Highlights From TDC Global

Posted in Uncategorized, by
the delivery conference 2019

TDC Global 2019 was a massive success and we can’t wait for TDC Global 2020! For the first time ever MetaPack live-streamed talks from the biggest event in eCommerce delivery and below you can read a summary of each session recorded.

Alongside each presentation summary, you’ll also find a link to the Slide Share presentations. If you are just looking for the video presentations then they can also be found here.


Session 1 – Morning Presentations

Patrick Wall, MetaPack Founder, opened TDC by discussing the pace of change in the current retail environment. Against a backdrop of political uncertainty and turbulence on the high street, he was keen to highlight this is an auspicious time for retailers able to provide a superior customer experience. He highlighted the growth Marketplaces are seeing, citing consistent customer experience as the reason for this. Patrick highlighted research into consumer preferences from MetaPack’s 2018 State of eCommerce Delivery Consumer Research Report.

Patrick Wall, TDC Global


Howard Saunders, Retail Futurist, provided an engaging insight into the challenges facing retailers now and in the future. Howard made interesting predictions for how Big Data will be leveraged in the coming years. He highlighted how stores will become places to connect, rather than traditional places to buy goods. He shared examples of e-tailers disrupting the environment through innovation, often using pop-up stores and concept stores to add to the brand experience.


Up next was Xuan Jin from Alibaba, to discuss Connected Retail. He focused on how technologies including AI and IoT could improve the customer experience, especially during Peak times. He provided insight into the decision-making behind Alibaba owned HEMA stores. This includes technologies such as barcode scanning and payments via mobile phones.

xuan jin TDC Global


Professor Matthew Goodwin gave a timely and interesting discussion on Brexit, outlining the various possibilities and impact. He gave insight into the political landscape to assert that volatility will become increasingly normal.


Martijn Bertisen from Google discussed the tension between wanting choices and having too much choice. He highlighted the accelerating use of data. He gave examples of how retailers can connect with consumers to provide a differentiated customer experience.

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Session 1 – eCommerce & Customer Experience: Global eCommerce

A long established beauty business, Avon are transforming to reach more millennials and new customers. Graeme Carter shared how Avon is developing a unique experience for both customers and Avon representatives. He discussed how the supply chain is used to drive Avon’s customer experience.


Mike Richmond, from Doddle gave a presentation focusing on creating emotional experiences in delivery. He highlighted how retailers can use aspects of delivery, such as delivery options and packaging, to do this. Mike gave examples of retailers who are already successful at doing this, such as Haribo bags in Wiggle deliveries.


Holland and Barrett’s Emma Mead talked us through their approach to the customer delivery experience. Emma described the retailer’s approach to segmenting customers to ensure the customer journey and delivery is suitable for all. Finally, Emma gave useful insight into providing a consistent customer delivery experience across different geographies.


John Lewis’ Bruce Harryman discussed Online Demand Planning. Bruce provided interesting insight into when people make purchases on the John Lewis website. He showed the peak times and devices used for different types of purchases throughout the day.


Steve Oliver from Music Magpie talked us through the growth of the company. He discussed the challenges of being a high volume outbound logistics services. Finally, he discussed how the business has transitioned from focusing on recycling music to recycling phones to remain competitive.


Neil McLauchlan from eBay discussed how they help sellers to get online and reach new markets. He highlighted the need for retailers to increase delivery speed, increase tracking and provide more delivery options. He discussed ways eBay are using technology to provide a superior customer experience, such as AI enable image search.

watch this session


Session 3 – eCommerce & Customer Experience: Opportunities and Challenges

Julia Bindley from Not On The High Street highlighted the importance of creating an emotional experience in the gift marketplace. Not On The High Street’s partners are small business and crafts people who create unique products. She explained how Not On The High Street support their partners to help them offer a competitive delivery that adds to the gifting experience.

julia bindley tdc global


 

MetaPack’s Duncan Licence discussed how retailers and brands can give drive customer loyalty through a consistent customer experience. He gave insights from MetaPack research to highlight what customers want when it comes to delivery and how this can be implemented. Finally, he discussed the importance of the post-purchase experience, including Returns.

watch this session

Tune Into Our Upcoming Webinars

Posted in Webinars, by
metapack webinars

In 2018 we launched our new webinar programme and following positive feedback, we will be producing more webinars for you to enjoy live and on-demand throughout 2019.

Our upcoming programme is outlined below, so make sure you sign up quickly to guarantee your place. Don’t forget, all of the webinars from last year are available to listen to at bit.ly/Metapack-Webinars.


