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

Posted 2 weeks, 5 days ago @ 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

Posted 3 weeks, 3 days ago @ 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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Failing to Optimize for DIM Weight Pricing Could Cost You $550 Million More Per Year

Posted 3 weeks, 4 days ago @ Newgistics

Since January, FedEx, UPS and others in the shipping world have broadened their use of dimensional (DIM) weight pricing, eliminating the exemption for packages measuring less than three cubic feet and making DIMs the standard pricing model for most shipments.

DIM pricing is determined by a formula that factors the size as well as the weight of a shipment, in most cases amounting to a price hike without any changes to the service being delivered. As calculated by The Savvy Shipper, a woman’s shoulder bag with the dimensions 19x15x5 which has an actual weight of two pounds would have a DIM weight of nine pounds, increasing the shipping price by 28.3%. A video game controller with the dimensions 12x8x8 with an actual weight of one pound would have a DIM weight of five pounds, increasing the shipping price by 29.7%.

According to a new report from Sealed Air, DIM pricing “could have major financial implications for unprepared manufacturers and retailers.” Companies that don’t optimize their packaging to account for DIM weight pricing could be paying up to $550 million more per year in shipping costs.

The good news is, there are ways to offset these costs. Here are some things to consider when reevaluating your operations to account for the changes brought on by DIM pricing:

  • Don’t put all your eggs in one basket. Consider diversifying shipments and/or returns with a provider that does not charge for dimensional weight to offset the costs associated with a national carrier.
  • Educate your team so they’re aware of this price change and train them on ways to minimize the impact (box selection, packing techniques, etc.).
  • Require transparency in billing from your carrier to avoid costly mistakes.
  • Look for additional ways to offset additional shipping costs. Consider reconfiguring shipping lanes for greater efficiency, or explore ways that returns can become a profit center with tactful marketing.

As you take this new reality in stride and readjust to this new normal, considering strategies such as these will ensure you maintain the competitive edge.

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How Inventory Control & Accuracy Affects Customer Satisfaction

March 31st, 2015 @ Newgistics
A new survey from supply chain software company JDA Software found that improving inventory control and accuracy is a top priority for companies this year. When asked about the top three ways to improve distribution and warehouse operations, 40 percent of respondents cited inventory control and accuracy,followed by labor productivity (37 percent) and improving customer service (32 percent).  The survey, “Vision2015: Supply Chain Market Study,” also revealed that customer satisfaction is also a top challenge when it comes to distribution and logistics, with 30 percent of respondents identifying it as their main challenge in this area.

We agree that inventory control and accuracy is incredibly important, especially when it comes to customer satisfaction. We’d even argue that the two are linked– without visibility into and control over your inventory, you’re guaranteed to leave customers feeling disappointed.

There are two main inventory themes that we see in our line of work – the first of which relates directly relate to customer satisfaction. First, inventory control and accuracy enables retailers to get an ordered item to the customer in a timely fashion so they don’t get frustrated and possibly decide not to shop with the retailer in the future. This is a no-brainer.

In addition, retailers have to work with returns of all kinds – from a piece of clothing that didn’t fit to products that don’t live up to a shopper’s expectations. When it comes to returns, retailers need to be able to track what items are coming back to the warehouse so they can either sell them to another customer or company, or return them to the manufacturer. For example, if the returned product is damaged, a retailer might want to send straight back to the manufacturer, or if it’s the end of the season and the retailer is already swapping out bathing suits for fall jackets,they may opt to send it to Overstock. On the other hand, if it’s mid-June and swimsuit season is still in full effect, a retailer will want good inventory controls so they can quickly inspect the item and resell it. If it sits too long, they’ll miss their selling window.

Having this visibility into inventory availability – including what items are coming back – is critical in retail. Otherwise, retailers are left with excess inventory that can quickly add up to a major loss for the company. This visibility into returns is important year-round, but especially in January andFebruary, which account for 40 to 60 percent of the year’s returns. Retailers that work with Newgistics for returns and use ourSmartLabel technology have a competitive advantage because of the intelligence  built into the return label. These retailers know what products are coming back long before the products hit their docks, unlike retailers using other shipping providers’ solutions.

When selecting a returns partner, it’s important to find one that can give them advance knowledge of what’s coming back – and when. This helps retailers improve inventory accuracy and planning, and provides a better customer experience overall.

To learn more about our intelligent SmartLabel technology, visit http://www.newgistics.com/corp_returns/.

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New Data From Facebook and LinkedIn Shows Just How Mobile-Dependent Consumers Have Become

March 13th, 2015 @ Newgistics

At the recent Mobile World Congress in Barcelona, Spain, executives from LinkedIn and Facebook released some compelling data that shows just how big mobile is becoming. “Mobile will continue to drive growth for businesses,” said Lee McCabe, global head of travel for Facebook.

Statistics released during a joint presentation from the social networking juggernauts show that seventy-nine percent of smartphone owners spend all but three hours of their day with their phone within arm’s reach. That’s a scary statistic, but one that’s not all that surprising. How many of us work with our phones next to us on the desk and sleep with it on our night table? On average, smartphone owners spend two hours and forty-two minutes on their phones each day.

