What are the best practices for aligning your DC operations with customer expectations?

To align your DC operations with customer expectations, focus on efficient order fulfillment, timely deliveries, clear communication, and transparent tracking. Streamline processes, prioritize customer satisfaction, and regularly gather feedback to adapt and improve. By consistently meeting or exceeding expectations, you'll build trust and loyalty, ensuring long-term success.

Primero segmentamos a nuestros clientes según sus caracteristicas, necesidades y preferencias. Esto nos permite identificar patrones y tendencias en su comportamiento de compra y entrega. Luego, personalizamos nuestros servicios del centro de distribucion para satisfacer las necesidades específicas de cada segmento de clientes. Esto incluye ofrecer opciones de entrega flexibles, tiempos de entrega precisos y comunicación transparente en cada paso del proceso.

At a recent conference, focussing on ecomm I heard that if you have around 5 delivery options at varying price points then the basket abandonment hugely reduces. e.g. Next day, 3-5 days, selected day etc. Having these various segments allows you to wave orders in order of priority and if you have additional capacity for next day delivery then upgrading your customers can have a big effect on repeat orders and customer retention. Repeat orders only improves your CLTV!

Integrarar los sistemas de gestión de inventario, transporte y logística con los sistemas de venta y servicio al cliente. Esto permite una visibilidad en tiempo real de la cadena de suministro y permite una respuesta rápida a las necesidades del cliente. La integración de sistemas incluye la implementación de tecnologías como ERP, WMS, TMS y CRM, que facilitan la comunicación y el intercambio de información entre departamentos y con los clientes. Esto optimiza la eficiencia, reduce errores y mejora la satisfacción del cliente.

I was at a warehouse recently where they used data to reward warehouse workers for efficiency. They worked out that an average picker can fulfil 100 lines per hour so your target was say 700-800 lines per shift. If you completed that early then you could choose between finishing your shift early or get paid overtime based on the number of additional lines picked. What happened was that the highly efficient pickers were paid a higher hourly rate than the average. This drove up standards overall but the company didn't increase the target. There was then a bonus for pick accuracy at the end of each month if you picked over 99.5% correctly. Great system and really empowered the warehouse staff.

The aim of the game is to give customers the best possible service so if you can guarantee on-time delivery and picking accuracy then that is a great start. Innovations in personalisation can be real winners, adding hand written notes for milestones for a customer ordering for the 5th/10th time cold build brand loyalty. Having 5+ delivery methods including next day, 3-5 days and click and collect are really important, this allows flexibility for customers. Small changes can make a big difference to your CLTV!