T H E F U T U R E S TA R T S T O D AY

The impact of logistics on e-commerce customers experience

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ECONOMICS IS (NOW) ABOUT EMOTION AND PSYCHOLOGY

Robert Shiller, Professor of Economics, Yale University

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CU S TOM E R E X P E RI E N CE (C X )

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CU S TOM E R S ALWAY S H AV E A N E X P E R IE NC E

customers always have an experience (good, bad, indifferent)

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CU S TOM E R S WI L L PAY M OR E WH E N …

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WH Y I M P ROV E CX ?

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LOGI S T I CS I N E -C OMM E R CE

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E -S H OP P I N G

so easy…

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TH E L IF E OF A N E - COM M ER C E ORD E R

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CUSTOMERS EXPECTATIONS & SATISFACTION

Time of delivery

Point of delivery

Value added

Price

Returns

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CUSTOMERS EXPECTATIONS & SATISFACTIONTime of delivery

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C U S TO M E R S E X P E C TAT I O N S & S AT I S FA C T I O NPoint of delivery

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C U S TO M E R S E X P E C TAT I O N S & S AT I S FA C T I O NValue added services

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C U S TO M E R S E X P E C TAT I O N S & S AT I S FA C T I O NDelivery price

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C U S TO M E R S E X P E C TAT I O N S & S AT I S FA C T I O NReturns

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C U S TO M E R S E X P E C TAT I O N S & S AT I S FA C T I O NDissatisfaction on delivery aspects

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1,000 orders/day

18 % dissatisfied customer

4,5 % x 1000 orders x 20 wdays x 12 mnths x 100 pln = 1,08 million PLN

W H AT I F …

100 PLN avg order amount

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LOGISTICS IS A PART OF E-COMMERCE CUSTOMERs JOURNEY

YOUR COMPANY CAN REACH COMPETETIVE ADVANTAGE THROUGH LOGISTICS

LOGISTICS IS GOING TO BE GAME CHANGER FOR E-COMMERCE IN THE FUTURE

I N A N U T S H E L L

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WAREHOUSING

PICKING RETURNS

PAYMENTSCALL CENTREE-COM

PLATFORMS

QUESTIONS ?

TH A NK Y OU !

Mateusz Barycza

Raben Logistics Polska T: +48 661 98 71 71E: mateusz.barycza@raben-group.com

Key Account Sales Manager