It usually starts the same way. Orders are backing up. Inventory numbers do not match what is on the shelf. Customer service is fielding “where is my order” emails all day. You know you need to switch 3PLs, but one thing stops you. You cannot afford downtime. If orders stop flowing even for a day, you feel […]
Category: E-Commerce
Consumer Demand Shapes Supply Chain Strategies
Customers have a relentless desire for their orders to be processed immediately, delivered same-day and, if needed, returns processed just as efficiently. ‘Need-it–now’ is the new mindset in the eCommerce world. In fact, a quarter of customers are willing to pay more for same-day delivery (McKinsey study). This is quite a contrast to the mall […]
Proactive Customer Engagement Tips for Improving Service and Driving Loyalty
Customers are the center of the universe for every business – which is why meeting customer expectations should be a top priority. A reactive approach to customer service is not an acceptable strategy because customers have endless alternatives at their fingertips. While customer acquisition is key to growth, the value of customer retention is an […]
Top Customer Retention Strategies for E-commerce Businesses
Repeat customers are the lifeblood for any business, and most especially so for e-commerce businesses that lack brick-and-mortar outlets to attract walk-in customers. Returning customers spend 3X more compared to one-time customers, however, earning repeat sales from customers is getting tougher. Consumers are bombarded with an ever increasing number of choices from competitors who promise […]
The Changing Rules of Customer Engagement
Historically elusive and difficult to measure, customer engagement has been the focus of many recent research initiatives which have demonstrated that not only can it be measured, but that even a one percent improvement in customer engagement can increase revenues and profits of an organization. Defining customer engagement Customer engagement is the emotional affinity or […]
How Integrating Customer Experience into Supply Chain Operations Yields a Competitive Edge
Customer experience defines your brand. The pandemic has forced logistics companies to take a closer look at providing a great experience without sacrificing on supply chain efficiencies. The appreciation that a customer experiences with logistics shapes the customer journey. However, despite this fact, logistics companies sometimes find it challenging to derive value out of customer […]
What is the 80/20 Inventory Rule?
Have you heard of the Pareto principle? The Pareto principle is also known as the 80/20 rule, the law of the vital few or the principle of factor sparsity. It was created by Italian economist Vilfredo Pareto who observed the 80/20 connection. The rule suggests that for most events, including business events, 80% of the […]
Surviving the Summer Slump
How Smart Ecommerce Brands Use Slow Seasons to Build Systems It happens every year. Order volume slows down and the pressure eases. Your team finally has room to breathe and operations feel manageable again. On the surface, it looks like a break. But this is where most brands lose ground. When volume drops, it is […]
How to Expand into Marketplaces Without Breaking Operations in the New Year
After the Holiday’s, eCommerce brands set ambitious goals. Expansion is usually at the top of the list. New marketplaces like Amazon, Walmart Marketplace, Target Plus, and Etsy open massive opportunities to reach new audiences and drive sales volume. But adding channels without the right fulfillment setup often leads to operational chaos. As brands scale, fulfillment […]
3PL Pricing Explained – The Real Cost of Order Fulfillment and Hidden Fees
It happens all the time. You receive a 3PL proposal advertising $1 to $2 pick and pack fees. It looks efficient. It feels cost effective. On the surface, it appears like a clear win. Then the invoices start arriving, and the real costs show up in shipping. If you are evaluating 3PL pricing, you cannot […]