baird Partner Retail Systems Research Speaker Jeremy Wilson

More information

GETTING TO OMNI CHANNEL

GETTING TO OMNI CHANNEL GETTING TO OMNI CHANNEL Our team of experienced professionals with unique specialty knowledge can guide you to achieving your omni channel objectives The only new source of sales growth The biggest opportunity

More information

End of the Line The future logistics challenges of production and multi-channel retailing

End of the Line The future logistics challenges of production and multi-channel retailing End of the Line The future logistics challenges of production and multi-channel retailing Launch Global E-Tailing 2025 Workshop 2 Berlin, May 20, 2014 Prof. Dr.-Ing. Katja Windt, School of Engineering

More information

Management Information Systems

Management Information Systems Management Information Systems Information Systems, Global Business and E-business Lecturer: Richard Boateng, PhD. Lecturer in Information Systems, University of Ghana Business School Executive Director,

More information

cgi.com/retail 1 Omni-Commerce: Today s Imperative for Retail Success

cgi.com/retail 1 Omni-Commerce: Today s Imperative for Retail Success cgi.com/retail 1 Omni-Commerce: Today s Imperative for Retail Success 2 cgi.com/retail The retail industry is expected to evolve more over the next 10 years than it has in the last 50 years. E-commerce,

More information

Social media has CHANGED THE WORLD as we know it by connecting people, ideas and products across the globe.

Social media has CHANGED THE WORLD as we know it by connecting people, ideas and products across the globe. Social Media for Retailers: Six Social Media Marketing Tips to Drive Online Sales........................................................ 2 Social media has CHANGED THE WORLD as we know it by connecting

More information

Endeavour Dynamics Offering

Endeavour Dynamics Offering Endeavour Dynamics Offering Microsoft Dynamics AX 2012 is recognised as a global leading ERP system that supports a single instance strategy for medium to large enterprise companies. Endeavour is proud

More information

1. Global E Business and Collaboration. Lecture 2 TIM 50 Autumn 2012

1. Global E Business and Collaboration. Lecture 2 TIM 50 Autumn 2012 1. Global E Business and Collaboration Lecture 2 TIM 50 Autumn 2012 Objective of the Learning The Major Feature of Business Systems Performance of Business Organization Levels of Business management The

More information

PRESENCE, INTELLIGENCE AND CONFLICT: OPPORTUNITIES AND CHALLENGES IN DIRECT-TO-CONSUMER E-COMMERCE

PRESENCE, INTELLIGENCE AND CONFLICT: OPPORTUNITIES AND CHALLENGES IN DIRECT-TO-CONSUMER E-COMMERCE WHITE PAPER PRESENCE, INTELLIGENCE AND CONFLICT: OPPORTUNITIES AND CHALLENGES IN DIRECT-TO-CONSUMER E-COMMERCE EXECUTIVE SUMMARY Readers of this document will learn why the advantages and opportunities

More information

better delivery technology delivered Satisfy the delivery demands of the 21st century shopper

better delivery technology delivered Satisfy the delivery demands of the 21st century shopper better delivery technology delivered Satisfy the delivery demands of the 21st century shopper part of the group a guy I know... now finds it quicker to order an item through Amazon than to search his house

More information

ebook 4 Steps to Leveraging Supply Chain Data Integration for Actionable Business Intelligence

ebook 4 Steps to Leveraging Supply Chain Data Integration for Actionable Business Intelligence ebook 4 Steps to Leveraging Supply Chain Data Integration for Actionable Business Intelligence Content Introduction 3 Leverage a Metadata Layer to Serve as a Standard Template for Integrating Data from

More information

Meeting the Multi-channel Distribution Challenge

Meeting the Multi-channel Distribution Challenge Meeting the Multi-channel Distribution Challenge July 2013 Sponsored by: Conducted by: On behalf of: Introduction Distribution is one of the fastest-changing processes in the world of logistics. With the

