The Future of Fulfillment
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Transcript of The Future of Fulfillment
2
We Have Entered the Age of the Customer
1900-1960’s
The Age of Manufacturing
1960-1990’s
The Age of Distribution
1990-2010’s
The Age of Information
2010 - ?
The Age of Customer
Customers Expect Accuracy
7
Order is on
time,
accurate,
and matches
the
description
Doesn’t match
product description
Inaccurate Order
Missed Delivery
Not in Stock
Customers Expect Omni-Channel Integration
9
Same experience,
processes, policies
Call
Center
Brick
& Mortar Catalog Tablet
Mobile
App Kiosk SMS Social
Order or Purchase
from anywhere
Credit
Card
Stored
Returns Promotions Inventory
Availability Personal Custom Accurate
Free
Shipping
Should be the same no
matter what channel used:
• Credit card stored
• Returns
• Promotions
• Inventory
Orders should be:
• Personalized
• Customized
• Shipped Overnight
• Accurate
• Matches Product
Description
• Hassle free returns
11
Your company has the WORST customer service EVER!! :O
Now Thanks To Social Media…
Customers “Call” The Shots.
Getting It “Right” Every Time.
13
Customer
Right
Time
Right
Message
Right
Channel
Right
Customer Advocacy
Right
Order
CURRENT CUSTOMER & PROSPECT DATABASE
Use Analytics to Learn Which Customers Need Your Attention & Why?
Personalize Communications
Throughout The Journey
17
Day 1 Day 5 Day 10 Day 15
Phone Email Mail
Personalized Video
Mail + Personalized Video
Phone Mail Email
Leisure
Business
Family
Capture Preferred Communication Channel
21
Capture and build into
predictive model for
future communications.
Augmented Reality For Print
23
Have the ability to aim
phone at the picture on
catalog and purchasing
directly on smart device
Thank You
30
Interested in fulfillment solutions? https://www.dialog-direct.com/solutions/fulfillment/