Driving Customer Retention in E-commerce Through the Logistics Experience

Amid a unique cocktail of global challenges including unprecedented inflation, ongoing fallout from the pandemic and an energy crisis, every industry is feeling the strain. With continued supply chain issues, the events of the 2020s have brought to light the need for a seamless logistics experience, powered by technology and collaboration.

This whitepaper addresses the current issues facing modern-day e-commerce logistics and features insights from:

• Shekar Natarajan, Executive Vice President, Chief Supply Chain Officer at American Eagle Outfitters, Inc.
• Matt Rogers, Global Supply Chain Director at ASOS
• Nabil Malouli, Senior Vice President, Global E-commerce and Omnichannel, DHL Supply Chain
• Filippo Battaini, Research Manager, IDC Retail Insights at IDC
• Praveen Adhi, Senior Partner at McKinsey & Company

This whitepaper underscores the need for a strong logistics process to improve the customer experience, from customer purchase all the way to the return.

Logistics was traditionally seen as a cost-center in a business; an area where the aim of the game was to reduce cost. However, with the explosion in e-commerce in recent years, logistics is often the final touch point for the customer. This means the logistics experience of a customer is pivotal to conversion, satisfaction and retention.