where is my customer?
DESCRIPTION
As a courier company, how can you transform your delivery process to get your deliveries first time, right time, everytime?TRANSCRIPT
!FIRST!TIME!)!EVERY!TIME?!Nigel!Doust,!CEO!)!Blackbay!
!
B2C$EUROPEAN$GROWTH:!• Online!retail!sales!in!Europe!are!set!to!jump!20%!during!
2011!and!be!worth!€172bn!!• E)Commerce!growth!is!strongest!in!Belgium!(25%),!France!
(24%)!and!Germany!(18%)!• European!online!shoppers!spent!an!average!€900!each!
with!Britons!topping!the!table!€2,082!per!annum$!€!)!!!!
!€!500!!
!€!1,000!!
!€!1,500!!
!€!2,000!!
!€!2,500!!
!€!)!!!!
!€!10,000,000,000!!
!€!20,000,000,000!!
!€!30,000,000,000!!
!€!40,000,000,000!!
!€!50,000,000,000!!
!€!60,000,000,000!!
!€!70,000,000,000!!
!€!80,000,000,000!!
France! Germany! Belgium! UK!
Value!
Average!Spend!
NO.1!B2C!MARKET!What!can!we!learn!from!the!UK….!
UK!B2C!MARKET!
1.1!BILLION!PARCELS!31!MILLION!ACTIVE!ONLINE!SHOPPERS!
€67!BILLION!
€4.6!BILLION!IN!DELIVERY!COSTS!
PER!ANNUM!
12.14%!FIRST!TIME!DELIVERY!
FAILURE!RATE!
€1.1!BILLION!IN!FAILURE!COSTS!Consumer !€300m!Retailer! !€273m!Carrier !€327m!!Untracked !€236m!!
A!1%!IMPROVEMENT!IN!FIRST!TIME!DELIVERY!
RATES!COULD!!SAVE!€74!MILLION!!
€147!IN!DELIVERY!COSTS!PER!ONLINE!SHOPPER!(€2,082!SPEND!PER!
ANNUM)!
17%$INCREASE$IN$SPENDING$IN$2011$(€79$BILLION)$ADDITIONAL$€198$MILLION$IN$FAILURE$COSTS$
6%$MARKET$IMPROVEMENT$COULD$SAVE$€458$MILLION!$(Hermes'have'achieved'a'94%'first'3me'delivery'rate)'
CUSTOMERS!ARE!DEMANDING!MORE!
Specific!delivery!day!82.8%!
Opdon!to!provide!specific!delivery!
instrucdons!66.3%!
Specific!delivery!dmeslot!76.4%!
Clear!!pre)delivery!informadon!
71.7%!
Evening!delivery!63.3%!!
Access!to!online!order!tracking!79.6%!
Source:'Snow'Valley'&'Blackbay'Doorstep'Experience'2011,'IMRG'&'Blackbay'Consumer'Delivery'Survey'2011'
Inconsistency!of!carded!delivery!is!a!
concern!51%$
Delivery!doesn’t!!arrive!as!promised!!!!
11%$
Concern!over!following!delivery!
instrucdons!65%$
Source:'IMRG'&'Blackbay'Consumer'Delivery'Survey'2011'
only!one!driver!followed!specific!instrucdons!
Parcel!was!pushed!through!the!leferbox!
Driver!wrote!on!card!leh!by!!
previous!carrier,!and!pushed!!through!the!leferbox!
0%!of!drivers!insisted!on!
delivering!to!the!addressee!
no!retailer!brand!was!represented!in!
the!!doorstep!process!
Delivery!process!will!influence!
choice!of!retailer!46%!
Customer!may!not!be!at!home!to!sign!
37%$
CUSTOMER!CONCERNS!VS.!REALITY!
COMMUNICATION!IS!KEY!
“Dispatch!date!and!tracking!number”!
“Warning!in!advance!of!Issues!
“Confirmadon!of!delivery!
dme!day!before!delivery”!
“Informadon!
on!failed!
delivery!at!t
he!dme!of!fa
ilure”!
“43%!of!retailers!didn’t!provide!tracking!informadon!
to!the!consumer”!
“23%!of!retailers!didn’t!provide!access!to!online!
tracking”!
“50%!of!deliveries!required!PoD,!only!57%!provided!real)dme!access!to!signatures!
“96%!of!carriers!didn’t!provide!pre)delivery!text!
nodficadon”!
“99%!of!deliveries!didn’t!provide!“redelivery!opdon”!
via!text!message”!
“1%!of!carriers!nodfied!the!consumer!of!a!carded!or!collecdon!point!delivery”!
Source:'Snow'Valley'&'Blackbay'Doorstep'Experience'2011,'IMRG'&'Blackbay'Consumer'Delivery'Survey'2011'
TYLER$J$WELLS$“I!wish!the!they!would!step!up!their!technology!to!the!90’s.!I!don’t!want!to!dedicate!my!Commodore!64!to!shipping!!#DELIVERY!FAIL”!
VALERIE$ARENDT$“DELIVERY!FAIL:!tried!to!deliver!the!package!they!told!me!they!returned!to!sender.!No,!thanks!already!delivered!that!a!week!ago.”!
MICHAEL$WANG$”So!my!items!was!shipped!via!courier!and!then!aher!5!days!on!the!road!the!courier!gave!it!to!another!supplier!and!sdll!not!delivered!!
PATRICK$CULLEN$”Really!!no!official!twifer!and!a!charge!to!change!my!address?!That’s!messed!up!#DELIVERY!FAIL”!
WHERE!IS!MY!PARCEL?!But!want!they!want!to!know!most!of!all!is….!
and!the!modern!customer!talks!about!this!everywhere!with!social!media!
WHERE!IS!MY!CUSTOMER?!These!forums!can!be!more!than!a!complaints!service,!the!tools!used!by!the!
!modern!customer!could!improve!first!dme!delivery!by!answering…!!
DO$YOU$WANT$FRIES$WITH$THAT?$
DRIVING!REVENUE!AT!THE!DOORSTEP!
NIGEL$DOUST,$CEO,[email protected]!p.!!+44!7899!064!699!w.!!www.blackbay.com!
!HOME!DELIVERY!REPORT!‘11!Do!you!want!to!be!a!part!of!the…!
…contact!Nigel!Doust,!CEO!!)[email protected]!with!your!ideas!