Trading online is a pretty complex challenge. Customer expectations are changing at pace as technology and service demands develop and it’s simply not enough now to have good availability, an easy to navigate website, reliable transactional technology and carriers that keep their promises.
Identified annualised savings through adoption of better picking methodologies and better use of existing automation for a pureplay GM eCommerce operation
HOW WE CAN HELP
The vendors able to create customer loyalty are providing ever better customer experience across all sales channels, proactively managing service feedback, especially inbound social media messaging and keeping ahead of behaviour and trends, even if this means doing so on a cross border basis.
As the mix of store versus online sales continues to evolve we’re here to help your business in the following ways:
Mapping the end-to-end customer journey, taking account of information available at each stage e.g. where the data originates and how it is used
Auditing your fulfilment offer; how does it compare to the market?
Widening use of click and collect models
Readiness assessment for cross border trading
Refund, re-use, recycle – how good is the quality of your revenue on returned goods?
Reviewing returns and exchange management processes, providing insight on industry standards and the general direction of travel for returns and exchanges across multi-channel retailers
Do you have a single view of the customer? Do you have a single view of product?
Mapping the cost to serve by channel to customer and understanding the trade off between stock and drop ship economics in terms of margin and fulfilment costs
"It’s easy for me to recommend Bis Henderson Consulting. I have a great network, a great brand and a great product which they were very much part of"