ECommerce delivery expectations and ways to scale ecommerce offerings

Dave Hauptman - Chief Commercial Officer - Kenco Group - Franklin, TN

Key trends in eCommerce delivery:

• Cost Over Speed: Consumers place more value on free shipping than the speed of the delivery.

• Visibility: While speed is not as essential as cost, it is critical companies ensure their customers have visibility into their order status from the time they check out to receiving the package at their front door.

• Connection to the Brand: Low cost = high connection: For non-commodity purchases, companies should take active efforts (include stickers, key chains, low cost items, etc. in their packages) for its customers to create a connection with its brand.

• Returns Management: Companies need to correctly balance the fine line between encouraging returns and simply showing customers how you can.

To help companies uphold delivery standards and keep customers satisfied, Kenco recommends focusing on the following areas:

• Inventory Optimization: Companies should prioritize having full visibility into their inventory levels. They must be accurate when listing the items they have on their website to avoid having to cancel or change an order.

• Acceptation/Notification:

• Must notify customers when an order is delayed for any reason.

• Companies must work with their delivery providers to have a strong line of communication – specifically for address changes, delays, etc.

• Competitor Landscape: Brands must keep up to date about their competitors efforts to ensure they are not out performing them significantly.

Ways Kenco supports companies in their eCommerce efforts:

• Different Maturity Phases: At Kenco, we consider the different levels of maturity for organizations and adjust operations based on this – discuss the use of SlotDC.

• Sustainable Growth: Kenco brings a level to sustainability to organizations by highlighting areas in need of improvement as the company moves through maturity phases.

Compliance Management: As eCommerce brands move to brick-and-mortar, Kenco helps them meet the strict compliance regulations when shipping items enforced by large retailers to help avoid costly fines.

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