Analytics: The Glue that Binds the eCommerce Lifecycle

Posted 6 days, 6 hours ago @ Newgistics

Analytics are an important part of knowing and understanding your customers. By gaining a better understanding of your customers, you know their wants and needs, and can ultimately offer them the right products or service at the right time, and at the right price. That’s when everyone wins – customers are happy because you made shopping easy, and you win because your customer remained loyal instead of clicking through to some other eCommerce site.

In order to deliver an exceptional experience from device to doorstep, analytics need to play a key role in tying everything together. Customer data is created at every step of the ecommerce lifecycle, starting from when they search for a product, through their click stream on your site, all the way to delivery and in some cases even returns. It’s a lot of data, but data is not enough. That data needs to be analyzed in order to make it useful, and to ultimately improve the shopping experience for your customers.

hybris, which provides key technology for Newgistics’ end-to-end platform, extended its analytics functionality this week by announcing pre-integration with Google Analytics.  Users of its platform can now access Google Analytics on hybris Extend, an online integration marketplace that offers customers access to best-of-breed applications, extensions and network services developed by hybris partners, all of which are optimized to work with the hybris Commerce Suite.

Consumers don’t live in silos. They don’t separate the different steps of an ecommerce shopping experience, and in order to understand customers better, retailers shouldn’t either. An end-to-end platform, with analytics that ties it all together, is the only way to truly view a customer’s experience the same way they do.

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Fluid and Newgistics Announce Partnership at 2015 Internet Retailer Conference & Exhibition

June 4th, 2015 @ Newgistics
Digital Design Agency Fluid, Inc. Partners with End-to-End Commerce Company Newgistics to Provide Best in Class Design, User Experience and Digital Technology Services

SAN FRANCISCO, Calif. and AUSTIN, Texas – June 4, 2015 –Fluid, Inc., the award-winning digital commerce agency and software solutions provider known for creating transformative, cutting-edge user experiences for top retail brands and Newgistics, Inc., a leading provider of end-to-end commerce solutions for top retailers and brands, today announced a partnership to provide online retailers with best in class design, user experience and digital technology services.

The partnership will allow Fluid, Inc. to provide the front-end design, user experience and strategy for retailers while Newgistics provides development and integration across complex ecosystems for on-target digital commerce executions.  Newgistics offers a true end-to-end solution that addresses the entire eCommerce lifecycle from online shopping through fulfillment, shipping and returns.  Newgistics’ eCommerce business unit, Tacit Knowledge, is leading the way in building and enhancing that platform, and will integrate Fluid, Inc.’s cutting-edge user experience designs for joint customers.

“Newgistics helps retail brands grow with seamless, omni-channel commerce solutions,” said Kent Deverell, CEO of Fluid, Inc. “From digital commerce development, integration, and support to physical operations they’re experts in delivering great shopping experiences. They’re able to solve technical challenges that can get in the way of a seamless customer experience and we’re excited to partner with their team on this new venture to deliver outstanding experiences for retailers.”

“Omni-channel commerce is still in its infancy, yet consumers have already come to expect it. At Newgistics we’re helping to bridge the digital and physical worlds so retailers can better meet customer demands, and our partnership with Fluid further reinforces that mission,” said Trenton Brown, COO of Tacit Knowledge, a Newgistics company. “We’re very excited about our partnership with Fluid – they are a best-of-breed agency whose digital designs can bring retailers closer to consumers to better convey a compelling brand experience and transform the way people shop online.”

The collaboration between Fluid, Inc. and Newgistics will meet an increase in demand for seamless UX and integration across mobile, social, international, and niche-to-high capacity retail.

About Fluid, Inc.:

Fluid creates engaging customer experiences that drive conversion, satisfaction and brand loyalty. These results are delivered through Fluid’s integrated suite of software solutions that help power innovative customer experiences around product discovery, customization and personalization. Founded in 1999 and with offices in San Francisco, Minneapolis, and New York, Fluid’s customers range from mass-market retailers to luxury goods manufacturers, and include top brands such as: The North Face, Chicos, Brooks Brothers, Elie Tahari, Harmon Kardon, Reebok, Vans, LL Bean, Diapers.com and HSN. For more information, visit www.fluid.com, and follow us on Twitter @Fluid or Facebook Fluid, Inc.

