Access the full event here: https://event.on24.com/wcc/r/1959223/858371423C975CB61D19288C605A108C "The last mile has become a customer experience battleground for retailers, but it’s one that brands can win. While Amazon has raised consumer expectations around delivery speed, what shoppers really want are delivery options tailored to their needs — including self-service options; visibility into where and how their delivery will arrive; and no-hassle resolution when issues do occur. Retailers that focus on last-mile improvements reap benefits such as higher NPS scores, increased AOV and greater customer loyalty. In this Connected Consumer Series webinar from Retail TouchPoints, sponsored by Convey, attendees will learn how Delivery Experience Management (DEM) provides the single source of last-mile data and tools needed so that retailers can actively manage deliveries efficiently, at scale. Nearly 12% of all shipments encounter some kind of issue, from delays to damaged packages — retailers can either head off problems before they occur, or quickly resolve them to the customer’s satisfaction. With DEM, retailers can ensure customers get their orders how and when they expect, taking intelligent action to correct issues along the way and uphold brand promises. DEM best practices from retailers including Grove Collaborative, Uncommon Goods and Neiman Marcus will illustrate how retailers can proactively turn around negative shipping experiences, and often avoid them altogether. Expert commentary from a leading industry analyst will identify key last mile challenges and reveal what retailers can do to address them, resulting in efficient transportation, top line growth, and happier customers."

1. #CCS19
Learn How Top Retailers are Winning
the Last Mile With Delivery
Experience Management
SPONSORED BY:

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Retail Touchpoints: @RTouchPoints
Adam Blair: @adamblair29
Convey: @Get_Convey
Kirsten Newbold-Knipp: @Kirstenpetra
BRP Consulting: @brpconsulting
Jeffrey Neville: @JefNeville

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Panelists MODERATOR:
Adam Blair
Editor
Retail TouchPoints
@Adamblair29
Kirsten Newbold-Knipp
VP, Chief Marketing Officer
Convey
@Get_Convey
@Kirstenpetra
Jeffrey Neville
Senior VP and Practice Lead
BRP Consulting
@BRPConsulting
@JefNeville

7. ©2019 BRP. All rights reserved7
How Top Retailers
Are Winning The
Last Mile
Jeffrey Neville
SVP & Practice Lead,
BRP Consulting

8. ©2019 BRP. All rights reserved8
Comprehensive consulting firm helping
successful retailers solve their business and
technology problems
Our firm
Our people

9. ©2019 BRP. All rights reserved9
Customer Expectations

10. ©2019 BRP. All rights reserved10
68%
of consumers want
the ability to buy
anywhere, ship
anywhere and will
choose a retailer
offering this over one
that doesn’t
Data from BRP’s Consumer Study

11. ©2019 BRP. All rights reserved11
66%
of consumers are
more likely to shop at
a retailer offering
order tracking across
channels over one
that doesn’t offer it
Data from BRP’s Consumer Study

12. ©2019 BRP. All rights reserved12
52%
of consumers would
be more likely to
shop in a store
offering an
automated pick-up
process over one that
doesn’t offer it
Data from BRP’s Consumer Study

13. ©2019 BRP. All rights reserved13
63%
of consumers are
likely to stop
shopping at a retailer
if they have an
unsatisfactory
experience
Data from BRP’s Consumer Study

14. ©2019 BRP. All rights reserved14
Retailer Capabilities

15. ©2019 BRP. All rights reserved15
Retailers are
offering faster
delivery to meet
customers’ needs
• 39% offer same
day delivery
• 20% offer 2-hour
delivery

16. ©2019 BRP. All rights reserved16
Retailers are offering
complex pick-up and
delivery options
• 54% offer the
ability to deliver
via Uber or Lyft
• 30% offer curbside
pick-up
• 3% offer locker
pick-up

17. ©2019 BRP. All rights reserved17
Best Practices for Enhancing
the Last Mile

18. ©2019 BRP. All rights reserved18
Set customer
expectations
before they click
“Buy”
• Outline expedited
delivery offerings and
make requirements
easy to find
• Clearly mark free
returns

19. ©2019 BRP. All rights reserved19
Communicate
tirelessly
• Provide notification at 5
major stages in the
delivery process
1.Order confirmation
2.Item dispatched
3.In transit
4.Out for delivery
5.Successfully delivered

