Paso Roadshow - Rob Tillman - Excellence in Fulfillment
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Transcript of Paso Roadshow - Rob Tillman - Excellence in Fulfillment
Excellence Through
Fulfillment
Customer demands are constantly changing.
3% Of customers will make a new purchase
5% Of customers will return to your website
Source: Bronto
So what can you do to keep your most valuable customers
coming back?
5 Trends in Modern Fulfillment
1. Speedy Delivery 2. AutomaEon 3. Free Shipping – Shipping Included 4. Flexible Delivery OpEons 5. End-‐to-‐End Commerce
1 Speedy Delivery
Boy, Amazon and Zappos are really messing things
up for all of us!
50% OF CONSUMERS
ABANDONED a cart due to lengthy
delivery <mes or when no delivery date was provided
Source: comScore, UPS 2013 survey
The Pressure’s On!
Actual Delivery Time Site Listed
Zappos.com 2.0 Days 4-‐5 Days
Newegg.com 2.3 Days 4-‐7 Days
HPShopping.com 2.5 Days 5-‐7 Days
Amazon.com 2.7 Days 3-‐5 Days
Sonystyle.com 2.8 Days 5-‐7 Days
California wineries are opera<ng at a disadvantage!
58% of your customers are more than 4 business days away.
Tuesday
Ordered online from your winery
Wednesday
Order ships from California
Friday
What’s a winery to do?
Move product closer to your customers.
Tuesday
Ordered online from your winery
Wednesday
Shipped from conveniently located fulfillment center
Friday
You made her day. Now she’s a customer for life.
2 Automa<on!
Paperless Warehouse
RF (Barcode Scanning)
Voice Picking
3 Free Shipping Shipping Included
3
Source: Internet Retailer December 2013
In December of 2013, 62.5% of the top 1,000
retailers offered Free Shipping
(either on all orders or with a minimum purchase)
76% of consumers say a free shipping op<on at checkout is important 76%
Of customers say a free shipping op=on at checkout is important.
54% Say they’ve abandoned an online purchase because shipping fees made the total purchase too expensive
Source: UPS/comScore 2013 Survey
Adding items to their cart!
93% OF SHOPPERS TAKE ACTION to qualify for free shipping.
And what’s the leading ac<on taken?
Amazon Prime is one of the most successful “shipping included” programs out there.
A “shipping included” program for the wine industry
Flexible Delivery Op<ons
4
End-‐to-‐End Commerce
5
In order to keep up, wineries need to invest in technology that drives revenue, supports mulFple sales channels, and creates operaFng efficiencies that keep costs down
When you’re moving product through ecommerce, your tas<ng room,
telephone sales, and compliance, the connec<ons are cri<cal
Turning your data sets into a connected, customer-‐focused and seamless brand experience is one
of the most important investments you can make
When your technology systems talk to each other by connec<ng your tas<ng room sales to wine
club and online buying preferences, you can maintain a
very high level of service
Thank You!