About Newgistics, Inc.

Since 1999, Newgistics has provided leading merchants with innovative commerce technology and logistics solutions that use digital experiences to build deep and meaningful connections with consumers to accelerate growth.  We help retail brands grow with seamless, omni-channel commerce solutions.  From digital commerce development, integration, and support to physical operations all the way to your customer’s doorstep, we help you outpace the competition like no other service provider.  For more information, please visit http://www.newgistics.com.

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Newgistics’ Tacit Knowledge among First hybris Partners in SMB Program

June 3rd, 2015 @ Newgistics

hybris Includes Trusted Partner to Offer Strategic Integrations and Added Functionality with the Flexibility of Subscription Pricing and Quick Deployment

AUSTIN, Texas – June 3, 2015 – Tacit Knowledge, a Newgistics company and the digital commerce consultancy that delivers Silicon Valley innovation to retailers around the world, today announced that it is one of the first companies named to the hybris SMB Partner Program for hybris Commerce. As an experienced hybris partner that has been recognized for excellence in building and optimizing premier omni-channel commerce websites using the hybris platform, Tacit was chosen as one of the program’s inaugural launch partners.

Launched today at the Internet Retailer Conference and Exhibition in Chicago, the hybris SMB Partner Program is focused on providing quick time to market and a low cost of ownership for midmarket retailers looking to leverage the power of hybris. As an SMB program partner, Tacit offers pre-packaged integrations and features on the hybris Commerce Accelerator along with the ability to host the solution.  Software licensing can be subscription based, allowing potential customers the ultimate advantage to pay as they grow.

“The hybris SMB Partner Program allows us to offer customers a complete end-to-end solution featuring high-touch fulfillment, shipping, and returns management,” said Trenton Brown, chief operating officer of Tacit Knowledge.  “Additionally, our customers benefit from the financial flexibility of paying monthly or based on customized payment plans.”

Tacit Knowledge has a history of offering customized solutions and pre-packaged integration for the hybris platform. This includes integration of Newgistics’ true end-to-end solution that addresses the entire e-commerce lifecycle from online sales through fulfillment, delivery and returns on a single platform. As Newgistics’ e-commerce business unit, Tacit is leading the way in building and enhancing the Newgistics platform, with hybris technology at its core.

“We know that Tacit Knowledge is committed to quality and we’ve received very positive feedback from our joint customers. It was a natural choice to make Tacit one of the inaugural launch partners of the SMB Partner Program,” said Patrick Finn, senior vice president, Global Channel & Partnerships, hybris and SAP Customer Engagement and Commerce.  “With the capability of offering customized deployments through an OnDemand model with flexible pricing, trusted partners like Tacit will help us reach even more of the e-commerce market to help retailers meet strategic goals and accelerate growth.”

About Tacit Knowledge

Tacit Knowledge, a Newgistics Company, is the digital commerce consultancy that delivers Silicon Valley innovation to retailers around the world. Founded in 2002 by a group of software engineers, Tacit implements packaged applications, provides application support, web development, integration and content management,  and also builds custom software for globally recognized multichannel organizations, including some of Internet Retailer’s Top 25. The company is headquartered in San Francisco and has offices in London, New York, Sydney, Mexico and Moldova. For more information, please visit http://www.tacitknowledge.com.

About Newgistics, Inc.

Since 1999, Newgistics has provided leading merchants with innovative commerce technology and logistics solutions that use digital experiences to build deep and meaningful connections with consumers to accelerate growth.  We help retail brands grow with seamless, omni-channel commerce solutions.  From digital commerce development, integration, and support to physical operations all the way to your customer’s doorstep, we help you outpace the competition like no other service provider.  For more information, please visit http://www.newgistics.com.

