Ecommerce Supply Chain Playbook

Plays for each important initiative that makes up the modern ecommerce operations stack.

How to Design an End-to-End Customer Delivery Experience

Updated December 4, 2020

Who is this for?

Read this if you want to improve both the pre- and post-purchase aspects of your customer buying experience in a way that keeps customers happy while reducing your costs.

Summary

Most companies wait too long to design and optimize the customer delivery experience—the moment a customer clicks “Buy” to when the package arrives at their doorstep. Everything in between is an integrated and intertwined process that can make-or-break both your topline (through repeat purchases and customer loyalty) as well as your bottomline (through improved cost savings). The article will explain how to connect leverage your company has from operations with frontend tools, like your store or customer communication tools, in a way that makes customers happy while reducing your costs. You will learn the correct process, or sequence of events, to implement in order to provide an industry-best fulfillment experience.

What is the Ecommerce Supply Chain Playbook?

Certain situations call for a unique set of processes and tasks—or "plays"—to get the job done. We collected the best approaches to common ecommerce supply chain situations and codified them into a playbook for operations professionals. Each play pulls from industry best practices as well as intimate lessons learned during our time building the supply chains that power Amazon Prime and Zulily.

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Be notified of new plays as they publish. Subscribers will get emails delivered to their inbox once a new entry is published, and nothing more.

Upcoming plays

  • Connecting a Delivery Promise to Carrier Selection
  • Adding a Free Shipping Program
  • Managing Splits Across Multiple FCs