Shopper Satisfaction Across the Globe

• UPS Pulse of the Online Shopper: September 2013 Global Study - conducted by comScore

• Consumers Demand Omnichannel, So Where Do You Begin – Heather Bonura

• The Beginner’s Guide to Ecommerce Shipping and Fulfillment – Richard Lazazzera

• 22 Tips for Ecommerce Shipping and Fulfillment – Andy Geldman

John Berg, Vice President, ProShip •

Nathan Rucker, Director of Strategic Accounts, ProShip •

Justin Cramer, Director of Services, ProShip •

Bala Ganesh, Director of Retail Marketing, UPS •

Ashley Boggs, Marketing Manager Corporate Retail Segment, UPS •

SOURCES

CONTRIBUTORS

By keeping your promises, you can keep your customers.If you get your parcels to your customers quickly andsafely and offer as much status visibility as possible

during the delivery journey you will create a verypositive customer experience.

KEEP YOUR DELIVERY PROMISES

SURPRISE YOUR CUSTOMER

You need to do more than just deliver to your customers.You need to delight them too. For example if customers are simply expecting to receive a delivery on time you can delight them by upgrading their parcel to a priority shipping status for no extra charge. This will often cost you only a little more or in many cases it could end up costing you less than a standard delivery.

LOOK FOR EFFICIENCIES

The more similar your orders are the more efficient you can become. For example multiple orders canbe picked at the same time in waves. Therefore the more orders you receive for a single type of product, the faster the picking and packing becomes.This can be useful during sales promotion periods.

Amazon has set the bar high in terms of ways to fulfill within the ecommerce sector. Shipments aresecurely

packed, quickly filled (often on the same day) andthe online shopper receives a notification when

the goods are on their way.

DO IT LIKE AMAZON

GIVE BUYERS EVERY OPTION

Many businesses only ship once a day. However as some consumers may be happy with a three-day delivery, others may wish for same day delivery or even free delivery. This means you need to be able to offer these different options if you don’t want to miss out on sales opportunities.

Drop shipping means that retailers do not keep goods in stock. Instead they transfer customer orders andshipment details to either their manufacturer or a

wholesaler who the ships the goods directly to the consumer. If implemented correctly drop shipping can reduce distribution and fulfillment costs significantly.

EMBRACE DROP SHIPPING

LET THE PROFESSIONALS HANDLE WAREHOUSING

Outsourcing your ecommerce warehousing can do your business a lot of good. You will not make money moving boxes and producing labels. Third parties can do thismuch better then you can, leaving you time to get on with running your business.

Many businesses think it’s easier to select one carrier for everything. But this is not the

case. It’s best to continuously evaluate the right shipping mix in order to meet your and

your customers different needs

SHOP AROUND FOR CARRIERS

YOUR

OMNICHANNELFULFILLMENT

CHECKLIST

Offering in-store pickup means you have to be sure your inventory is accurate. If it is not, this could ruin your brand image. If it is, this could really improvethe customer’s shopping experience.

OFFER IN-STORE PICKUP2

This approach transforms your store into a fulfillment center and exposes a larger inventory of products to your online customers.

SHIP FROM STORE1

OMNICHANNELINTIATIVES:GETTING STARTED

INSURANCETRACKINGCOUNTRY OF ARRIVALCOUNTRY OF DEPARTUREWEIGHT OF PARCELSIZE OF PARCEL

CALCULATION OF

SHIPPINGCARRIERS’

RATES

3

INTERNALBUSINESS POLICY

2

FLEXIBILITYOF SOFTWARE

1

CARRIERCOMPLIANCE

Three things to bearin mind when it comesto implementation

KEY

SUCCESSFACTORSFOROMNICHANNELFULFILLMENT

55CONVENIENCE

TECHNOLOGY 44

3CUSTOMER EXPERIENCE 3

2 GLOBAL REACH2

EXCELLENT SERVICE11

CRITERIA FOR

CHOOSINGA CARRIER

Shipments flowed throughtraditional retail stores94%

Shipments converted throughan omnichannel experience6%

Omnichannelfulfillment can deliver

a better customer experience by making it faster and much better.

SHIPMENTEXPERIENCE

IN THE U.S. IN AUSTRALIA IN CANADA

A third of online shoppersin the U.S., Australia and Canada prefer to access their preferred retailer in store as opposed to online.

viadigital channel

61%

71%

79%

79%

77%

IN EUROPE

IN BELGIUM

IN THE NETHERLANDS

IN ASIA

IN MEXICO

Part of online shoppers that prefers toaccess retailers via digital channel.

RETAILERS

ACCESSPREFERENCES

71% - 83%

Shopper satisfaction is across the globe

(71% - 83 %) with the exception of Asia (average of 50%).

The highest levels ofsatisfaction areexperienced by U.S.and U.K. shoppers.

SHOPPERSATISFACTIONACROSSTHE GLOBE

WHY OMNICHANNEL FULFILLMENTIS CRUCIAL FOR ECOMMERCE

A NEOPOST - UPS COLLABORATION