About hybris

hybris software, an SAP company, provides omni-channel customer engagement and commerce solutions that allow organizations to build up a contextual understanding of their customers in real-time, deliver a more impactful, relevant customer experience and sell more goods, services and digital content across every touch point, channel and device. Through its state-of-the-art customer data management, context driven marketing tools and unified commerce processes, hybris has helped some of the world’s leading organizations including 3M, ASICS, Bridgestone, EE, Galeries Lafayette, Johnson & Johnson, Levi Strauss & Co, Nestlé, Nespresso, Nikon, Rexel, Samsung Electronics, Ted Baker, Tommy Bahama and W.W. Grainger, to attract, retain, and grow a profitable customer base. hybris Commerce Suite, hybris Marketing and hybris Billing sit right at the heart of SAP’s customer engagement and commerce (CEC) suite of solutions, alongside SAP® Cloud for SalesSAP Cloud for Service and SAP CRM. These provide organizations with the foundation, framework and business tools to create a holistic customer view across channels, simplify customer engagement and solve complex business problems. For more information, visit www.hybris.com.

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IRCE: See you in Chicago

May 29th, 2015 @ Newgistics

Internet Retailer Conference & Exhibition (IRCE) kicks off this Tuesday, June 2 and we’re headed to Chicago for the show. Attracting retail trailblazers across industries, attendance is expected to reach 10,000 this year. As we gear up for another quality event, here are some of the sessions and events we’re most excited about attending:

Keynote Address: Retail Revolution: How Digital is Transforming Target and Fueling the Future of Shopping

When looking at e-commerce trends to be prepared for, mobile always seems to top the list. In the next three years, mobile commerce is expected to top a whopping $638 billion – the world’s entire e-commerce spent just a year ago. Needless to say we’re looking forward to attending Jason Goldberger’s keynote on mobile, retails apps and all things digital. As president of Target.com and mobile for Target Corp., Goldberger will share his lessons learned along the retailer’s digital transformation journey and where he sees e-commerce heading.

A Decision Tree for Going Global

With our continued expansion into global offerings, the team is excited to check out this session led by Maile Lesica, director of global partnerships at Gilt, and Katie Evans, mobile editor at Internet Retailer. Lesica and Evans will take us through a decision tree, mapping out each step of the way a business should stretch to new international markets – in a way that makes sense for their particular business.

Taming Multi-Screen Mayhem: How to Prioritize, Interpret and Act on Shopper Insights

One inevitable byproduct of omni-channel is the exponentially increasing volume and complexity of information coming from consumers multiple digital devices, plus online and in-story activity. Gleaning insights from all this information is no easy task. This presentation by representatives from Rue La La and Signal lays the groundwork for prioritizing, interpreting and acting on customer insights.

David vs. Goliath: Technology for Leveling the Playing Field for Small to Mid-Sized Retailers

As a company that’s always been devoted to offering small to mid-sized companies affordable technology to fit their specific needs, this session led by executives at Southtree and Delegator is of particular interest. There are so many options nowadays that help small retailers go up against larger competitors.

Don’t forget to come visit us at booth #1021, where we’ll be showcasing our custom solutions including our end-to-end e-commerce solution – which address the entire e-commerce lifecycle, from site design through order fulfillment, delivery and returns. Hope to see you in the Windy City!

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The Delivery Debate: Do All Consumers Really Need Same-Day Shipping?

May 27th, 2015 @ Newgistics

At the recent Operations Summit in Louisville, KY there was an interesting panel that discussed gauging the demand for same-day/next-day delivery. The panel brought up a compelling question: At a time when so many major retailers are relentlessly pushing immediacy, do all consumers really need same-day service?