Upcoming webinars

January 29th – State of eCommerce Delivery Report: North American Insights

Providing deep insights into what consumers want when it comes to delivery, the 2018 State of eCommerce Delivery Report: North American Insights, examines how the delivery choices shoppers encounter influence the online purchasing decisions they make.

In this webinar, we’ll highlight the latest trends and insights from the report, taking a deep dive into key insights from North American consumers, including the growing appetite for energy-conscious delivery alternatives and a willingness to spend more money when purchasing luxury items.

  • Title: State of eCommerce Delivery Report (North American insights)
  • Date: January 29th, 2019
  • Time: 10:00 PST / 13:00 EST
  • Host: Maria Dahlqvist Canton, Global Marketing Director, MetaPack

Register now


 

February 28th – Customer Delivery in Europe: A Guide for US Retailers & Brands

To follow-up on the release of MetaPack’s guide to help US Retailers & Brands selling into Europe, we are hosting a webinar to cover the most important takeaways and delve deeper into key themes including market trends in Europe, fulfilment options and the carrier landscape.

This is a must-attend webinar for retailers and brands interested in their cross-delivery strategy.

  • Title: Customer Delivery in Europe: A Guide for US Retailers & Brands
  • Date: February 28th, 2019
  • Time: 10:00 PST / 13:00 EST
  • Host: Bruce Fair, Chief Revenue Officer, MetaPack

Register now


March 7th – How Delivery Options Lets You Differentiate Your Business

Consumers today expect their purchases to be delivered when and where they want them. By providing up-to-date, available delivery options at the point of purchase, retailers are able to build brand differentiation and loyalty with targeted and personalised delivery choices.

In this webinar, we will highlight the importance of providing flexible and varied delivery options, which can Increase conversion, reduce basket abandonment and build brand loyalty.

We will also showcase the Delivery Options Maturity index; MetaPack’s industry benchmark report.

  • Title: How Delivery Options Lets You Differentiate Your Business
  • Date: March 7th, 2019
  • Time: 15:00 GMT
  • Host: Duncan Licence, Global VP Product, MetaPack

Register now


MetaPack Webinar Channel

Mastering the Delivery Experience with Ship from Store

Posted in Ship from Store, by
what is ship from store

Consumer expectations are now higher than ever when it comes to delivery. A critical challenge for retailers and brands is how to innovate to provide a differentiated customer delivery experience. The answer? Ship from Store.

What is Ship from Store?

Ship from Store is a fulfilment process where retailers and brands use stores to fulfil orders.

The Ship from Store model allows retailers and brands to better use their physical store network. By populating the distribution network stores become mini-warehouses, enabling retailers to provide rapid delivery services.

Increase conversion

Stock coverage is crucial to reduce basket abandonment. Consumers want their chosen product to be in stock, whether they are shopping in store or online. Failing to provide stock will result in unsatisfied customers or give competitors more opportunity. Ship from Store solves this problem by being physically close to the customer. In areas where warehouses are located far away from stores, this works particularly well.

Improve Inventory optimisation

Stock sitting on shelves for too long is every retailer’s nightmare. In a physical store, this is often down to goods not being obvious to customers browsing in-store. Ship from Store means an item can be picked to fulfil an online order.

Lower shipping costs

Consumers receiving their goods more quickly and retailers saving on shipping costs? Sounds like a win-win to us. Increasing Ship from Store operations also reduces costs in warehouses and removes the necessity to transfer stock from stores to warehouses before sending to other stores or to the consumer.

A final word

Investing in Ship from Store puts physical retailers back in the driving seat, allowing them to deliver a scalable, maintainable solution so they can compete with the likes of Amazon, reduce their outgoings and fully maximise the value generated by stock within their stores.

Want to know more? Download this handy infographic, or read our whitepaper Putting Stores Back to Work

Peak Update – January 2019

Posted in Peak, by
peak season update

Welcome back to our latest update on the Peak season!

Happy New Year!

The weekend of 28th to 31st December was up 20% compared to last year.


Destination growth for Australia

The split of orders was 69% domestic and 31% international, very similar to last week. Standard Delivery returned as the most popular service (55%). This was followed by Next Day (39%) and Saturday (3%).

The top destination countries were US, Ireland and Australia. This is the first time Australia has been in the top three, this is usually occupied by France.


Birmingham on top again

The results for the volume in UK towns is looking more usual. Birmingham was the city with the highest volume, followed by Belfast and Manchester. For the first time ever East London had more volume than South East London.