20. ©2019 BRP. All rights reserved20
Deliver your
products in
professional
packaging
• Appropriately sized
• Reflect the brand style
• Branded packing list
enclosed

21. ©2019 BRP. All rights reserved21
Be proactive
• Don’t wait until there are issues
• Use technology to identify and
predict delayed, stalled and lost
shipments
• Proactively communicate to
partners and customers to offer
solutions

22. ©2019 BRP. All rights reserved22
Turn a digital
experience into
an omni-channel
experience
of shoppers who make
in-store returns make
additional purchases
at the store12
70%
12 “UPS Pulse of the Online Shopper”

23. ©2019 BRP. All rights reserved23
Overall Benefits

24. ©2019 BRP. All rights reserved24
The benefits of loyal customers:
less expensive to convert1
more likely to make a
future purchase2
higher average order value3
1 “The Value of Keeping the Right Customers”
2 Repeat Customers are Profitable and we can Prove It!
3 The ROI From Marketing to Existing Online Customers
Returning customers are
better for your business
than new customers –
enhancing the last mile
enhances customer
loyalty

25. © 2019 Convey Inc.
Get Proactive to Make
Delivery a Competitive
Advantage

26. 13.2 Billion
Shipments

27. 11.5%SHIPMENTS
WITH EXCEPTIONS

28. © 2019 Convey Inc.
Ecommerce Has Outgrown Shipping
28
DaystoDeliveryDeliveryOptions
2000 2010 2020 2030...
<1
15+
8
4
1
10
5
2

29. © 2019 Convey Inc.
Fragmented
Processes &
Tools
Inability to
Prioritize at
Scale
Stale,
Incomplete
Shipment Data
Overwhelmed
& Ineffective
29

30. © 2019 Convey Inc. 30
Example: Leaving Delivery To Chance
Order Ship Carrier
Tracking
Page
Delay
WISMO #1
Customer calls
brand
No Info
Package
Damaged
WISMO #2
Customer calls
brand again
No notification
to shipper or
customer
Frustration
Shipper is blamed
Customer
Dissatisfied
NPS drop
Customer churn
Revenue loss
NPS
Brand
Reactive, no visibility | Rising costs, reships & cancels | Customer satisfaction at risk
Damaged
shipment
Delivered late
to customer
Order reship process initiated. Appeasement expected.
Potential order cancellation.
Shipper hopes next order has delivery success.

31. © 2019 Convey Inc. 31
Taking Control of Delivery Experience Means...
See
Find
Understand
Engage
Communicate
Empower
Act
Collaborate
Automate

32. © 2019 Convey Inc.
Customer
Experience
Total
Visibility
● Automated issue discovery
● Collaborative workflows
● Proactive resolution
● Operational efficiency
● Delivery performance
● Customer engagement
● Network maps & alerts
● Custom analytics
Take Action
● Carrier, customer, &
order data in one place
● Live monitoring and alerts
● Flexible APIs
● Branded tracking
● Appointment scheduling
● Intelligent notifications
● Customer feedback
Exception
Recovery
Insights &
Analytics
Delivery Experience Management (DEM)
32
The art of proactively ensuring that your customers get their orders how and when
they expect, taking intelligent action to correct issues along the way and continuously
communicating to uphold brand promises. (DEM)
Delivery
Experience
Management

33. © 2019 Convey Inc.
DEM in Action:
Uncommon Goods
“We can try new things and new carriers and the customer gets a consistent experience—all
branded in one place. We see the delivery date as a promise - we want to deliver that wonderful
handmade item, damage free, to your favorite person, by that important date..”
PROBLEM
Uncommon Goods, a gifting company needed a way to provide consistent,
transparent communication at scale for their “delivery as a storefront” model while
getting proactive to ensure gifts arrived on time
SOLUTION
Uncommon Goods use Convey’s Delivery Experience Management platform for
peak gifting season to communicate delivery expectations and proactively identify at
risk shipments, expediting shipments where needed to meet promises
RESULTS
Fully capable of providing first class delivery experience to every customer and
proactively take action before exceptions impact gifting
12%
SUBSCRIBE FOR
SMS UPDATES
54%
POSITIVE FEEDBACK
THROUGH TRACKING
PAGE
INCREASED ON-TIME
PERFORMANCE

