Resource Type: Reports
Tag: Fulfilment
REPORT
THG Fulfil Data Study: How ecommerce operations influence brand preference, new customer acquisition and retention while reducing cost-to-serve.
Resource Type: Reports
REPORT
The Value Hidden in Your Operations (UK)
THG Fulfil Data Study: How ecommerce operations influence brand preference, new customer acquisition and retention while reducing cost-to-serve.
Fulfilment is doing more than you think.
Most brands measure fulfilment through operational metrics: cost per order, delivery speed, warehouse productivity and service levels.
But what happens when you look at it from the customer's perspective?
Our latest research explores how the fulfilment experience influences what customers think, feel and do — and what that can mean for brand preference, acquisition, retention and customer value.
We looked beyond the warehouse.
The study brings together customer research and fulfilment insight to explore questions such as:
Does fulfilment actually influence whether someone chooses one brand over another?
How much does delivery experience affect the likelihood of coming back?
Do different customer groups value different parts of the fulfilment experience?
And where can brands improve fulfilment without simply increasing cost?