Designing the Connected Customer Experience

  • Published on
    31-Jul-2015

  • View
    136

  • Download
    2

Embed Size (px)

Transcript

1. Acquire shopper Shop Buy Fulfillment Tracking Delivery Returns Customer loyalty Every step of the purchase path matters The shopping experience extends beyond digital Is it precise? Is it fast? Is it convenient? of online shoppers feel that providing expected delivery dates while shopping is important. of online shoppers compare speed of delivery across brands prior to making a purchase. of frequent online shoppers would purchase more items online* if provided with delivery options. What is your delivery promise? Fulfilling your delivery promise Are you connected? Designing the Connected Customer Experience Precise Promise Fast Delivery Convenient Experience 70% 24% 48% *When compared to bricks and mortar. Marketing and e-commerce Delivery Precise Fast Convenient Logistics and order fulllment Marketing and e-commerce Delivery Precise Fast Convenient Logistics and order fulllment Source: Omnibus Survey: CPC Marketing Research - Online Shopping Omnibus CPC#13-215, August 2013. Consumer Delivery Preferences, CP 14-206, August 2014. E-commerce Channel Report 2014, NPD Group, September 2014