348: How COVID Changed Last Mile Delivery Forever, with SEKO
Summary
TLDR在这段对话中,SQL物流的首席商务官Brian Burke讨论了供应链在客户体验中的重要性,特别是在最后一英里交付方面。他强调了SQL物流如何作为第三方物流和货运代理,在电子商务领域提供全球服务,包括履行、国际包裹、大型家居交付等。Brian还提到了疫情期间供应链的挑战和变化,以及如何通过提供多种交付选项和增强的可见性来改善客户体验。此外,他还谈到了与客户建立真正的合作伙伴关系的重要性,以及SQL物流在东南亚市场的扩张计划和对电子商务履行中心的投资。
Takeaways
- 🚛 Seco Logistics 是一家全球性的3PL和货运代理公司,专注于电子商务领域,提供包括国际包裹、大件家具和家居配送等服务。
- 🌟 Seco Logistics 重视提供白手套服务,即在送货时提供高质量的客户体验,包括准时送达、良好的服务态度和高可见性。
- 📦 疫情期间,电子商务订单激增,Seco Logistics 面临挑战,需要适应封锁政策和需求高峰,同时保持服务质量。
- 🛍️ Seco Logistics 通过提供不同的送货选项,如次日达、隔日达等,来满足消费者的需求,并提高转化率。
- 💡 Seco Logistics 认为,供应链需要与营销紧密结合,共同打造出色的客户体验,从而促进口碑传播和客户忠诚度。
- 🌐 Seco Logistics 正在全球范围内扩展,包括在越南、台湾和泰国等地开设新的仓库和运营团队,以更好地控制供应链体验。
- 📈 Seco Logistics 看到2023年下半年的积极趋势,包括新产品开发和推出,以及需求的回升。
- 🔄 Seco Logistics 强调供应链的灵活性和准备性,建议客户多元化采购来源,以应对潜在的供应链中断。
- 🔍 Seco Logistics 使用技术提供高可见性的物流服务,包括实时跟踪和反馈,以改善客户体验并减少错误。
- 📱 Seco Logistics 利用智能手机技术,通过提供详细的包裹追踪信息和司机照片,增强了送货的透明度和客户满意度。
- 🌱 Seco Logistics 致力于可持续发展,采用电动叉车和考虑使用生物降解包装材料,以减少对环境的影响。
Q & A
SQL Logistics是一家怎样的公司?
-SQL Logistics是一家全球性的3PL(第三方物流)和货运代理公司,专注于电子商务领域,提供包括履行、国际包裹、退货以及大型和笨重家居交付等服务。公司在全球60多个国家拥有150个地点,起源于美国,并在全球范围内设有区域总部。
Seco Logistics在最后一英里交付中扮演什么角色?
-Seco Logistics作为SQL Logistics的一部分,专注于最后一英里交付,提供白手套服务,这在客户体验中起着至关重要的作用。Seco Logistics帮助零售商和直接面向消费者的品牌提供高质量的交付服务,包括准时交付、透明度和司机的友好度等。
新冠疫情期间,供应链和零售商的交付体验有哪些变化?
-疫情期间,由于封锁措施,许多地方不得不停止室内交付,同时电子商务订单量显著增加,这给供应链和零售商带来了巨大挑战。随着时间的推移,市场发生了变化,零售商和品牌需要重新审视市场动态,提供更好的交付体验来吸引回头客。
Seco Logistics如何帮助客户提高交付体验?
-Seco Logistics通过提供白手套服务进入消费者的家中,注重准时交付、透明度、司机的礼貌和友好度等因素。此外,Seco Logistics还利用技术提供实时反馈,帮助客户了解交付体验的质量和需要改进的地方。
为什么说供应链需要与市场营销紧密结合?
-供应链不仅影响产品的交付,还影响客户的购买决策和品牌忠诚度。通过提供高质量的交付体验,可以创造口碑,吸引回头客,这是市场竞争中的关键因素。因此,供应链管理需要与市场营销紧密结合,共同提升客户体验。
Seco Logistics在包装和交付体验方面有哪些创新?
