Delivering loyalty: The evolution of logistics from internal process to critical customer touch point
Abstract
New retail business models and shifting customer demands mean that retail logistics increasingly deliver goods directly to consumers. The new importance of delivery as a customer touch point means that logistics is becoming a critical area of differentiation for retailers. At the same time, innovative technologies are enabling automation of many logistics activities, both at warehouses and on the road. Retailers face structural changes as a result, but also have new opportunities. With its heightened delivery requirements, e-commerce provides a particularly relevant context for examining the coming logistics transformation.
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Author's Biography
Christoph Glatzel PhD, is a Senior Partner in the Cologne office of McKinsey & Company and leads the global Supply Chain Management Practice. He supports clients primarily in the fields of retail, consumer goods and operations.
Tim Lange is an Associate Partner in the Cologne office of McKinsey & Company and a member of the European Supply Chain Management Practice. He supports consumer goods and retail companies in initiatives to optimise their supply chains.
Citation
Glatzel, Christoph and Lange, Tim (2018, September 1). Delivering loyalty: The evolution of logistics from internal process to critical customer touch point. In the Journal of Supply Chain Management, Logistics and Procurement, Volume 1, Issue 2. https://doi.org/10.69554/QQJX8923.
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