IRCE 2016, which starts tomorrow, is consistently one of the must-attend shows of the year for retailers of all sizes and roles. From an attendee standpoint this can be both a blessing and a curse. The sheer size of the show at over 10,000 attendees and 500+ exhibitors can be intimidating and overwhelming.
To make the process of navigating the show just a little easier, we’ve put together this guide to the must-attend sessions for anyone interested in improving the delivery experience.
Wednesday, June 8, 10:30 am to 11:00 am – How Well-Executed Operations are the key to customer Satisfaction
This IRCE session features Annie Scopel the Director of North American Customer Service at Thule, a company that sells bikes and related accessories to outdoor enthusiasts. Thule found out the hard way what we at Convey know about the modern day delivery experience – that the last impression is often the most important and how quickly a product arrives, the condition it was in, and how effective you are at responding to post-purchase inquiries can have a serious impact on the success of a brand. Thule will share their experience and how they were able to overhaul everything from post-order support to fulfillment and delivery.
Wednesday, June 8, 11:00 am to 11:30 am – Managing Drop Shipping in Times of Crisis
This is a must attend session for any retailer with a drop ship program. Sam Sisakhti, owner of Women & Junior’s clothing retailer, USTrendy, will discuss what controls retailers should have in place to ensure smooth operations when the unexpected happens.
Wednesday, June 8, 1:15 pm to 1:45 pm – The Data You Need to Turn Order Fulfillment Into a Competitive Advantage
In this session Slice intelligence VP, Kenneth Cassar, will report on original research around fulfillment and delivery that attendees can use to benchmark against their own operations. He will report on length of time for orders to leave the warehouse, length of time to delivery, percentage of shoppers who receive free shipping, what percent pay for faster shipping and what the average cost is. As we head into prime RFP season this benchmarked intelligence will be extremely useful. Sound like you? Ask us how we can help you prepare with benchmark data for carrier performance.
Wednesday, June 8, 3:15 PM to 3:45 PM -Taming the Returns Beast: How One Retailer Wrote the Book on Product Returns
Returns are a messy, sometimes complicated fact of life for e-retailers. When a product can not be experienced before the purchase, flexible return policies are a way of giving the shopper the confidence to purchase online. The challenge lies in making sure these flexible policies do not result in a significant loss of profits – an especially hard initiative for retailers who ship items with large shipping price tags. In this session Jason Willitts, will discuss how retailers are using feedback forms and analytics to reduce the impact of returns on the bottom line. Looking to go even further? Ask us about our large-item returns product and how it can save both your customers and your reps time and money.
Wednesday, June 8, 3:45 PM to 4:15 PM – Making Sure Your Customer Service Reps Know More Than Your Customers
What’s old is new again as differentiation through customer service is becoming ever more important. In this IRCE session Jon Hoch, President of Power Equipment Direct, will discuss his experience thoroughly training customer service reps in the features, benefits and comparative advantages of products in order to deliver extraordinary service experiences. Equally as important is ensuring your reps are prepared to answer the all-important questions about delivery and “where’s my stuff” calls.
As you head into IRCE, let us know if you are seeking a solution to any of the challenges addressed in these sessions. We are interested to know how you are thinking about the problems and opportunities and would love to share the solutions we’ve built to tackle these head on.