中型零售商如何通过配送推动电子商务的成功

Agile, reliable, and a delivery & experience managementplatform for growth: why ambitious mid-size businessesshould invest in delivery & experience management(DMXM). Introduction: Tailored insight for mid-market businesses nShift has specific capabilities for retailers shipping between 10,000 andone million parcels every year. These retailers make up a large proportionof the online market, and we call those the mid-market. This guide is intended to help these businesses evaluate the best deliverymanagement and experience solutions, so they can pick one that will: •Help them grow revenues•Deliver the best customer experience•Enable them to make the best use of data•Benefit from regular new innovations and integrations with otherservices Delivery management is about much more than ensuring that the rightgoods reach the right customer on time, though that can be complicatedenough. Done well, delivery management can be the difference between a poorone-off buying experience and a life-long customer relationship. Manyretailers manage these processes manually, treating deliveries as a purelylogistical issue. In doing so, they miss considerable opportunities, to make deliveries agrowth enabler. Retailers struggle to differentiate, retain customers, and control costs,even as they spend increasing sums on discounts and promotions. By combining effective delivery management, with an outstandingcustomer experience, retailers can differentiate through deliveries. nShiftcalls this capability, “delivery & experience management”, or DMXM. DMXM can not only enable retailers to keep up with customerexpectations. It can also set the pace for driving new innovations. Delivery management for mid-market | 1 The experience era Over the years, mid-market ecommerce andomnichannel retailers have invested heavily ina variety of technologies. These help acquirecustomers, speed their journey through tocheckout, and process their payments. The abilityfor these systems to work well together is criticalto business success. But what happens after the customer clicks“buy” often determines whether they will buyagain or go elsewhere. The manner, speed, andexperience around deliveries is a key “moment oftruth” for the customer relationship. Half (53%) of consumers abandon the purchasingprocess due to excessively long shipping times.1Out of online shoppers, 85% say that a baddelivery experience will discourage them frombuying from the same retailer again.2 For growing retailers to gain their share of thisgrowing ecommerce market, they will need theability to handle ever greater volumes of parcels- and the complexity that comes with that. Andall the while, meet the rising expectations ofcustomers. A joined-up delivery experience drivesecommerce success. Delivery & experiencemanagement can improve customer choice,convert more returns into exchanges, buildcustomer loyalty, and encourage repeat purchase.All the while they can reap the benefits of nShift’sinvestment in innovation in all these areas. “Delivery & experiencemanagement (DMXM) canimprove customer choice,convert more returns intoexchanges, build customerloyalty, and encourage repeatpurchase” The “beating heart” of ecommerceand multichannel retail In their efforts to win over customers andoutshine their competitors, mid-market retailersmust continually invest in all areas of theirbusiness, from in-store technologies to payments,and from the supply chain to warehouses. It is logical for them to opt to build certainsystems for themselves. This could be to savemoney. Or the business could conclude itsenvironment is too sophisticated for an off-the-shelf solution. Or it might seem a simpleundertaking. Delivery management might seem like a primecandidate for in-house development: superficially,its function is merely to ensure that labels areprinted in the correct format for the carrierand that the booking process is sufficientlyautomated. Yet that overlooks the potential of how deliverymanagement can help: •Build and strengthen the customer experience•Promote growth•Make best use of valuable customer data•Be ready to update as future innovationsbecome available. DMXM can drive loyalty, increase revenues, andunlock novel business models, such as onlinemarketplaces or reselling used or “preloved”items. In addition, it improves business efficiencyand emissions performance. Here are six advantages that specificallydeveloped DMXM solutions can have overinternally developed alternatives. Size and Scale1 Compared with smaller businesses, mid-marketretailers typically have more resources, and arebetter placed to scale – whether in their homemarkets, or abroad. Managed carrier libraries automate this process.If a retailer wishes to support a particular carrieror mode of delivery, they can simply select itfrom the library, and add it to their checkout. Nocustom integration is needed. Often one of the key challenges of expanding intonew markets is having the capability to de