Instant gratification is not always a top-priority for every shopper and each business has to look at the needs of their specific customers. For some companies, their customer base would much rather have free or reduced-cost shipping than same-day delivery. It all comes down to what a company is selling and who they’re selling it to. If a customer base values money over time, focusing on free or reduced shipping is much more valuable to a company’s bottom line as it can drive volume, increase customer acquisition and improve customer lifetime value. It’s no surprise that many consumers would choose a smaller bill over receiving their order faster at a higher cost.

There is definitely a market for next, or even same day delivery, but not every company has to cave to the pressure of offering it. For many companies, working to find the right balance of delivery time versus cost is what will really impact their bottom line. For companies in this position, exploring strategies like fulfillment automation and ship-from-store can help increase efficiencies while getting orders to customers faster.

The bottom line: While there’s consumer demand for same-day delivery, it really depends on the product and the target market. Many consumers would actually prioritize other things, like keeping the money in their wallets, and retailers need to take their target customers into consideration when weighing delivery options. Sometimes a company’s target consumers may break across the spectrum to include people that need instant gratification and those that prefer value. Diversifying carriers is one way to meet all different customer needs and expectations on delivery time versus cost. The most important thing is listening to your customers. If you understand their delivery needs, there are ways to meet them.

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A Look Back at the 2015 Operations Summit

May 7th, 2015 @ Newgistics

As a sponsor of this year’s Operations Summit in Louisville, Kentucky, we joined others in the industry to discuss key trends around direct-to-consumer and omni-channel operations and fulfillment. Newgistics’ vice president of sales and business development, Patrick Allard, joined Douglas Smith, vice president of direct-to-consumer operations at Shepler’s Western Store and representatives from Ralph Lauren, American Eagle Outfitters and Swanson Health for a session titled “The Business Benefits of Creating a Great Returns Experience.” Moderated by Multichannel Merchant’s Ellen Shannon, the spirited discussion centered on raising the bar for returns – viewing it as an opportunity to enhance your brand, entice customers and drive sales.

One of the most important discussions at the event featured representatives from Gilt, QVC, Gardner’s Supply, Fairytale Brownies and Belk, who came together for the keynote panel. The panel shared the challenges they faced this past year balancing growing customer demands with rising costs. Panelists discussed growing demands around quick shopping time, lower pricing for merchandise and shipping, and better communication and choices throughout the order fulfillment process – and the perpetual pursuit of innovative solutions to meet those demands.

Some of the most popular sessions and roundtables covered the various elements of a top-notch omnichannel customer experience. Several omnichannel leaders shared their experiences with omnichannel customer experience management and all agreed on the need to take omnichannel slow. As Kevin Gardiner of Macy’s suggested, the enormous complexities of omnichannel call for a “crawl, walk and run approach.”

We enjoyed sponsoring and attending this cutting-edge event, which offered a deep-dive into all things operations and fulfillment. We look forward to next year!

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Newgistics Joins Leading Retailers for a Panel on the Benefits of a Great Returns Experience at Operations Summit on April 15

April 15th, 2015 @ Newgistics

Panel Will Address the Opportunity that Efficient Returns Present in an Increasingly Omni-Channel World

AUSTIN, Texas – April 15, 2015 – Newgistics, a leading provider of end-to-end e-commerce solutions for top retailers and brands, today announced that it will participate in a panel discussion on e-commerce returns at the 2015 Operations Summit, being held April 14-16 in Louisville, Kentucky. During this session, Newgistics’ vice president of sales and business development, Patrick Allard, will join representatives from Ralph Lauren, American Eagle Outfitters, Swanson Health Products and Shepler’s Western Store to discuss how a returns experience that puts customers first can be a key driver of loyalty.

The panel, titled “The Business Benefits of Creating a Great Returns Experience,” will be held on Wednesday, April 15 at 3:35 p.m. and will be moderated by Multichannel Merchant’s chief content director & publisher, Ellen Shannon. Attendees of the session will learn how to raise the bar for returns by approaching them with a customer-centric view. They’ll learn how returns can be viewed as an opportunity to enhance their brand, entice customers and drive sales.