-Seco Logistics正在从传统的丙烷动力叉车转向电动车队和物料搬运设备,以减少仓库中的灰尘和烟尘,确保发出的产品包装干净整洁。此外,Seco Logistics还在探索使用可生物降解或消费后回收材料的包装选项,以响应消费者对环保的需求。
为什么提供多种交付选项对提高客户满意度至关重要?
-提供多种交付选项可以增加客户的选择自由度,从而提高客户满意度。例如,提供次日达或两日达选项,让消费者根据自己的需求选择最合适的交付方式。这不仅可以提高转化率,还可以减少购物车放弃率。
Seco Logistics如何利用技术提高交付的透明度?
-Seco Logistics利用技术,如智能手机和跟踪系统,提供实时的交付信息和里程碑事件。这包括提供司机和包裹的照片、预计到达时间以及交付状态更新,从而减少客户的焦虑和提高满意度。
Seco Logistics在未来有哪些扩张和发展计划?
-Seco Logistics计划在未来6个月内在东南亚地区进行更多的扩张,包括开设新的仓库和设施。此外,公司还将继续增加新的运输合作伙伴和最后一英里交付选项,以提供更好的全球运输体验。
Seco Logistics如何帮助客户应对供应链中的不确定性和潜在的干扰?
-Seco Logistics建议客户采取多元化的采购策略,从多个国家采购产品,以减少对单一来源的依赖。此外,公司强调选择真正的合作伙伴而非仅仅是供应商,以确保在供应链出现问题时能够得到可靠的支持。
Seco Logistics如何利用QR码和定制品牌跟踪门户来帮助客户进行再营销?
-Seco Logistics通过在包装和发票上使用QR码,以及创建定制品牌跟踪门户,帮助客户进行再营销。这些QR码可以链接到带有表单的着陆页面,用于转化,并可能展示相关产品的广告,以此吸引客户购买更多商品。
Outlines
🚚 供应链与客户体验的融合
本段讨论了供应链在客户体验中的重要性,特别是最后一英里交付对零售商的影响。Brian Burke作为SQL物流公司的首席商务官,介绍了公司作为第三方物流和货运代理的业务,包括电子商务领域的履行、国际包裹、退货以及大型和笨重的家庭交付。他强调了公司在全球60多个国家拥有150个地点的业务,并着重介绍了在美国的创新,特别是在最后一英里交付方面。此外,还提到了在疫情期间,供应链如何适应变化,以及如何通过提供卓越的交付体验来吸引回头客和口碑传播。
🌟 供应链的实时反馈与营销结合
这段对话强调了供应链管理与营销紧密结合的重要性,以及实时反馈在提升客户体验中的作用。讨论了技术如何使供应链能够提供实时的星级评价反馈,这对于改善服务和强化客户忠诚度至关重要。还提到了供应链、贸易融资以及新产品开发等方面的趋势,以及对2023年下半年和2024年的积极展望。
🛒 供应链准备与策略调整
本段探讨了企业如何为供应链中断做好准备,以及如何重新思考其最后一英里交付策略。强调了多元化采购来源和选择合适的合作伙伴的重要性。通过一个关于行李箱公司的故事,说明了在危机时刻选择坚持与现有合作伙伴合作的重要性。
🤝 与Seiko合作的重要性
讨论了与Seiko合作的重要性,以及如何通过合作提升客户体验和品牌形象。提到了Seiko在履行订单时对环境的关注,比如使用电动叉车减少污染,以及提供定制化包装选项来满足消费者的需求。还探讨了如何通过创新的方式,例如使用QR码和定制品牌追踪门户,来重新定位市场和现有客户。
📦 交付选项与消费者选择
这段对话强调了为消费者提供交付选项的重要性,以及如何通过提供不同的交付选项来提高转化率和客户满意度。讨论了免费送货、加速送货以及与合作伙伴如Roadies合作提供同日送货选项的策略。还提到了如何通过实验和创新来改善交付体验,并强调了与合作伙伴共同工作的重要性。
👀 供应链中的可见性问题
本段讨论了供应链中可见性的概念及其对不同人的不同含义。通过一个关于国际包裹运输的故事,说明了如何通过技术提供全链条的可见性,包括追踪号码和标准化的里程碑事件。还提到了在白手套服务场景中,可见性可能意味着提供更精确的交付时间窗口和实时更新。
🌐 Seco的未来发展规划
最后一段介绍了Seco物流公司的未来计划,包括在越南、台湾和泰国等东南亚市场的扩张,以及在荷兰鹿特丹的新履行中心。这些扩张将为客户提供更多的选项,帮助他们更好地管理库存,并满足电子商务需求。
Mindmap
Keywords
💡供应链
💡最后一公里配送
💡白手套服务
💡电子商务
💡客户体验
💡可见性
💡评价和星级
💡新产品研发
💡需求预测
💡全球化
Highlights
供应链在客户体验中扮演着重要角色,最后一英里交付对零售商来说至关重要。
Seco Logistics是一家全球性的3PL和货运代理公司,专注于电子商务领域,提供包括国际包裹、大型家具家居交付等服务。
Seco Logistics在60多个国家拥有150个地点,起源于美国芝加哥,全球总部,同时在巴黎、伦敦和香港设有地区总部。
Seco Logistics提供白手套服务,进入消费者家中交付产品时,代表零售商或品牌提供高质量的交付体验。
疫情改变了交付体验的定义,对零售商来说,提供良好的交付体验变得尤为重要。
Seco Logistics在疫情期间创新了最后一英里的交付方式,帮助零售商和品牌适应市场变化。
零售商和品牌现在期望物流合作伙伴能够提供星级评分和反馈,以改善交付体验。
供应链需要与市场营销紧密合作,共同提升客户体验。
2023年下半年对新产品开发和推出充满期待,预计将带动需求增长。
Seco Logistics计划在未来六个月内进一步扩展东南亚市场,开设更多仓库和设施。
Seco Logistics致力于提供更多的最后一英里选项,以提高客户满意度和忠诚度。
提供多种交付选项可以增加在线购物的转化率,减少购物车放弃率。
Seco Logistics通过技术提供高度可见性,包括实时追踪和交付确认。
Seco Logistics在荷兰鹿特丹开设了新的履行中心,以满足欧盟电子商务履行需求。
Seco Logistics正在探索使用可生物降解或消费后回收材料进行包装,以提高可持续性并响应消费者需求。
Seco Logistics通过提供定制化的交付体验,帮助零售商和品牌与客户建立更强的联系。
Seco Logistics利用QR码和定制品牌跟踪门户等创新方式,帮助零售商重新定位现有客户并降低客户获取成本。
Transcripts
[Music]
let's talk supply chain
Sarah thanks for having me I am so
03 in Philadelphia and we were on stage
earlier today talking about last mile
talking about customer experience
talking about how supply chain is you
know it's a huge role it's a huge part
of the customer experience and what
we're doing for retailers as you know
delivery last mile delivery as companies
like Seco as the white glove service and
it's making all the difference so before
we get into that talk to me about Seco
what do you do remind everybody what it
is that you do and how you help your
customers yeah no problems here so I'm
Brian Burke I'm the chief commercial
officer globally at SQL Logistics we are
3pl and Freight forwarder we do a lot in
the e-commerce space whether it's
fulfillment International Parcels
returns and big and bulky home
deliveries we do this in over 60
countries with 150 locations but we
started right here in the United States
our Global head quarters of Chicago we
have Regional headquarters in Paris
London and Hong Kong so we truly are a
global company and we're Global first
but a lot of what we've done in itovate
and Last Mile was done right here in the
United States so we we do a lot for for
retailers and for directing consumer
Brands but we do take very seriously the
the job and the mission that we have day
in and day out when we're delivering
products with a white glove service we
crossed the threshold when we go into a
consumer's home and when we go into a
consumer's home there is a a lot that
the retailer or the brand you know puts
on us
it's not just about on-time delivery
it's about visibility it's about the
experience it's about how polite or nice
or friendly the driver is all of these
things play a factor and the the the the
definition of a good delivery experience
has also changed significantly
throughout the pandemic yeah so let talk
about that set the stage right where
were where were we before the pandemic
and what I mean so much changed during
the pandemic but what changed what did
it look like for retailers how did they
