From Shelf to Doorstep
Who this book is for
Người bán lẻ và bán online ở Việt Nam, bán trên sàn, bán qua mạng xã hội, có cửa hàng nhỏ hoặc bán thương hiệu riêng; quy mô từ một người tự đóng gói tới đội mười người và một kho thuê.
Sound familiar?
- Parcels arrive late and the buyer blames the seller, not the carrier.
- Cheap packing means breakages, and one refund costs the margin on ten orders.
- Doesn't know the real packing cost, having never counted it separately.
- Claiming for a lost parcel takes more time than the item is worth.
After reading, you can
Help a seller deliver on time and intact, and handle it well when they don't.
Each chapter answers one question
Chapter 1: Why worry about a few cents of packaging?
How much money and how many minutes does it take me to pack one order?
Packaging is a small cost per order and a large cost per month.
Chapter 2: Is the cheapest carrier really the cheapest?
What share of deliveries does my carrier make on time?
The cheapest carrier on the rate card is not the cheapest once returns and lost parcels are counted.
Chapter 3: Are buyers angry about delays, or about silence?
How long do I promise delivery will take, and how long does it actually take?
Customers tolerate slower delivery if they know in advance; they do not tolerate silence.
Chapter 4: Is a broken order a lost customer, or a chance?
A customer reports a broken item; what do I do in the first thirty minutes?
How you handle one damaged order gets retold more than ten smooth ones.
Chapter 5: Is delivery the end of the sale, or the start?
What do customers see when they open my box?
The unboxing moment is the last touchpoint you control.