THE BUYER JOURNEY

Pre-purchase phase Checkout Phase Post purchase Phase

91%

3 of 4 buyers believes
58%
that the checkout phase
is critical for their
overall purchase experience
32%

6%

Looking for Found best Browse Add product Finalizing Move to Select Payment Finalize Receive Receive
best price price and want Website to Cart Cart Checkout & Shipping purchase confirmation Package
to execute Page options of purchase
purchase
Anxiety Guilty Regret worried disappointed Stress Bored Frustrated Excited Happy Relief Confident Re-assured Relax Satisfied Proud
Negative Emotions Positive Emotions
 PERCEIVED
WEBSHOP
MARKETPLACES
DIGITAL MARKETING
PAYMENT
THE ECOM LAST MILE

ICEBERG

Perceived = What REALITY

you need to sell!
WAREHOUSE
INVENTORY
Reality = What you RETURN MANAGEMENT
TIME TO DELIVER
need to sell and be VOLUME VARIATION
MULTIPLE CHANNELS
successful! PRICE POLICY
RETURN POLICY
MARGINS
 Bulky/Heavy delivery &
installation to Consumers

Transportation Management
Software Inbound Integrator & Order
Parcel Delivery (Next hour,
Same Day, Next day)
E-facilitation Creation
of Website/Front end

Management Orchestration
LTL/FTL Delivery to
Business
Online Purchase Distribution center
from Consumer Fulfillment
Individual Consumer,
or Business on For Multi & Omni-
Business, Wholesaler,
Merchant site channel Returns
Transport Return Retailers, Distributors

Customer Call Center

Data Analytics, Business Intelligence, Visibility

 25%

Single Pick/Pack and Courier Deliveries

Palletised Handling & Distribution

Pure
Temperature Controlled
Online
15%
20% to
25%

Value Retailers
9% Alcoholic Beverages
Food & Drink 14%
Fashion/Apparel 8% Multi/Omni-Channel
6% 10% to 20%
Consumer Electronics
6%
Grocery Retailers
Luxury Goods 5%
2%
High 0% Low
Fulfillment Last Mile

Source: Transport Intelligence

63% of cart abandonment is logistics cost or time
 High automation &
Peak management & forecasting
mechanization

CRITICAL Capex & Investment Technology

ECOMMERCE
FULFILLMENT
Human Resources skills
CONSIDERATIONS uniqueness
Servicing Consumer, Packaging

Speed & convenience to

High level of Returns
consumer
Capacity Quality of service Speed Cost
 On Time delivery Inventory Accuracy
(95 is not enough) (this is the worst)

6 KEY
METRICS FOR Order profile:
Unit/Order Average to
SUCCESSFUL per hour/day? peak multiple
ECOM Average unit per order
FULFILLMENT
Cycle Time Cost per Unit/order
ECOMMERCE
FULFILLMENT
IS AN
ORGANIC
PROCESS…

NOT LINEAR..
 ¡THE MOST EXCITING TIME
TO BE IN ECOMMERCE!
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@ N abilMalouli