Selin Kapan-Green

Special Guest Blog Post written by Sofia Rivas Herrera   One of my greatest joys is travelling around the world; learning about other cultures, ways of living and traditions. I often say that “everything is supply chain”, and this topic is no exception. When we plan a trip, we first start by defining origin and destination followed by when we want to travel and how. Then we evaluate how much we want/can spend and identify our non-negotiables, which start reducing the horizon of combinations and options we have. Does this sound familiar? In my mind this is very similar to processes within planning, procurement, network optimization and supply chain strategy. Here are 5 questions travel-related that I loved to be asked to help prove my point of this connection with supply chain:   What is the best way to plan a trip?   Planning a trip is no different than planning a new distribution model or redesigning your network. This process can look a bit like this: Define your route; origin and destination Identify your constraints: budget, time available, level of convenience and comfort, Run your optimization scenarios From there, you identify available lanes, available modes of transport, and available…

The ecommerce industry has been steadily growing over the last few years, accelerated by the Coronavirus pandemic which led to a surge in demand for online products and services. This is great news for online retailers; however, as we know, competition online is fierce. Retailers who aren’t offering an exceptional customer experience risk losing their business to a competitor. A key part of a great customer experience is delivery and returns, and customer expectations in this area are high. 60% of consumers will buy again from a retailer if they were satisfied with the delivery. Returns are equally important and 78% of consumers consider the quality of a returns service when choosing where to shop. Customers know what they want, and they will choose stores based on where they will get the best experience. However, not all customers are the same. Offering a personalised e-commerce experience that meets customer expectations is vital in the right to acquire and retain today’s digital customer where customer loyalty is only as good as the last shopping experience. The Custom Approach to Delivery and Returns When it comes to delivery, retailers who think a “one size fits all” approach will work underestimate the needs…