start thinking about last mile so you
know before the pandemic I would say
that technology was being adopted and
implemented uh with various degrees of
success and Innovation that improved the
delivery experience for consumers a lot
of great companies out there doing a lot
of great things I think that when the
pandemic started it was an incredible
challenge to to bundle together the fact
that we had to shut down inside
deliveries in a lot of places around the
country and around the world but but
also e-commerce orders started to go up
significantly right so so marrying those
two was a challenge with the lockdowns
with the spikes uh it was it was a
challenge I think now that things have
settled
um it's an opportunity for us as SQL
Logistics as an e-commerce Logistics
provider but also for Brands and
retailers to level set on where did the
market shift not only yes yes demand is
reverting back to pre-print pandemic
Trends but those Trends were still going
up right so uh it's how to how do you
differentiate in the market by by being
able to offer a great delivery
experience that creates Word of Mouth
that creates returned customers and that
is where a lot of the competition is
it's not just on price in fact when we
were on stage with Phil from Traeger
Pellet Grills you know he was mentioning
about how they look at their consumers
and they get feedback on how they build
their supply chain and and price is a
factor but it's maybe the third or
fourth right you know it's all about
quality and being on time and and when
you deliver on time it depends on what
your delivery promise is what did you
say on the website at checkout what
options do you provide and which
carriers are you relying on to deliver
to that delivery promise because you can
be a day early but you can't be a day
late yeah and that's important yeah and
so we're going to talk about options in
a minute but one of the other things
that you talked about was reviews and
star ratings and how that is not only
triggered by a good supply chain a good
delivery experience but it also goes
back to whether they're going to keep a
client whether that client's going to
come back whether they're going to
purchase from them again and so it plays
a major major role so talk to us about
that because that I think is one of the
shifts as well that we talked about in
the trends yeah I think if any retailer
brand that's out there and you you ship
big bulky Goods like exercise equipment
grills Patio furniture you should have
an expectation now that your carrier
your partner is going to be able to
deliver back to you a star rating and
and be able to say okay we did a hundred
deliveries we got 10 that got feedback
and this was our average star rating and
you need to be able to provide that by
week by month by quarter this should be
an expectation now this is where
technology is today and and that the
real-time feedback is so important
because you can use that to gauge where
maybe there are issues where you can
mitigate against those but but also
where you're getting the great feedback
because the great feedback I mean you
want to double down on what's working
and what's good but you you want to be
able to address proactively things that
might not be working as well yeah
absolutely but it shows hand in hand how
supply chain needs to work with
marketing that's right customer
experience that's right we're seeing
more and more today when we go and meet
with our clients it's not just the
transportation person or the logistics
person right the marketing
department is involved we have a
customer experience or customer services
involved sometimes even Finance because
we're even getting to conversations
around supply chain and trade financing
which can have impacts on uh when you
can bring products into the United
States when you can bring it into Europe
how fast you can go to market and where
we're seeing a lot of excitement now
because 2023 let's be fair has been
challenging for a lot of people but
where there's a lot of excitement
especially for the second half of this
year is in new product development new
product rollouts that's getting our
customers excited that's leading to
forecast ticking upwards and and we're
really positive about the second half of
this year so so let's talk about that
what are the trends that you're seeing
right now in fulfillment and inventory
and get out your crystal ball because I
want you to talk about what you think
the last half of 2023 is going to look
like into 24. because people just don't
know yeah they just don't know what's
going to happen and I know you don't
have a crystal ball no but I know you
talk to a lot of people and I think you
can put us on the right track yeah so in
order for us to look in the future we do
