DeliveryX

In this episode we consider the business models, drivers and commercial options for delivery companies. We've seen the importance of service quality to the customer - who of course also demands extensive options and a zero cost - and so in this episode, we focus on how the carriers are adapting to, or leading, the retailer's requirements.
We're joined by Mike Hancox, CEO of Yodel, and we cover:
Carrier reputation and customer experience
getting the 'basics' right - with a discussion on what constitutes 'basic' in our competitive market
mobile notifications and the importance of 'in flight' visibility
the changes in next-day delivery and customer expectation
dealing with a 30% jump in parcel volumes
will customers payf to sustainability
the economics of bikes, routing improvements and e-vans.
Throughout all of the above it's interesting to note Mike's frequent reference to the importance of technology investment - for improved capabilities and also margin.
This episode is part of a series of 10 podcasts looking Beyond the Buy Button - subscribe to access all of them, as well as the full 'behind the scenes' interviews with our guests.
 
Behind the microphones:
Mike Hancox, CEO Yodel: https://www.linkedin.com/in/mike-hancox-b57a883/
Katie Searles, Editor of DeliveryX: https://www.linkedin.com/in/katie-searles-522451132/ 
Chris Hoskin, Regional Director of Marketing, EMEA at Narvar: https://www.linkedin.com/in/chrishoskin/ 
Ian Jindal, CEO RetailX: https://www.linkedin.com/in/ianjindal/ 
 
Recorded at Spiritland Studios, London.

Show Notes

In this episode we consider the business models, drivers and commercial options for delivery companies. We've seen the importance of service quality to the customer - who of course also demands extensive options and a zero cost - and so in this episode, we focus on how the carriers are adapting to, or leading, the retailer's requirements.

We're joined by Mike Hancox, CEO of Yodel, and we cover:

  • Carrier reputation and customer experience
  • getting the 'basics' right - with a discussion on what constitutes 'basic' in our competitive market
  • mobile notifications and the importance of 'in flight' visibility
  • the changes in next-day delivery and customer expectation
  • dealing with a 30% jump in parcel volumes
  • will customers payf to sustainability
  • the economics of bikes, routing improvements and e-vans.

Throughout all of the above it's interesting to note Mike's frequent reference to the importance of technology investment - for improved capabilities and also margin.

This episode is part of a series of 10 podcasts looking Beyond the Buy Button - subscribe to access all of them, as well as the full 'behind the scenes' interviews with our guests.

 

Behind the microphones:

Mike Hancox, CEO Yodel: https://www.linkedin.com/in/mike-hancox-b57a883/

Katie Searles, Editor of DeliveryX: https://www.linkedin.com/in/katie-searles-522451132/ 

Chris Hoskin, Regional Director of Marketing, EMEA at Narvar: https://www.linkedin.com/in/chrishoskin/ 

Ian Jindal, CEO RetailX: https://www.linkedin.com/in/ianjindal/ 

 

Recorded at Spiritland Studios, London.

Creators & Guests

Host
Katie Searles
Katie is the Editor of DeliveryX.net, an analyst for RetailX on Operations and supply chain, and the author of research reports.

What is DeliveryX?

How do retailers make more products ’buyable’? Increase the rate of purchase? Improve the delivery and post-purchase experience? All while increasing sustainability, managing costs and maintaining competitiveness? This series looks at the options to excel at each stage of the value chain - moving us ’beyond the buy button’.