Multichannel Merchant’s Operations Summit is a two-day event that provides retail professionals with strategies and tactics that address every area of direct-to-consumer and omni-channel operations and fulfillment. Educational sessions cover key trends, how-tos and lessons learned in technology, warehousing, contact center, order management, pick & pack, shipping, returns/reverse logistics, inventory management, supply chain, global and more.

In addition to participating in the session on returns, Newgistics will be available throughout the event to discuss and demonstrate its end-to-end e-commerce solutions at booth #213 on the Operations Summit exhibit floor.

More information on the event, the conference schedule and the panel on great returns experiences can be found at http://www.operationssummit.com.

About Newgistics, Inc.

Newgistics, a leading provider of parcel delivery and returns management for top retailers and brands, combines logistics and leading omni-channel commerce technology into a complete e-commerce solution. Integrating every step in the order life cycle, our end-to-end e-commerce solution includes: web design, implementation, integration, web hosting and support, order fulfillment, parcel delivery and returns. Our e-commerce platform is powered by hybris and we have partnered with Manhattan Associates to bring its leading order management solution to our customers. Since 1999, Newgistics has provided top merchants with innovative technology-driven solutions that improve the customer experience and accelerate growth—from customer acquisition through fulfillment, delivery and returns. To find out more, visit http://www.newgistics.com.

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Diversifying Your Shipping Strategy

April 10th, 2015 @ Newgistics

In Internet Retailer’s April cover story “Diversifying delivery,” editors Paul Demery and Allison Enright explore the world of e-commerce delivery. Given Newgistics’ long history and unique approach to parcel delivery, this is a world we know well and we were glad to see a top trade publication give the issues happening within this space – such as recent rate increases and the shift to dimensional weight pricing (DIMS) – the attention they deserve.

The article centers largely on how these changes are affecting Web and multi-channel merchants, calling out the pain points that are leading these companies to rethink their shipping strategies. As CleanBoutique.com’s co-founder, Amin Harari, is quoted as saying, the national carriers “almost purposely make their rate grids and contracts difficult to understand… Every day there’s a new fee or excuse to upcharge you.”

The article includes a prime example of how much the shift to DIMS pricing can affected a retailer. The changes have nearly doubled shipping prices on one of BabyAge.com’s most popular products – a pregnancy pillow – from its actual 10-pound weight to its new DIMS weight of 18 pounds, based solely on the size of the package.

Chris Halkyard, chief supply chain officer and general manager of distribution services for Gilt Groupe was also interviewed. He discusses how the challenges of the 2013 holiday season left him looking for cheaper shipping options, as well as a way to not have all of Gilt’s eggs in one proverbial basket.

These retailers understood that there had to be a better way.

For some retailers, this means turning to alternatives to the national carriers. Gilt, for example, recently shifted nearly all of its ground shipping business – roughly 20,000 packages a day – to Newgistics. Now, these packages are carried through our ground network and are handed off to the U.S. Postal Service for final delivery. The savings associated with this switch allows Gilt to offer more free shipping promotions and better discounts, a choice Halkyard sees improving Gilt’s customer lifetime value (LTV). Harari and CleanBoutique.com have diversified their shipments as well, sending about half of them through Newgistics now.

You can learn more about what’s driving the changes among carriers and how e-retailers are responding in this month’s cover story Diversifying Delivery, as well as the online article “Gilt diversifies its shipping strategy.”

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Newgistics Leads Panel on the Strategic Importance of E-Commerce Returns at 2015 Home Delivery World Conference on April 8

April 8th, 2015 @ Newgistics

Leading Retailers and Delivery Experts Discuss How E-Commerce Returns Can Be an Opportunity to Elevate a Brand, Delight Customers and Drive More Sales

AUSTIN, Texas – April 8, 2015 – Newgistics, a leading provider of end-to-end e-commerce solutions for top retailers and brands, today announced that it will lead a panel discussion on e-commerce returns at the Home Delivery World conference being held April 8-9 in Atlanta, GA. During this session, representatives from QVC, Deckers Brands and the US Postal Service will join Newgistics’ vice president of sales and business development, Kevin Collins, to discuss methods for using returns as an opportunity to elevate a brand, delight customers and drive more sales.

