Thursday, April 23, 2015

Amazon to test deliveries to car trunks

Ten days ago, I predicted that within 2 years Amazon would set up drive-through pickup. Well, here's some news out of Germany that is related (courtesy CSCMP's Supply Chain SmartBrief, on Logistics Manager): Amazon is testing a partnership with DHL and Audi where they would deliver products to the trunks of cars.

Using a smart phone app, the DHL delivery agent receives the exact location of the car as well as access to the vehicle’s boot. After the delivery men have placed the item in the boot and closed its door, the car is then locked automatically. DHL receives confirmation via the app and the car owner is informed of via email.
Although this is of course a different process than drive-through pickup, it seeks to address some of the challenges faced by Amazon's current system. For example, this system allows unattended dropoffs (no one needs to be home). If volumes grow and dropoffs are done only at selected locations such as clusters of city parking lots, this would give Amazon/DHL much cheaper last-mile costs. This system can also be adapted to handle returns: the customer can just leave the return package in their trunk and use the same system in reverse.

Ecommerce survey 2015

As we did last year, our team conducted a small-scale survey of customer attitudes towards ecommerce. The full report is available here. Highlights are reported below.

Before that, I should mention that this report is the final contribution to this blog by Maddie and Connor, the two undergraduate freshmen who worked on this project through the university's UROP program this year. Great job, both of you, and all the best for the future!

Back to survey highlights:

- The first, most important thing that was noticed was that for most people, a cheaper price was more important than expedited shipping. [...] When asked about the last time that they made a purchase online, 78% of people chose standard shipping while only 12% chose expedited shipping. Lastly, with their last online purchase, 58% of people paid $0 for shipping. These results really showcase that to many price is of more importance than speed. 
- The second thing that was observed in the data is that the food and beverage sector of ecommerce is the smallest. [...] Only fifteen people out of the 162 total ranked that food and beverage are items that they shop for online most often. One hundred and thirteen people out of the 162 surveyed responded that food and beverage ranked as one of the three types of products that they would be hesitant to purchase online. 
- The last observation that was made from the data was that in-store pick-up is not nearly as popular a method of distribution as home/work delivery. [...] When asked about their last online shopping experience, only 12% of people said they chose to pick their item(s) up in the store while 87% of people chose standard or expedited shipping. Although people say that they have used in-store pick-up options before, it is not the popular choice. 
- In 2014, only 13% of those who were surveyed ranked faster shipping as their first reason for choosing online shopping, whereas in 2015, 30% of those surveyed chose faster shipping as their number one reason. 
- Surprisingly when asked how much paid for shipping the number of people that paid $0 for shipping decreased from 65% in 2014 to 54% in 2015. One would think that with the expansion of programs like Amazon Prime and the increased regularity of faster shipping at cheaper prices that more people would be paying less for shipping. This was not the case.
For complete details, take a look at the complete report.

Thursday, April 16, 2015

Mixed up grocery order

And now a story of my personal experience: our family has been doing a big fraction (around half) of our grocery shopping online. We use our local grocery chain's "order online, in-vehicle pickup" system---after we place the order, the order is ready for pickup in 3 hours, and we just drive up, they bring the stuff out and load it up, and we go home. This has worked very well for the past several years, we love it.

Well, this past Tuesday, they loaded the completely wrong order in my car. I had my two sons with me while my wife was elsewhere with our daughter, and as the guy was loading it up I asked if he was sure it was our order, because many items looked unfamiliar. He asked my name and confirmed that it was the right order. My wife often orders items that I have no idea about, so I figured that my confusion about the items was due to the usual level of (lack of) communication between my wife and me.

But when I got home and looked at the receipt, I realized that the order did not even match the receipt. They had loaded up someone else's stuff in my car! I called, and of course they had figured out by then that they'd placed the wrong order in my car, and asked what they could do to fix it. I answered, "Well we use the online system because we live a busy and complicated life. Is it too much to ask that you deliver the right items to my home?" Within an hour they did deliver the right items, took away the wrong items, and threw in a gift card in addition. All's well that ends well!

Monday, April 13, 2015

Amazon.com Drive Through Pickup

I'm going to be bold and make a prediction: within 2 years (i.e. no later than April 13, 2017), Amazon.com will have at least one location operated by Amazon.com where customers who order stuff online can drive through and pick it up.

