How Matches manage global logistics with the help of DHL

Summary

This video highlights the importance of logistics in the luxury retail industry, focusing on the role of DHL in enabling seamless e-commerce operations. The speaker emphasizes how effective logistics and reliable partnerships are key to meeting high customer expectations, especially in new markets. Sustainability in the last mile is a major focus, with electric vehicles and efficiency improvements being crucial. Ultimately, logistics is about customer experience, with the speaker noting the significant impact of logistics on both cost and customer satisfaction.

Takeaways

• 😀 Luxury product purchases raise higher customer expectations regarding quality and service.
• 😀 The role of the speaker is to ensure that stock is live on the website and to get parcels to customers.
• 😀 DHL is relied on for expertise in local markets, particularly when expanding into new regions.
• 😀 The speaker values the people at DHL, praising them for their expertise and genuineness in the e-commerce field.
• 😀 Logistics is not only about moving products but also about serving the customer experience.
• 😀 The delivery experience at the customer's doorstep is crucial for the retailer's brand representation.
• 😀 DHL is seen as an extension of the retailer's business and is treated as such.
• 😀 Sustainability in the fulfillment chain is important, particularly in the last mile of delivery.
• 😀 Electric vehicle fleets are being used in 65 countries, showing DHL's commitment to sustainable delivery methods.
• 😀 The logistics industry faces challenges in improving efficiency and sustainability in the last mile of delivery.
• 😀 Logistics have a significant impact on both costs and customer experience, with few other areas having such a simultaneous effect.

Q & A

Why do customers have higher expectations when purchasing luxury products?

Customers expect a higher level of service when spending more money on luxury products because the cost reflects the value, quality, and overall experience they anticipate.

What is the main role of the speaker in the retail business?

The speaker's role is to ensure stock is live on the website as quickly as possible, manage stock storage, and ultimately ensure that parcels are delivered to customers.

How does DHL support the speaker's business when entering new markets?

DHL helps the speaker's business understand local markets by providing expertise, particularly in logistics and shipping, which is crucial when entering new regions.

What makes the speaker appreciate DHL as a provider?

The speaker appreciates DHL for its genuine people who are experts in the e-commerce field, and for representing the company positively to the end customer during delivery.

How does the speaker view logistics in terms of customer service?

The speaker believes logistics is not just about transporting items but also about serving the customer, as the final interaction, such as the doorstep delivery experience, is critical to customer satisfaction.

Why is the relationship with suppliers like DHL considered crucial in retail?

Suppliers like DHL are seen as extensions of the business, meaning the company should treat them with the same care and respect as its own team members for optimal collaboration and success.

How important is sustainability in the fulfillment chain?

Sustainability is a key focus in the fulfillment chain, particularly in the last mile of delivery, where companies must consider how to make the process more efficient and environmentally friendly.

What challenges does the speaker face in achieving sustainability in logistics?

The speaker faces the challenge of relying on DHL to improve sustainability in logistics, such as transitioning to a fleet of electric vehicles in various countries to reduce the environmental impact.

How does the speaker compare logistics to other areas of retail business?

The speaker compares logistics to one of the most significant cost areas in retail, emphasizing that logistics uniquely impacts both cost control and customer experience simultaneously, unlike many other business functions.

What is the overall impact of logistics on customer experience in retail?

Logistics has a direct impact on customer experience, particularly through the final delivery stage, where the speaker's company relies on providers like DHL to ensure a positive, seamless experience for the customer.