have to look at where where we've come
from so if we look at where we've come
from the start of the pandemic most
people cancel their purchase orders uh
the the the economy kind of shifted
overnight but then after that it became
gradual then Sudden Change as it related
to increased demand especially for
e-commerce and then the shift of the
consumer to not spend as much on let's
say experiences and and services and
more on Goods so a lot of people decided
to renovate their homes and upgrade
their their furniture and upgrade their
exercise equipment all at the same time
all around the world at the same time
all the same time and and you know that
our you know the supply chain global
trade wasn't built for that uh we we
like to say that you know uh the supply
chain
um is like church right and and you
don't build a church for
um uh Easter or Christmas that's a
saying an analogy to basically dictate
uh we're not built to be in peak season
continuously for 18 months which is what
we were basically in and it's not how we
so that created a lot of congestion that
created a lot of supply chain
constraints and even if you were able to
get a container maybe you couldn't even
get your manufacturer to deliver the
products on time because they were
behind raw materials costs were going up
on down the line so the the issues we
have today and how we think about the
future is over the past nine months
there's been a deceleration in demand
there's been a shift back from Goods
towards Services people are flying again
if any of you've flown or rented a hotel
you know that the the costs have gone up
because everyone's doing the same thing
all the same time so there's going to be
this reverse bullwhip and rebalancing
that's happening right now so a lot of
shippers a lot of our clients a lot of
retailers they are burning through their
inventory a lot of them had too much
inventory to match uh you know sales so
a lot of companies are have been really
successful at doing that through this
year and we're almost halfway through
2023 so that's that's kind of a good
news story out of what has been a
challenging demand environment because
the supply is caught up there are still
some issues but for the most part lead
times for purchase orders have gone back
down to pre-pandemic levels raw
materials supplies and costs and
inflation they're going down a lot of
positive trend lines that we're seeing
and uh and and you know jobs numbers uh
the economy uh in the United States we
we had something like called the debt
limit we got through that uh could have
been as self-inflicted economic harm but
so now if we look at the rest of this
year we do see a lot more positive
Trends we do see a lot more positive
indicators our clients are more positive
about the new products they're rolling
out and so we definitely see some upside
opportunity uh for for the rest of this
year now it may not happen on July 1 uh
you know it's not going to happen maybe
July 15th it doesn't we're going to come
yeah we'll call it the Canada Day
miracle right uh but but it'll probably
be kind of more towards the end of the
year but as we know with anything what
goes up comes down what goes down comes
up yeah and demand will pick up again
and and the consumer which is in the
United States at least driving 70
percent of GDP and the economy there's
still enough confidence there that
things will turn around
and we talked earlier about being
prepared I mean I like that you said
that as a former Girl Guide because the
motto was be prepared yes um but you
talked about being prepared because at
the end of the day it's not about if
it's about when and we we're in
Philadelphia and the collapses just
happened on the I-95 yep and the stories
that are coming out in supply chain are
about what's going what's going to be
disrupted from this particular event
that has happened in a local area and so
these things are happening all the time
and so you talk about being prepared
what can companies do to be prepared for
some of these disruptions what should
they be thinking about or maybe
rethinking in their last mile delivery
strategy in their supply chain that's a
great question because I think uh what
we've learned over the past three years
is that if there's another shoe to drop
it will drop if if something can go
wrong it will go wrong it's not a matter
of if but when and so if you think about
your supply chain in that context then
you can really build out okay worst case
scenarios and what are my mitigation
measures and one example of that that
we're seeing a lot of today is companies
that may have been sourcing all of their
product from one country
whether that was China or another
country we had a question about
absolutely and and you know there there
