Page 40 - Cross-Border Magazine Nr.3

VALUE ADDED

SERVICES:

THE

EVOLUTION

“LOGISTICS ARE A VERY OF THIRD

CRUCIAL INGREDIENT TO

E-COMMERCE SUCCESS” PARTY

LOGISTICS

Text: Janine Nöthlichs // Photos: Bleckmann

Napoleon once said: ‘The amateurs discuss tactics: the professionals discuss logistics’. Whereas
the context might have been different, we agree that logistics are a very crucial ingredient to

e-commerce success and should be part of the marketing mix. As customer preferences have
become more elevated and more complex, third party logistic providers need to step up their
game. Next to the often-discussed topics of delivery speed, shipping fees and choice of delivery
options as drivers of conversion and loyalty, factors such as personalisation and adding value to
the order during the fulfilment process are useful tools to improve the customer satisfaction.
As well as labelling and returns, logistics providers go as far as offering to engrave accessories,
steaming textiles and spraying luxury items with a certain scent or adding individual gift

wrapping at their logistic hubs before forwarding the orders.

40 41