More information

Omni-channel: The Future of Retailing

Omni-channel: The Future of Retailing Omni-channel: The Future of Retailing Jessica Golombek 11/1/2013 Summary: In the world of retail many changes have impacted the way businesses operate. Retail can date all the way back to the days of general

More information

N-CAP Users Guide. Everything You Need to Know About Using the Internet! How E-Commerce works

N-CAP Users Guide. Everything You Need to Know About Using the Internet! How E-Commerce works N-CAP Users Guide Everything You Need to Know About Using the Internet! How E-Commerce works How E-commerce Works by Marshall Brain Unless you have been living under a rock for the last few years, you

More information

10 Quick-Start Tips For Amazon FBA

10 Quick-Start Tips For Amazon FBA 10 Quick-Start Tips For Amazon FBA Exclusively for YOU! Written By: Jessica Larrew Find me at: www.jessicalarrew.com & www.abctrainingvideos.com You are welcome to give away this report. However, this

More information

Improving the Online Shopping Customer Experience

Improving the Online Shopping Customer Experience Improving the Online Shopping Customer Experience August 22, 2012 Susan Kleinman, comscore David Sisco, UPS Some Statistics on e-commerce 2 Retail e-commerce spending is up +16% Y/Y, posting $87 billion

More information

Retail Supply Chain Reboot: Agilely Facing the Unknown. by Mirko Martich

Retail Supply Chain Reboot: Agilely Facing the Unknown. by Mirko Martich Retail Supply Chain Reboot: Agilely Facing the Unknown by Mirko Martich Are retailers winning the customer experience battle but losing the profitably war? As more companies increase their investments

More information

Supply Chains: From Inside-Out to Outside-In

Supply Chains: From Inside-Out to Outside-In Supply Chains: From Inside-Out to Outside-In Table of Contents Big Data and the Supply Chains of the Process Industries The Inter-Enterprise System of Record Inside-Out vs. Outside-In Supply Chain How

More information

Costco.com Successfully Expands into United Kingdom in Record Time

Costco.com Successfully Expands into United Kingdom in Record Time Costco.com Successfully Expands into United Kingdom in Record Time Executive Summary CUSTOMER Costco Wholesale Corporation INDUSTRY Retail CHALLENGES Take advantage of high online / mobile commerce growth

More information

E-COMMERCE PROJECT PROFILE

E-COMMERCE PROJECT PROFILE E-COMMERCE PROJECT PROFILE Bartlett Interactive 152 Commonwealth Avenue, #5 Concord, MA 01742 (978) 369-2472 www.bartlettinteractive.com The following questions will provide a foundation for understanding

More information

As state employees, we must balance safety, cost effectiveness, and efficiency with the fiscal and environmental health of our state.

As state employees, we must balance safety, cost effectiveness, and efficiency with the fiscal and environmental health of our state. To: DAS Fleet Customers RE: Fleet Customer Survey Results and Action Plan Thank you for participating in the DAS Customer Service Survey. The results of the DAS survey are available at http://www.oregon.gov/das/directors_survey.shtml.

More information

Target and Acquire the Multichannel Insurance Consumer

Target and Acquire the Multichannel Insurance Consumer Neustar Insights Whitepaper Target and Acquire the Multichannel Insurance Consumer Increase Conversion by Applying Real-Time Data Across Channels Contents Executive Summary 2 Are You Losing Hot Leads?

More information

The ROI of Energizing Brand Advocates

The ROI of Energizing Brand Advocates The ROI of Energizing Brand Advocates Zuberance Report, October 2010 The ROI of Energizing Brand Advocates By Rob Fuggetta, Founder & CEO, Zuberance This whitepaper from Zuberance shows why getting your

More information

Variorum, Multi- Disciplinary e-research Journal Vol.-01, Issue-IV, May 2011

Variorum, Multi- Disciplinary e-research Journal Vol.-01, Issue-IV, May 2011 1 e-commerce: A Useful Concept Dr.Arvind N.Chaudhari: Associate Professor in Commerce, GDM Arts KRN Commerce & MD Science College Jamner Dist Jalgaon (MAH) e-commerce Today, the human life is general and