are Trends in near Shoring and friend
Shoring but but ultimately the the
recommendation that we have and what
we're seeing really good success with
our clients is uh diversifying country
of origin so uh you know if a China plus
one strategy uh or or a Mexico plus one
or whatever wherever you have kind of a
lot of your eggs in one basket you need
to diversify that gives you options for
when things do happen and they will uh
so that's number one and really
important because that's that can take a
long time to find uh you know other
options other manufacturers other
vendors that can have the same quality
and and you know price range that that
can really fit your market and the
products that you're selling so that
that's number one I think number two is
um making sure that you have the right
Partners on board because I I think a
lot of folks can look back at who was
able to deliver for them when um you
know the the quote unquote stuff hit fan
right uh and and who was more of a
vendor versus a partner making sure you
have true Partners in your supply chain
uh I think is absolutely critical
because and I remember one one story
during the pandemic we were talking to a
company that makes suitcases and they
wanted help in getting uh capacity
from Asia to the US they were having
problems with their uh with their
current Partners
um and and our team I'd never seen this
before our team advised this potential
new client the CEO stay with your
partners
we we're not going to be able to deliver
for you because it was so challenging at
the time at the time if you had
consistent volume through a partner you
were slotted that capacity right and you
were guaranteed that capacity and to to
be able to shift to a new partner that
added undue risk it would have added
undue risk yeah and so knowing when
somebody can deliver and and follow
through with what they're selling or
offering that's so critical that's so
important and and we were able to walk
away with that with you know knowing
that we were giving them the best advice
yeah because it was challenging for
everyone to find capacity at that time
now of course things are different uh
you know we don't have the congestion if
you wanted to move a container you could
do so without much of a problem there is
some you know idling of ships and things
going on on the containerized trade
capacity side but ultimately things are
running smoothly so it's a little more
difficult to test in and challenge you
know your existing Partners but you
don't have to look that far back to
really understand who helped you yeah
and
and you've been a partner of his
specifically throughout his supply chain
Journey yeah and you know let's talk
about that because a good partner is
going to give you advice whether it
benefits them or not yep but they're
also like you said earlier an extension
of your business depending on what
they're doing for you yeah and you're
doing last mile delivery you're doing
White Glove service so talk to us about
the importance of partnership where that
comes in I know sustainability is a big
issue when it comes to who you're
working with yeah
um you know the extension of the
customer experience and a lot of
retailers are looking for that
customized delivery experience for the
client and I know you have innovative
ways from like packaging to all sorts of
things that you're testing out so talk
to us about what it's like to partner
with Seiko yeah so it's a great question
what it's like to partner with Seco or
even work with any partner in supply
chain Logistics when we do their
fulfillment you know we're responsible
for getting orders out on time but we're
also responsible for how that package
looks when they have the unboxing
experience we've been migrating away
from uh propane uh powered forklifts for
example in our facilities and moving
towards decarbonization with electric
Fleet and material handling equipment
and although that's great for the
environment ultimately what it also does
is it removes soot and dust that
collects in the boxes and when you do
that you you make sure that the products
you do send out on the behalf of the
retailer brand aren't dirty and it's
those little things that have those
conversations with our customers to say
hey we're an extension of your delivery
experience what can we do together and
collaborate and whether that's working
through do you want post-consumer
recycled packaging or do you want
biodegradable packaging those are those
are two different paths
yeah so I mean uh this is relatively new
it's not brand new but it's something
that is exciting because when you're
looking at Plastics that can be in the
environment for thousands of years
versus something that can be
biodegradable and Perfectly Natural to
use as a replacement for packaging but
