创建数据驱动的交付体验

How delivery and experience management (DMXM)unlocks business-changing insights for online retailers Introduction:the untapped potentialof delivery data Big data has the power to transform onlineretail. In fact, by 2029, global retailers areexpected to invest $16.68 billion in dataanalytics.1 Despite retailers’ determination to craft data-driven strategies, and the correspondingincreases in investment, much potentiallybusiness-changing data remains untapped. This guide argues that the data generated acrossecommerce deliveries and the post-purchaseprocess represents a huge area of under-realized potential. It shows how an intelligentuse of such data can join up the customerexperience, transform the delivery process, andincrease both revenues and customer loyalty. The guide also explores the barriers to gatheringand utilizing such data effectively. It showsspecifically how nShift can help businessesgather and utilize information from shipmentsand deliveries to boost revenue and transformthe customer experience. The power and potentialof data 4.Manage inventory and supply chains–accurate data helps retailers predict futureinventory needs. This minimizes waste andguards against fulfillment issues. Researchshows that consumers are increasinglyintolerant of delivery delays, with 78% ofshoppers expecting same-day or next-daydelivery3 In a nutshell, well-used data has the power toboost a retailer’s revenue. That’s good to know,but tantalizingly vague. There are at least five specific ways that retailerscan use data to improve their performance: 1.Understanding big trends and patterns– that shape what products retailers bringto market and what price they should sell at.In online and multi-channel retail, big datashould inform everything from the deliveryoptions retailers make available to customersto product imagery and content, the better tominimize returns 5.Build customer loyalty– understandingwhich products are strong sellers ensuresthat you provide similar products,keeping customers coming back for more.Understanding individual customer behaviorenables retailers to reward them for theirgrowing loyalty. Real data on a customer’spurchases – and ratings and likes – makestargeting and rewarding meaningful 2.Creating more efficient operations–understanding when demand is likely tobe high makes planning warehouse andtransport capacity easier. Combining datafrom ecommerce and warehouse systemsmakes planning delivery routes moreeffective. Benchmarking carriers, comparingrates, and switching carriers can unlockenormous cost savings that can go straight onthe bottom line 3.Create a more personalized customerexperience– data does more than illuminatemajor trends. It can help businesses tailortheir experience to customers’ needs. Thismakes it easier to market specific productsto them, streamline payment and deliveryoptions, and manage communications.McKinsey research shows that 71% ofconsumers expect companies to deliverpersonalized experiences2 Three big barriers tointelligent data strategies As we’ve seen, data is crucial to a retailer’sperformance. But three major barriers tend toprevent businesses making the most of theiravailable data. •The curse of disparate data or “data silos”- valuable information typically lies hiddenin a variety of systems across the company,a phenomenon known as “data silos”.Astaggering 84% of executives report sufferingfrom the negative effects of data silos.4 Thedelivery process is often a classic example.Too often crucial data sits with the carriercompanies. That makes it hard for managersto see if they are getting the best value fromtheir carriers •Inaccessible formats- huge amounts ofraw data hold the potential to transformthe business for the better. But such dataneeds compiling and analyzing in a way thatmakes its insights clear and useful. A recentstudy found that 80% of business data is“unstructured” (meaning that it sits in textfiles, presentations, spreadsheets or in thebody of emails)5 •Insufficient data analytic skills– evencompanies that have access to the best datadon’t always know what to do with it. Whilebusiness leaders believe data literacy to be acore skill, it is one that just 25% of workers feelconfident in6 Transforming the deliveryexperience with data Many retailers fail to pay attention to the wealthof data generated across the delivery and post-purchase processes. When combined and analyzedwith sales data, it can create insights that raiserevenue by: 1. Optimizing and reducing carriercosts Last-mile deliveries today account for over half of alllogistics costs.It follows that reductions here willshow up strongly on retailers’ bottom lines. The greater access a retailers or warehouse has tocarrier costs and performance data, the more easilythey can select the most cost effective last-miledelivery option for each shipment. This leads tosignificant cost savings over time. Automatically select the most cost-effective option withnShift nShift include