Excellence  Through    

Fulfillment  

Customer  demands  are  constantly  changing.  

 3%    Of  customers  will  make  a  new  purchase  

5%  Of  customers  will  return  to  your  website  

Source:  Bronto  

So  what  can  you  do  to  keep  your  most  valuable  customers  

coming  back?  

5  Trends  in    Modern  Fulfillment  

1.  Speedy  Delivery    2.  AutomaEon    3.  Free  Shipping  –  Shipping  Included    4.  Flexible  Delivery  OpEons    5.  End-­‐to-­‐End  Commerce      

1 Speedy  Delivery  

Boy,  Amazon  and  Zappos  are  really  messing  things  

up  for  all  of  us!  

50%    OF  CONSUMERS  

ABANDONED    a  cart  due  to  lengthy  

delivery  <mes  or  when  no  delivery  date  was  provided    

Source:  comScore,  UPS  2013  survey  

The  Pressure’s  On!  

Actual  Delivery  Time                              Site  Listed  

Zappos.com   2.0  Days   4-­‐5  Days  

Newegg.com   2.3  Days   4-­‐7  Days  

HPShopping.com   2.5  Days   5-­‐7  Days  

Amazon.com   2.7  Days   3-­‐5  Days  

Sonystyle.com   2.8  Days   5-­‐7  Days  

California  wineries  are  opera<ng  at  a  disadvantage!  

58%  of  your  customers  are  more  than  4  business  days  away.  

Tuesday  

Ordered  online  from  your  winery  

Wednesday  

Order  ships  from  California  

Friday  

What’s  a  winery  to  do?  

Move  product  closer  to  your  customers.  

Tuesday  

Ordered  online  from  your  winery  

Wednesday  

Shipped  from  conveniently  located  fulfillment  center    

Friday  

You  made  her  day.    Now  she’s  a  customer  for  life.  

2      Automa<on!  

 

Paperless  Warehouse    

RF  (Barcode  Scanning)    

Voice  Picking    

3      Free  Shipping  Shipping  Included    

3  

Source:  Internet  Retailer  December  2013  

In  December  of  2013,  62.5%  of  the  top  1,000  

retailers  offered  Free  Shipping  

(either  on  all  orders  or  with  a  minimum  purchase)  

76%  of  consumers  say  a  free  shipping  op<on  at  checkout  is  important  76%  

Of  customers  say  a  free  shipping  op=on  at  checkout  is  important.  

54%  Say  they’ve  abandoned  an  online  purchase  because  shipping  fees  made  the  total  purchase  too  expensive  

Source:  UPS/comScore  2013  Survey  

Adding  items  to  their  cart!  

93%  OF  SHOPPERS  TAKE  ACTION  to  qualify  for  free  shipping.  

And  what’s  the  leading  ac<on  taken?  

Amazon  Prime  is  one  of  the  most  successful  “shipping  included”  programs  out  there.  

         

A  “shipping  included”  program  for  the  wine  industry  

     Flexible  Delivery  Op<ons    

4

     End-­‐to-­‐End  Commerce    

5

In  order  to  keep  up,  wineries  need  to  invest  in  technology  that  drives  revenue,  supports  mulFple  sales  channels,  and  creates  operaFng  efficiencies  that  keep  costs  down  

When  you’re  moving  product  through  ecommerce,  your  tas<ng  room,  

telephone  sales,  and  compliance,  the  connec<ons  are  cri<cal  

Turning  your  data  sets  into  a  connected,  customer-­‐focused  and  seamless  brand  experience  is  one  

of  the  most  important  investments  you  can  make  

When  your  technology  systems  talk  to  each  other  by  connec<ng  your  tas<ng  room  sales  to  wine  

club  and  online  buying  preferences,  you  can  maintain  a  

very  high  level  of  service  

Thank  You!