but they're so good at what they do
these scientists that make these and
innovate with these new products that
they truly are biodegradable so if you
don't use them in your Warehouse they
will start to degrade uh so or if you
deliver in the rain yeah that's uh yeah
that's a whole nother conversation but
ultimately it now that's a new factor
that we have to plan for so it's not
like we can just buy a bunch of bulk
inventory and let it sit and draw it
down as we need it now we have to kind
of think about it more as a perishable
resource but um but some of our
customers they're very interested in
that as an option versus others are are
okay with 100 post-consumer recycled
material there's a cost to both they
aren't cheaper than the more harmful
products that are out there but these
are choices that that our customers are
making in response to what their
consumers are demanding and you need to
be able to partner with someone on
what's what's what are the options
what's the best for my business and and
if you make that small little choice on
type of packaging that can have a brand
perception shift or change or impact for
all the thousands of customers that
you're delivering your product well
well yeah like you're actually thinking
you're taking it even further than
supply chain you're thinking about the
packaging and what it means to their
brand their business absolutely so when
we think about shipping and Logistics
there there are a number of
opportunities uh to retarget Market
existing customers which is for a lot of
directing consumer Brands it can help
reduce customer acquisition costs and if
if as a partner we're able to help think
through some of these ways that we can
help them whether it's providing and
spinning up a custom branded tracking
portal which we've done that can
actually have banner ads you know so if
you bought a shirt maybe you want to
look at pants and so you can retarget
yes absolutely and on the packaging
itself because one of the Silver Linings
of the global pandemic is that everybody
knows how to use a QR code this was uh
latent technology that had been released
years ago and was supposed to take off
and never did well now here we are and
there's QR codes everywhere and everyone
knows how to use them which is great
because now you can actually have a
landing page with a you know form for
conversion that you can put on your
packaging on your on your way bills
really on on the inserts that go inside
the Bots and making sure that as a
fulfillment provider not only are we
filling and packing and shipping the
order we're putting in the appropriate
inserts for retarget marketing so it
absolutely is an extent this an
opportunity to be not only an extension
of the supply chain but of marketing as
well that's what a partner does so talk
to me about options you mentioned
options earlier and I know that with
delivery it's always a huge topic you
know do we do it free do we charge for
it and do we give them options and I
think I really liked what you said
earlier about options it has to be about
the options you need to give the
consumer an option to decide what
experience they want that free could be
five days the expedited could be two but
at least they get to decide on what they
want so talk to us about the importance
of that and partnering with a company
like you to be able to provide those
options because a lot of times retailers
do think about those but maybe there's
additional options they've never even
thought about absolutely this is what I
love about being in home delivery world
it's you know every home delivery starts
with an order and that order started
with a conversion on a form on a website
somewhere and you can increase your
conversion rate by providing more
options and if you think about just our
own experience means shopping online
when we only have one delivery option
you know you're more likely to abandon
that cart and go find that product
elsewhere I have done that yes
absolutely consumer I've done that
before and and psychology and and
history has shown us also that most
people don't pay for or select for the
premium Next Day Option but you're more
likely to purchase if you have that as
an option yes and you can decide oh is
it going to cost me two dollars more or
seventy five dollars more yes yeah and
that gets to your other point about yes
free shipping well we all know there's
no such thing as a friendship I'm sorry
but it but it is that does get to
psychology you can subsidize shipping
after a certain order value because you
want to encourage conversion of larger
order values but or basket values but
but ultimately you know the monetization
of the expedited shipping options is
absolutely there consumers understand