The panel, titled “The Strategic Importance of Delightful Returns,” will be held on Wednesday, April 8 at 2:55 p.m. Attendees of the session will learn how to think more strategically about returns and ensure that they’re an integrated part of the overall customer experience. They’ll learn how to gauge the right tone and frequency of customer communications to create loyalty and discover how returns should adapt to an increasingly omni-channel world.

The two–day Home Delivery World conference, held at the Atlanta Convention Center is where big box and mid-size retailers, etailers, brands, grocers, and their solution providers gather to showcase services and stay abreast of the latest trends in retail. The event draws more than 70 service providers and 2,000 attendees from the delivery, e-commerce, and parcel pickup space to discuss innovations and strategies in Home Delivery, Etail and Click & Collect.

In addition to moderating the session on returns, Newgistics will also be available throughout the event to discuss and demonstrate its end-to-end e-commerce solutions at booth #315 on the Home Delivery World exhibit floor.

More information on the event, the conference schedule and the panel being moderated by Newgistics can be found at http://www.terrapinn.com/conference/home-delivery-world/agenda.stm.

About Newgistics, Inc.

Newgistics, a leading provider of parcel delivery and returns management for top retailers and brands, combines logistics and leading omni-channel commerce technology into a complete e-commerce solution. Integrating every step in the order life cycle, our end-to-end e-commerce solution includes: web design, implementation, integration, web hosting and support, order fulfillment, parcel delivery and returns. Our e-commerce platform is powered by hybris and we have partnered with Manhattan Associates to bring its leading order management solution to our customers. Since 1999, Newgistics has provided top merchants with innovative technology-driven solutions that improve the customer experience and accelerate growth—from customer acquisition through fulfillment, delivery and returns. To find out more, visit http://www.newgistics.com.

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Springing into April with Internet Retailer, Home Delivery World and Operations Summit

April 3rd, 2015 @ Newgistics

We’re gearing up for an exciting April that kicked-off this week with an Internet Retailer cover story featuring insights from Newgistics and its customers on “Diversifying Delivery” (stay tuned for another blog on that). We’ll also be doing some traveling over the next few weeks to a couple of the year’s key events for e-commerce shipping and returns.

First up is the Home Delivery World conference, taking place April 8-9 in Atlanta, Georgia. We’ll be exhibiting at the show, so if you’re there, stop by Booth #315 to say hi and learn about our vision for end-to-end e-commerce. Also, don’t miss the session being moderated by Newgistics VP, Kevin Collins, on “The Strategic Importance of Delightful Returns.” Kevin will be joined by representatives from QVC, Deckers Brands and the US Postal Service to discuss ways returns can be used to elevate a brand, delight customers and drive more sales.

A week later, we’ll be in Louisville, Kentucky to exhibit and speak at the Operations Summit. At this event, we’re participating in a stacked panel alongside representatives from American Eagle Outfitters, Ralph Lauren and Sheplers. Multichannel Merchant’s chief content director & publisher, Ellen Shannon, will be moderating the session and Newgistics VP Patrick Allard will be sharing our insight and point of view. The session, titled “The Business Benefits of Creating a Great Returns Experience” will include an informative discussion about using returns as a profit center and a key driver of customer loyalty, versus a hassle and an afterthought.  Before and after the conference sessions, we’ll be on the exhibit floor in Booth #213, so don’t be shy!

To recap:

Home Delivery World
April 8-9, 2015
Atlanta, GA
Booth #315
“The Strategic Importance of Delightful Returns” – Wednesday, April 8 at 2:55 p.m.

Operation Summit
April 14-16
Louisville, KY
Booth #213
“The Business Benefits of Creating a Great Returns Experience” – Wednesday, April 15 at 3:35 p.m.

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