More information

INCREASE SALES 20% OR MORE WITH SHIP-FROM-STORE

INCREASE SALES 20% OR MORE WITH SHIP-FROM-STORE INCREASE SALES 20% OR MORE WITH SHIP-FROM-STORE Deployed in 99 Days Consumers expect products to be available when they want them. If not, they will turn to competitors, resulting in lost sales. Ship-From-Store

More information

Customer Experience as the Final Retail Frontier:

Customer Experience as the Final Retail Frontier: Customer Experience as the Final Retail Frontier: Mitigating Price Factors By Delivering What Consumers Really Want in the In-store and Online Experience By: Mark Marone, PhD Developing the 21st century

More information

WHITE PAPER UNLEASHING THE POWER OF TABLETS

WHITE PAPER UNLEASHING THE POWER OF TABLETS 1 GTG Technology Group, LLC helps to build software to manage global transportation management systems (TMS) for all sizes of intermodal and drayage transportation companies. GTG is dedicated to providing

More information

The Ecommerce Edge: The Benefits of an Integrated Business Management Software Suite

The Ecommerce Edge: The Benefits of an Integrated Business Management Software Suite The Ecommerce Edge: The Benefits of an Integrated Business Management Software Suite Overcoming the Barriers of Stand-alone Ecommerce Applications A White Paper for Today s Growing Ecommerce Businesses

More information

E-COMMERCE (DOES AND DON TS) AND THE GOOD EXAMPLES. Dr. Herbert Kotzab, Professor, CBS, Vejle, 16-05-2011. E-commerce Overview. E-Commerceeftermiddag

E-COMMERCE (DOES AND DON TS) AND THE GOOD EXAMPLES. Dr. Herbert Kotzab, Professor, CBS, Vejle, 16-05-2011. E-commerce Overview. E-Commerceeftermiddag E-COMMERCE (DOES AND DON TS) AND THE GOOD EXAMPLES Dr. Herbert Kotzab, Professor, CBS, Vejle, 16-05-2011 Slide 1 Welcome to the session in advanced e- commerce! That means the instructor finds the subject

More information

The Global Ecommerce Roadmap:

The Global Ecommerce Roadmap: WHITE PAPER Abstract A few years ago, a lot of U.S. retailers were asking themselves, Should I go global? Today, that conversation has changed dramatically. Most U.S. merchants are now focused on what

More information

A Forrester Consulting Thought Leadership Paper Commissioned By MetaPack. September 2014

A Forrester Consulting Thought Leadership Paper Commissioned By MetaPack. September 2014 A Forrester Consulting Thought Leadership Paper Commissioned By MetaPack September 2014 Boost ecommerce Revenue By Enhancing Delivery Capabilities Retailers Leverage A Multicarrier Strategy To Offer Consumers

More information

ASDA ecommerce Scaling EDLP in a Disrupted World. Presented by: Stephen Mader, Vice President June 2015 OmniChannel Retailing Forum - Poland

ASDA ecommerce Scaling EDLP in a Disrupted World. Presented by: Stephen Mader, Vice President June 2015 OmniChannel Retailing Forum - Poland ASDA ecommerce Scaling EDLP in a Disrupted World Presented by: Stephen Mader, Vice President June 2015 OmniChannel Retailing Forum - Poland Our Core Capabilities 2 Each Kantar Retail solution is a powerful

More information

Case-study: SwissAir. The Internet Business. Case-study: SwissAir. Case-study: SwissAir. Summary. Summary

Case-study: SwissAir. The Internet Business. Case-study: SwissAir. Case-study: SwissAir. Summary. Summary Case-study: SwissAir The Internet Business Old model: check flight info online Step 1. Toward customers e-ticketing, electronic check-in frequent flyer miles Web site personalization (and statistics!)

More information