that there are options in that if you
want things quicker in many cases you
will have to pay for them a lot of our
customers are making those tough
decisions around how much are they going
to subsidize because you know if it if
it's going to cost you thirty dollars to
overnight a package but you offer it for
twenty dollars right you're subsidizing
ten dollars but maybe you increase
conversions by 50 by doing something
like that so as long as you have the
options you have the next day option you
have the second day option and you're
even able to work with Partners you know
Roadies another example they're a great
company their Booth is here at home
delivery world and they can offer a
same-day option but only in certain zip
codes if you want to test it out so your
platform your technology team you're
commercial team they have to be able to
work and collaborate on testing things
out because if you can if you can pilot
projects in certain ZIP codes in certain
markets you can see what works and what
doesn't work and then you can scale it
out well that that you're creating a
laboratory of of exciting Innovation
that you can continually improve just
like the marketers do with a B testing
they don't just do one ad right they do
a number of different ads and they test
out which words which images are
creating the most clicks and conversions
and then they double down on the one
that works the best
companies need to start doing that and
experimenting within their supply chain
that's that is a great opportunity to
work with Partners to improve the
delivery experience and the options
available for consumers well and
your client's client and that is the
name of the game right now absolutely so
earlier we talked about visibility yeah
I want to bring it back to that because
your answer to this was amazing now
visibility is overused the word is
overused it means different things to
different people depending on where
you're at in the supply chain depending
on how you think about your customer how
you think about your product yeah so
talk to us about visibility and I think
you have a family connection yes example
that you can share no it's what I love
and I like the way that you posed the
question around what is visibility it's
a it's a loaded word White Glove is
there's a lot of terms that are out
there in in our industry and in the
retail and Home Delivery space that they
can mean different things to different
people and that's okay different
companies and different people can have
a definition that's different when it
comes to visibility or white glove or
any other term but let's focus on
visibility so for visibility we could
have one client that I had a recent
conversation with that are asking
questions around the service we provide
for international parcel shipping as an
example versus an integrator that has an
integrated solution so all the
milestones and tracking events are
integrated we we have a disaggregated
solution we have truckers at origin we
have truckers at destination we have
Customs clearance companies that could
be in-house they could be third party
and we have airlines that we utilize to
ship Parcels all around the world we're
doing millions of these every month
how do we provide visibility of all the
milestones and events that are so
critically important for our customers
customers that are going to be all
around the world well that's that so we
demonstrate how we do that how we link
together all of these parties and
partners into one tracking number with a
standardized set of Milestones that are
provided seamlessly and potentially even
branded if they want it to Consumers all
around the world
yes so that's the definition of
visibility in the context of the
conversation we're having with the
company that wants to ship all around
the world small Parcels but the
visibility and the definition can change
significantly if you're working in the
white glove scenario visibility now
means maybe I want to know if I have a
two-hour window or four hour window I
want to know where the truck is because
I want to see if they're 32 minutes out
and I work 20 minutes from home you know
I can wait till I get that notification
to head home
no I mean this is what our technology is
able to do now take a picture with the
package with the driver absolutely so so
speaking of speaking of so this gets to
the story uh that that hit close to home
uh so my wife had a birthday recently
and her sister who uh lives in Europe uh
purchased an item uh that came from a
Marketplace in China okay
and and uh she was trying to find the
tracking because uh it said it was
delivered and but she went to our
building and wasn't there and and then
she looks at the tracking and it said at
SQL Hub on one of the Milestones so
could you imagine