Keep Track of Peak 2018

Each year MetaPack produces benchmarking reports to help the industry understand how peak deliveries are shaping up. The Peak Profile Index and Carrier Performance Heat Map are updated weekly to help you keep track of Christmas peak.

keep track of peak 2018

2018 State of eCommerce Delivery: Webinar FAQs

Posted in State of eCommmerce, by
MetaPack 2018 State of eCommerce Delivery Consumer Research Report

We recently hosted a webinar discussing the findings from the 2018 State of eCommerce Delivery: MetaPack Consumer Research Report. This report surveyed 3,597 consumers in Canada, France, Germany, the Netherlands, Spain, the UK and the US. We focused on the key findings from our research, addressing fast and flexible delivery, international shopping, consumer loyalty and going luxe and going green.

During the webinar, we received many questions on the report itself. Below, we’ve compiled some of the most interesting questions we received:

  1. Are people willing to pay for a delivery subscription in order to get their “free” deliveries?

74% of consumers would like the eCommerce sites they use regularly to provide a delivery loyalty programme. And almost 20% of consumers say they’re more than prepared to pay a monthly fee if that means securing unlimited next-day delivery on all their online orders.

  1. Are consumers willing to wait for their delivery if the delivery if free?

Speed is key for consumers. However, looking closely at the results we see that 62% identified free delivery as their top priority, but 20% identified fast delivery as their top priority. So free is more important than speed. From this perspective we can say yes, consumers will wait if delivery is free – but not for long.

  1. As the trends change year on year, what can a retailer do to keep up with these increasing demands of consumers?

Retailers must be ready and willing to adapt to changes in consumer attitudes and demands. Of course, this has always been the case for retail – and any industry in fact. But for delivery, it is important to be flexible, and give consumers flexible delivery options. If retailers give consumers a range of delivery options then they will have a better chance of keeping up with what their customers want.

Retailers and brands should consider the case for more innovative ways to do delivery that are increasingly popular and would help them stand out- such as combined loyalty programmes or one-hour delivery.

  1. It seems the consumers’ wish to choose is more to do with avoiding carriers they have had problems with and less to do with carriers’ investments in the consumer relationship. Is that fair?

Consumers have abandoned their shopping baskets at all types of sites after being allocated a carrier that has always let them down.  Globally, 41% say the freedom to choose a last-mile carrier is very or somewhat important to them – and in the US, 31% of shoppers view this facility as a deal-breaker. We would infer the high percentage has more to do with simply not disappointing customers.

  1. What about last mile green deliveries options?

Many consumers are attracted to having consolidated deliveries– 62% said that the convenience of receiving all their goods in one go was an attractive proposition – and in particular, 76% of shoppers in Spain highlighted this as the top benefit.

  1. Do you know the percentage of customers who are willing to pay a monthly subscription fee for next day delivery and fast pick up returns?

19% of consumers say they’re more than prepared to pay a monthly fee if that means securing unlimited next-day delivery on all their online orders.

  1. What are the main difference you see between different regions in western markets?

There is no one trend that sums up a country, but we have seen there are differences in preferences. For example, Spanish shoppers (58%) were most enticed at the prospect of exchanging their shopping loyalties in return for preferential member services – and they were also highly interested in a delivery loyalty programme where multiple retailers and brands work together to offer a premium delivery service (73%). In the US only 23% of shoppers had opted for a PUDO, significantly lower than the global 39%. We will be sharing a North American Markets Insight Report, and overviews of each of the European countries which should provide more insight.

  1. What should be the primary focus for 2019?

61% of consumers say a positive delivery experience incentivises them to shop with an e-tailer again. The primary focus for retailers and brands in 2019 is to ensure that they give their customers a positive delivery experience. Focus on providing fast and flexible delivery options.

For more information, watch the full webinar here.

Peak Update – 21st- 24th December

Posted in Peak, by
peak trading update

Welcome back to our latest update on the Peak season!

If you celebrate Christmas we hope you had a wonderful time celebrating.

The weekend of 21st to 24th December was up an enormous 42% compared to last year.


A surge in Next Day deliveries

The split of orders was 70% domestic and 30% international. For the first time, the most popular service was Next Day (52%), followed by Standard (35%) and Saturday (7%). We can infer this increase in Next Day is because people were keen to get their deliveries before Christmas.

The top destination countries were the US, France and Ireland. This has been consistent throughout the reports.


Birmingham sees the highest volume

For the first time so far Belfast was not in the top two for UK towns! Birmingham was the city with the highest volume, narrowly followed by Glasgow and Manchester. Belfast was the fourth highest town for volume. Again, South East London remains the top London area for volume, but East London is catching up.

Don’t miss next week’s blog for reporting on how the weekend went.


Keep Track of Peak 2018

Each year MetaPack produces benchmarking reports to help the industry understand how peak deliveries are shaping up. The Peak Profile Index and Carrier Performance Heat Map are updated weekly to help you keep track of Christmas peak.

keep track of peak 2018

Peak Update – 7th- 10th December

Posted in Peak, by
peak retail update

Welcome back to our latest update on the Peak season!