Amazon already has lockers where customers can walk in and pick up their stuff, but those are unmanned and don't provide the interactive convenience of a drive-through. By interactive convenience, I mean the ability to talk to a human, possibly modify your order, return stuff, etc. It may also be already possible to pickup stuff ordered on Amazon.com using third-party intermediaries, but that's not included in this prediction.

There are many thoughts behind this prediction. For one, brick-and-mortar retailers are adding this feature at a fast clip, either on their own, or through third-parties like Curbside, and eventually this will provide a competitive edge to them that Amazon will be forced to respond to. Second, Amazon's home delivery model can only go so far in terms of convenience (for some items, requiring someone to be home, for example), and cost (last mile is very expensive), even with their own fleet and eventually drones. Third, as the volumes of returns increases, giving customers a drop-off option makes returns processing cheaper. Fourth, Americans love their cars (at least in the suburbs and rural areas), and eventually ecommerce models will have to accommodate the large fraction of people who do not live in dense urban environments.

I don't know any inside story about Amazon that suggests they're planning this. I also haven't seen anything in the news suggesting this. This prediction is based only on my understanding of the ecommerce landscape after a few years of research.

Of course, I could be totally wrong. Part of the point of making a public prediction, which will be cached and stored forever, is to challenge myself. If I'm wrong, I'll freely admit it; won't be the first time. Feel free to call me out, now or later!

Saturday, April 11, 2015

Amazon drones could deliver for $1?

From ARK Invest, via Bloomberg:
If the FAA gives Amazon clearance for its drone program, the price that a consumer will pay for the delivery of a five pound package could be as low as $1. 1 Just as impressive, delivery times could drop below thirty minutes.
That would be incredible! I have been very curious to find out an estimate of the cost of delivery using these drones, and this is the first analysis I've seen that explicitly posits a number. Not much detail is provided on how the $1 figure was arrived at. The 30 minute delivery time seems much easier to believe. Personally, I'm still not quite sure what to make of the drone delivery system, but that's probably because I lack imagination.

Monday, April 6, 2015

Meijer is back online: with Curbside

Continuation from October 2014:

Meijer is piloting its Curbside service at the Knapp’s Corner Store location in Grand Rapids, Michigan.  It hopes to eventually expand the program if it deems itself successful.  This service is offered seven days a week from 7a.m. to 9p.m.  Customers start by going online and the products of their choice.  Through the introductory videos on the Meijer website, it seems as though all grocery products are eligible for this service.  After choosing the items desired, the customer chooses a pickup day and time; orders can be made up to three days in advance.  If the order is twelve items of less, it can be ready in an hour.  If the order is thirteen items or more, it can be ready in as little as three hours.  After the order is placed, a specialized team member goes around the Meijer store and selects the customer’s groceries.  These team members are specially trained to choose the best products.  Finally, the customer drives up to the store and the team member will bring the groceries out to his or her car.  There is no need for the customer to even get out of the car.  The groceries will be prebagged and loaded into the customer’s trunk.  The team members do not accept tips of any kind.
            
When ordering from Meijer Curbside, a valid credit card is needed to place the order.  The card will not be charged until the time of the pickup.  Cash and checks are also accepted, however, it may increase the pickup time.  The same payment entered online does not need to be used at the time of the pickup.  Mperks coupons are accepted on Curbside orders.  Orders can be altered as long as the team member has not begun collecting the order.  One can see if this has happened by checking the order status online.  There is a $5 fee on all Curbside orders, but there is no minimum order amount.  However, for a limited time, the fee is waved.  There is no indication of how long this perk will last.  If the customer fails to pick up his or her order, it will be held until 9p.m. on the day of the scheduled pickup before being returned to the selves; however, you can call and reschedule the pickup time before then.  Special shopping instructions can be added to your Curbside order referring to things such as the selection of produce.  Finally, Meijer’s normal return policies remain the same for products purchased through Curbside.
            
Meijer still does not offer the online purchase of any other products.  Customers cannot go online and buy electronics, clothes, household goods, etc.  When you browse these items online they all read below “available only in store.”  Maybe Meijer’s new partnership with Curbside is the beginning to their online expansion.


All information found on Meijer’s official website: http://www.meijer.com/content/content.jsp?pageName=curbside

[ - Research by Madeline Stroin]

Thursday, April 2, 2015