I can't hide from this now right like
I'm I'm fully invested in this package
because this is this is our name on this
so it was delivered it says it was
delivered but there's no sign in the
package so what's going to happen well
in our disaggregated solution because
this was a parcel coming from China to
the United States uh and uh it was
pretty fast but ultimately delivered to
the wrong location uh working with our
last mile partner in Chicago we were
able to determine and get very quickly
the photo of the building they delivered
to which we were able to determine then
very quickly that was the wrong building
and then they went through and dug up
the data and asked if this was our
address and no it was it was one digit
off it was just four blocks away instead
of 520 was 9 20. and I was able to go to
that building and get pick up the
package right away I mean that if you
think about that level of visibility
that is available now utilizing
smartphones yeah it's it's just a
technology that everyone it has and it's
allowed for companies like Seco to work
with Partners like bring and other
third-party delivery companies like
speed X or ACI or Roadie to now provide
a lot more visibility a lot more
information that can mitigate uh bad
delivery experiences and and ultimately
phone calls being put on hold
this is you know all that stuff is going
away the more information we can provide
in the visibility uh Journey the less
anguish is created the less frustration
and and the happier the customers are
and yeah we're you know my my wife can
now you know have confidence that you
know ordering through this Merchant this
Marketplace she knows the product's
going to get to us in a timely way and
if there are errors that we can address
those as as exception management well
and you can also have family
yeah so we're going to wind this down
what's the future of Seco what are you
coming up with what give us the tea yes
I want to know yeah okay well the
secrets so what's coming up for SQL
Logistics you know in the past 12 months
we've opened up in brand new markets
that we had never really been in before
we worked with you know good agents that
supported our client supply chain needs
but but ultimately it's now come to a
point where we need to have our own
operations our own team to better
control the experience at origin or
destination depending on which way the
goods are going but we so we've opened
up in Vietnam okay uh with with the big
team and lots of warehouses we've opened
up in Taiwan recently we've opened up in
Thailand
I'd say in the next six months you're
going to see news about even more
expansions in Southeast Asia all right
and and that is going to be critically
important for a lot of our clients that
are diversifying that are seeking out
new countries of origin for their supply
chains a lot of these countries are in
play so you'll definitely see that from
us more expansion more new warehouses
more new facilities
yes absolutely yeah
so I was just last November I was in
Vietnam meeting with our new team out
there and it is exciting because our
customers they they do they need
Services now at origin as an example if
you have too much inventory
um where would you rather store that
inventory in California or would you
rather actually hold some inventory at
origin where the cost per square foot or
cost per square meter is less and yes
you don't bring it into the country yet
so there's a lot more options that we
can provide for our customers which is
really exciting and when it comes to All
Things e-commerce that's where it also
gets exciting we're going to continue to
onboard new carriers new Last Mile
options we're going to continue to
provide a better experience for global
Shipping all around the world and we're
going to continue to open up new
fulfillment centers I was just in one of
our newest ones which was in Rotterdam
brand new facility right off the port
literally you can see them rest
attacking empty containers and
repositioning them because we're we're
neighbors with the port of Rotterdam and
that's to really keep up with the demand
for e-commerce fulfillment in the
European Union post brexit where you
need to be now in the EU and the
Netherlands is the best place to do that
great place yes it is my favorite the
Netherlands is one
yeah for sharing all the insights on
last mile delivery what you're doing at
Seco the future looks bright not only
for Seco but also for supply chain
supply chain professionals and you
shared that with us so everybody go and
check out
secologistics.com connect with Brian on
LinkedIn and yeah thanks so much for
coming on the show thanks for having me
and thanks for being here at the booth
foreign
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