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Delivery 2.0: Learning from The Past, Delivering the Future Dinner Event

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Delivery 2.0: Learning from The Past, Delivering the Future Dinner Event

  1. 1. The On-Demand Economy
  2. 2. The On-Demand Economy The On-Demand Economy is a member-driven organization of mobile commerce executives, thought leaders, service providers, journalists, investors, and consumer advocates. We are experiencing a revolution enabled by new technologies and shifting consumer habits, spurring “The On-Demand Economy.” Mobile businesses are rapidly changing industries, cities, and lives. Smartphones are quickly becoming the remote controls that allow us to navigate our daily lives, and mobile spending will represent the fastest and largest spend shift we have seen in history. The On-Demand Economy will serve as an unbiased platform to meet influential industry participants, collaborate with like-minded businesses, address collective issues, and provide access to research and data for all members. Discover, celebrate, and learn from this innovative new industry that is redefining commerce by making lives around the world easier and more convenient.
  3. 3. On-Demand Framework
  4. 4. Delivery 2.0 Survey
  5. 5. Do you foresee long-term profitability at scale for Delivery 2.0 Source: The On-Demand Economy n = 20 The Future of Delivery 2.0 4 out of 5 believe Delivery 2.0 will achieve long-term profitability at scale 80.0% 20.0% companies? Yes No
  6. 6. 80% 70% 60% 50% 40% 30% 20% 10% 0% Key Reasons why Delivery 2.0 will have long-term success Smartphone penetration always connected lifestyle Source: The On-Demand Economy n = 20 Why Will Delivery 2.0 Succeed when 1.0 Failed? Improved Technology Shifting Consumer Behavior are the primary reasons for Delivery 2.0’s success Increased comfort with purchasing online The rise of the part-time, or 1099, worker Lean inventory models Measured growth, eg product market fit prior to expansion Expectation for Instant Gratification
  7. 7. 80% 70% 60% 50% 40% 30% 20% 10% 0% Source: The On-Demand Economy n = 20 Where is the Growth? Grocery Food Delivery to Lead On-Demand Explosion Key Sectors of M-Commerce Growth Over Next 3 Years
  8. 8. Logistics is key to achieving dominance in Delivery 2.0 8 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% Key Competency to Achieve Competitive Advantage in Logistics Engineering Partnerships BD Design Marketing Human Resources On-Demand Delivery Source: The On-Demand Economy n = 19 How to Achieve Competitive Advantage?
  9. 9. What Keeps You Up At Night? Owning the Customer Product Quality Availability are most concerning 40% 30% 20% 10% 0% Product availability
  10. 10. Product quality Ownership of the customer Departure for another platform Hours open Other Minimum order quantity Key Vendor / Supplier Issues Source: The On-Demand Economy n = 19
  11. 11. Why Do They Leave? Desire for Greater Compensation Advancement Opportunities Largely Responsible for Turnover 70% 60% 50% 40% 30% 20% 10% 0% Satisfying working salary expectations Offering Advancement opportunities Inability to perform the core responsibilities Scheduling mutually amenable hours Other Satisfying worker benefit expectations Primary Factors for Employee Turnover Source: The On-Demand Economy n = 19
  12. 12. 50% 40% 30% 20% 10% 0% What Keeps You Up At Night? Operational Resources are the Biggest Operating Challenge in the On-Demand Economy Key Operating Challenges of On-Demand Businesses Source: The On-Demand Economy n = 19
  13. 13. Where Do Customers Come From? Referrals, Facebook, Google are top traffic providers 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% Top Customer Acquisition Channels Source: The On-Demand Economy n = 18
  14. 14. Where Will Customers Come From? M-Commerce Apps to Drive Future Customer Acquisition Do You Acquire Customers from Complementary Mobile Commerce Applications? Yes, 67% No. If no, would you ever consider it in the future?, 33%
  15. 15. 33% of participants acknowledged that did not acquire customers from complementary mobile applications, but 88% of those respondents said that they would do so in the future. Source: The On-Demand Economy n = 18
  16. 16. Customer Economics of Delivery 2.0 LTV Rising while Acquisition Costs Decline 16 14 12 10
  17. 17. Current Trends of Customer Acquisition Costs and Customer Lifetime Value 8 6 4 2 0 Decreasing Holding Steady Increasing Customer Acquisition Cost Customer Lifetime Value Source: The On-Demand Economy n = 16
  18. 18. Service quality How to Succeed in a Crowded Marketplace? Brand Service Quality seen as key differentiators Primary Levers to Fend Off Commodization Brand Customer service support Price User interface Availaibility Loyalty program Other Source: The On-Demand Economy n = 20
  19. 19. 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Source: The On-Demand Economy n = 14 Who is Your Competition? Amazon Google are primary threat to future growth Best Positioned to Compete With You
  20. 20. The On-Demand Economy

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