夏季销售的五个交付经验教训

How delivery & experience management (DMXM)can help retailers perfect their peak-season offer by 1 | Learning from summer sales Introduction:it’s a cruel,cruel summer “The only real mistake is the one from which we learn nothing” – Henry Ford, automobile pioneeer The summer sales season generally takes place during June and July. Itoffers retailers the chance to boost revenue ahead of the late-summer While it’s still too early to deliver a full post-mortem on the success of the2024 discount season, early indications are mixed at best. Figures fromthe British Retail Consortium show that June’s UK retail performance was Every major sales event has a bigger economic context. But manyretailers believe the lukewarm start to this summer’s sales cannotbe explained by a sluggish economy alone. Earlier planning, a better This report looks at the lessons that retailers are learning from 2024’ssummer sales. More importantly, it also looks at how they can apply Toward the end of the year the ‘peak season’ will offer retailers a hugecommercial opportunity. It includes Black Friday, Singles’ Day and theChristmas shopping season, all before the January sales. If there are The report also shows that online and multi-channel retailers too oftenmiss a trick when it comes to deliveries. Shipping and deliveries are In reality, the delivery experience holds the keys to unlockingcustomer loyalty and helping retailers stand out from the ever-growing The summer of lessons Hindsight is a wonderful thing. While none of uscan change the past, we can apply what we’ve When we speak to retailers, they tell us that,based on their lessons from summer sales, theywould like to do five key things better during this 1. Master the omnichannel experience Retailers go to great pains to offer a clear instoreexperience and a compelling online alternative.Shoppers expect both these channels to workseamlessly together. Some 59% of customers like Customers continue to expect such flexibilityduring sales seasons. By facilitating ways for But delivering the best customer experiencedoesn’t stop at the checkout. For many, that’swhere it starts. The delivery will answer questionsabout the brand or retailers: “does this business Thinking of delivery & experience management(DMXM) as one integrated approach, rather than 3 | Learning from summer sales 3. Learning from data Some 91% of business execs agree that access todata and analytics is important to the success oftheir organization.3 During busy sales seasons, Part of the problem is that a great deal of datasits in different systems and sometimes, differentorganizations. Take the delivery process for If nothing or no one brings these insightstogether, their value is lost. Making the mostof them by providing a consistent approach to 2. Focus on customer loyalty Sales seasons are rarely seen as a time to buildcustomer loyalty. More often, retailers fearthat participating in discount events will cause But many retailers believe this is a missedopportunity. During a major sales event,countless customers will buy from a vendor for Providing a smooth delivery service, whichcustomers can tailor so their goods arrive whenand where they want it, will help set those early 4 | Learning from summer sales 4. Ensuring capacity More than a third (34%) of retailers struggle withsupply-chain issues during busy periods.If suchissues mean goods aren’t delivered on time, it can Delivery capacity can become an issue when retailersare enjoying spikes in sales volumes. The contractedcarrier company may not have the scope to scale To avoid missing out on a chance to create a goodfirst impression, retailers and warehouses must 5. International shipping Online shoppers increasingly expect to buy fromretailers anywhere in the world. Some 54%expect to shop internationally more and more.If retailers can get this right, it represents a huge When deciding whether to buy from aninternational retailer, shoppers rank shippingcost and transparency as their top consideration. Learning these lessons andmaking changes with DMXM Learning these – and other lessons – fromthe summer sales season sets retailers up forsuccess. They will be better placed to reach peak These lessons will apply across marketing,ecommerce and customer experience (CX) teams. DMXMenables retailers to: •Grow beyond limits– with a library of 1000+carriers, nShift enables retailers to expandinternationally and offer more delivery Too often, retailers ignore how the deliveryexperience can help them boost theirperformance. Deliveries are typically dismissed •Connect every stage of the customerjourney, by offering the right delivery optionsat checkout (including popular zero-emissions Warehouses might manage the process withsome kind of transport administration system. Atthe same time, ecommerce and CX teams manage •Enable data-tight ecommerce, bycombining data from carriers, logistics,and other business systems. DMXM brings Delive