34. © 2019 Convey Inc.
Own the experience that matters with proactive communication and
control to exceed expectations.
Frictionless Customer Experience
Automated notifications helped Uncommon Goods
improve customer satisfaction over 54%.
● Branded, interactive tracking pages
● Automated status updates & exception alerts
● Self-service appointment scheduling
● Customer feedback and CRM integration

35. © 2019 Convey Inc.
DEM in Action:
Grove Collaborative
2x
INCREASE IN
AVERAGE
ORDER VALUE
$63 Saved
PER DAMAGE CLAIM
AND $23 SAVED PER
INCORRECT ADDRESS
9.4%
NPS
IMPROVEMENT
“Our team is ruthlessly efficient in everything that we do, but that efficiency was lacking in our
shipping systems. Convey changed that.” - Jon DeVierno, Head of Customer Happiness
PROBLEM
The Grove Collaborative needed to differentiate themselves by offering first class
customer service through personalized handling of 100Ks of shipments every
month.
SOLUTION
Use Convey to proactively identify and address exceptions for Parcels in transit
to save time and recover customer experience. Allowed half the customer
support team to move to be Product Guides for potential customers.
RESULTS
NPS improvements and measurable impact to customer loyalty and AOV

36. © 2019 Convey Inc.
● Identify exceptions instantly
● Assign ownership
● Collaborate live with carriers
● Track and manage efficiency
Proactive Exception Recovery
Turn exceptions into opportunities to impress with automation, collaborative
workflows, and management dashboards.
Proactive Exception Management helped Grove
Collaborative save $63 per damage and improve
customer satisfaction over 9%.
36

37. © 2019 Convey Inc.
DEM in Action:
Neiman Marcus
“Within 30 days of launching the software Neiman Marcus had reduced its transit time to
customers by 24%”
PROBLEM
Neiman Marcus large item carriers were struggling with on-time percentage due
to customer appointment complexity
SOLUTION
Neiman Marcus launched Convey in July 2017 for large shipments
RESULTS
With Convey’s Delivery Experience Management platform, Neiman-Marcus
provides in-transit visibility to customers and takes action when exceptions or
challenges scheduling appointments arise
24,777
APPOINTMENTS
SET WITH CONVEY
24%
IMPROVEMENT IN
LARGE ITEM
TRANSIT TIME

38. © 2019 Convey Inc.
● Shareable, custom analytics
● Real time network alerts
● Benchmarks from 1.5B shipping events
● 100+ years of supply chain expertise
Insights to Optimize your Network
Connect, understand, and benchmark delivery performance, operations, and customer
sentiment to prioritize and get ahead of major issues.
38
Optimize shipping costs, improve performance, and
increase operational efficiency at scale.

39. © 2019 Convey Inc.
Effective DEM Reduces Costs & Grows Revenue
39
Upside
Brands using Convey to perfect last mile
delivery experiences benefit from higher
retention and revenue opportunities.
Improve CSAT & NPS
Lift Customer Engagement
Increase Lifetime Value
Boost Brand Perception
6x ROI
Avoid WISMO Calls
Reduce Cancels & Reships
Better Delivery Performance
Increase Team Productivity
Brands using Convey to perfect last mile
delivery experiences save up to 4% of
hard costs related to last mile.

40. 150M
SHOPPER EXPERIENCES
MANAGED
120+
BRANDS OWNING THE
CUSTOMER EXPERIENCE
99%
NORTH AMERICAN LAST-MILE
SHIPMENT COVERAGE
100+
CARRIERS COLLABORATING
TO IMPROVE CX
1.5B+
SHIPPING EVENTS
TRACKED
Perfecting Delivery Experience:
Reducing cost and winning customer loyalty
through visibility, insights and action

41. #CCS19
Q&A // Panelists
Kirsten Newbold-Knipp
VP, Chief Marketing Officer
Convey
@Get_Convey
@Kirstenpetra
MODERATOR:
Adam Blair
Editor
Retail TouchPoints
@Adamblair29
Jeffrey Neville
Senior VP and Practice Lead
BRP Consulting
@BRPConsulting
@JefNeville

42. #CCS19

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Catch up on all of the #CCS19 series here:
http://webinars.retailtouchpoints.com/connected-consumer-series/2019/