The weekend of 7th to 10th December was up 4% compared to last year, showing that consumers are busier than ever buying goods.

The split of order volume was 69% domestic and 31% international. Last week international volume was particularly high at 34%, whereas this weekend the rate of international volume was more in line with what we have been seeing throughout Peak.

Service types

The most popular services were exactly the same as last weekend; Standard (61%), Next Day (35%) and Saturday (2%). This is consistent with previous weeks, where numbers have tended to hover around 61-63% for Standard.

Top destinations during Peak

The top destination countries were US, Ireland and France. This has been consistent throughout the reports. The top UK town was not Belfast this weekend! Birmingham got the spot as the top UK town for volume. It is intriguing to see if another city will beat them. Will Glasgow (currently third in the charts), beat Birmingham and Belfast before Peak season is over? Again, South East London remains the top London area for volume.

Don’t miss next week’s blog for reporting on how the weekend went.


Keep track of Peak 2018

Each year MetaPack produces benchmarking reports to help the industry understand how peak deliveries are shaping up. The Peak Profile Index and Carrier Performance Heat Map are updated weekly to help you keep track of Christmas peak.

keep track of peak 2018

Peak Update – 30th November – 3rd December

Posted in Peak, by

Welcome back to our latest update on the Peak season!

The weekend of 30th November to 3rd December was up 3% compared to last year.

The split of orders was 66% domestic and 34% international. International volume was higher than previous weeks, for example 3.5% higher than the weekend of 16th-19th November. The most popular services were Standard (61%), Next Day (35%) and Saturday (2%). This is consistent with previous weeks, where numbers have tended to hover around 61-63% for Standard.

The top destination countries were US, Ireland and France. This has been consistent throughout the reports. The top UK towns were Belfast and Birmingham, reflecting previous weekends. Again, South East London remains the top London area for volume.

Don’t miss next week’s blog for reporting on how the weekend went.


Keep Track of Peak 2018

Each year MetaPack produces benchmarking reports to help the industry understand how peak deliveries are shaping up. The Peak Profile Index and Carrier Performance Heat Map are updated weekly to help you keep track of Christmas peak.

keep track of peak 2018

Peak Update – 16th- 19th November

Posted in Peak, by
peak trading update

Welcome to the Peak report for the weekend of 16th-19th November! There are only two days to Black Friday but already retailers and brands are offering significant discounts.  

This weekend the industry with the greatest uplift from last year is Pets (36%). The next highest industries for uplift are Automotive Products (29%) and Furniture (10%).

Surprisingly, last week’s highest uplift was Gifts and this is not featured in the top industries. Pets was last week’s second highest uplift so it is appropriate that it has appeared at the top of the list. The industry with the lowest uplift from last year is Food and Beverages.

The results for the service split are similar to last week. The majority of service is Standard (down 3% at 63%) and Next day (down 2% at 33%).

The top destination country is US, followed by Ireland. The top UK town outside of London for volume is Belfast. It narrowly beats Birmingham, last week’s highest town for volume. Again, South East London had the highest volumes in the capital.

Don’t miss next week’s blog for reporting on how the weekend went.


Keep Track of Peak 2018

Each year MetaPack produces benchmarking reports to help the industry understand how peak deliveries are shaping up. The Peak Profile Index and Carrier Performance Heat Map are updated weekly to help you keep track of Christmas peak.

keep track of peak 2018

Peak Update – 9th-12th November

Posted in Peak, by
peak trading update

Hello!

Here is the Peak report for the weekend of 9th-12th November.

The industry with the greatest uplift from last year is Gifts (64%). Pets and Books came in closely with a 27% and 20% uplift respectively. Furniture and clothing retailers have also seen significant uplift. The area with the lowest uplift was household goods.

The majority of the volume (63%) was Domestic.

The majority of service split is Standard (60%) and Next day (35%). As we get closer to the holiday season we anticipate there will be more increase in next day and weekend delivery.

The top UK towns outside of London for volume are Birmingham, Belfast and Glasgow. South East London had the highest volumes in the capital.

Remember to keep following our Peak Profile Index to see the growth during Peak season and to compare to previous years. The Carrier Heat Map will also let you track how the top UK carriers perform throughout the Peak period. Take a look.


Keep Track of Peak 2018

Each year MetaPack produces benchmarking reports to help the industry understand how peak deliveries are shaping up. The Peak Profile Index and Carrier Performance Heat Map are updated weekly to help you keep track of Christmas peak.

keep track of peak 2018