It’s time to embrace this shift. Now that smartphones have become such an integral part of people’s everyday lives, mobile commerce is only going to continue to drive retail growth. According to Deloitte, in the next three years mobile commerce is expected to top $638 billion – which was the world’s entire e-commerce spend just a year ago.

Most interestingly, we’re seeing more and more consumers use smartphones for browsing before purchasing. Fifty-nine percent of U.S. smartphone owners have used their devices to research an item before purchasing it. For these reasons, retailers need to start focusing on improving the digital experience for their customers. Mobile commerce is now both a necessity and an opportunity.

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Tacit Knowledge Named hybris EMEA Partner of the Year

March 12th, 2015 @ Newgistics

World’s Fastest Growing Commerce Platform Provider Honors Newgistics Company for Excellence in Building and Optimizing E-Commerce Sites

AUSTIN, Texas – March 12, 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 has been named EMEA Partner of the Year by hybris, an SAP company. This distinction recognizes Tacit’s excellence in both building and optimizing premier omni-channel e-commerce websites, built using the hybris platform, for leading brands such as Mulberry, ghd, Laterooms, Kalahari and Beaverbrooks.

“Tacit Knowledge is committed to quality, and we have received very positive feedback from our joint customers,” said Patrick Finn, Senior Vice President, Global Channel & Partnerships, hybris and SAP Customer Engagement and Commerce.  “We regard Tacit as one of our key go-to partners in Europe.  We look forward to collaborating on exciting new projects and major customer launches this year.”

The combined success of Tacit and hybris is built on a shared passion for attention to detail, quality and excellent customer experience in the form of website speed and design. With hybris technology, Tacit has built e-commerce websites for leading brands using responsive and adaptive design to ensure that they work seamlessly across devices – from desktops to smartphones to tablets – irrespective of hardware or operating system.

“hybris has clearly become a best-in-class enterprise e-commerce platform provider and receiving acknowledgment for Tacit’s contribution to that journey is a true honor,” said James Bullock, UK Managing Director at Tacit. “We’re very fortunate to have mutual customers with the long-term vision to invest in scalable, flexible and high-performance e-commerce, and it’s hugely rewarding to see them reap the benefits. We’re very excited about the growing capabilities we’ll be able to offer them through Newgistics’ end-to-end platform.”

Newgistics offers a true end-to-end solution that addresses the entire e-commerce lifecycle from online sales through fulfilment, delivery and returns on a single platform. As Newgistics’ e-commerce business unit, Tacit is leading the way in building and enhancing that platform, with hybris technology at its core.

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 employs 100 people across offices in London, New York, Sydney, Mexico and Moldova. For more information please visit http://www.tacitknowledge.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.

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 and hybris Marketing 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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Infographic: E-Commerce Trends & Predictions for 2015

March 9th, 2015 @ Newgistics

Innovation in e-commerce continues to move fast and furiously, and 2015 is already shaping up to be another exciting year where we’ll see a number of advancements. From hyper-personalization to mobile commerce to global collaboration, here’s a quick recap of some of the biggest trends we’re likely to see from retailers and consumers over the next few months.

2015 E-Commerce Trends

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Nearly All Consumers Say Returns Are Key to Future Shopping Decisions

March 6th, 2015 @ Newgistics

Online retailers have only a few precious touch points with their customers, so it’s important to make sure they all add up to a pleasant experience that meets or exceeds expectations. Returns are too often a forgotten piece of the equation, but a recent article by Retail Touchpoints takes a look at a consumer survey by the voice solutions provider, Voxware, that sheds a little light on just how important they are.

As the article points out, the survey of 500 consumers found that more than half of them (57%) said that the most frequent reason for returning purchases bought online or by phone is because the item they received is incorrect.

That’s a pretty staggering figure. The reasons for incorrect shipments vary from the product’s size or color being incorrect (42%) to receiving the wrong product all together (15%), demonstrating how important it is to ensure proper fulfilment in the first place. While the article highlighted the reasons for returns, it buried an even more significant number from the survey’s findings. Nearly all (97%) of respondents said that the returns process is important to their future intentions to shop with a retailer.

That’s worth restating. If a retailer provides a returns experience that does not meet expectations, nearly every single customer will think twice before shopping with them again.

Consumers realize that mistakes happen and they’re willing to give you a second chance, but this survey provides even more concrete data on how many shoppers turn away from retailers after more than one bad experience. Retail Touchpoints drilled into the data a little deeper:

“While customers may be willing to forgive retailers after one return experience, 25% of respondents said they have experienced return issues with specific retailers more than once. As a result, 50% of this group said they reduced shopping with that retailer online. To make matters worse, 45% of these respondents stated that they have limited shopping with that retailer altogether — both online and in-store.”

The picture is pretty clear. Investing in returns processes can protect against the possibility for missed revenue and keep brand reputation high in the process.

Where should you start? Here are nine ways to boost customer satisfaction with returns.

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