Speaker 1 0:00
Music. Welcome to the aim podcast, where we bring you actionable insights on E commerce, customer service and AI innovation, hosted by help flow. This is your weekly guide to staying ahead in the world of E commerce. Let's dive in.

Speaker 2 0:18
Ever wonder how some businesses just seem to crush it during those peak shopping seasons, like others just totally fall apart under the pressure. We're talking like Black Friday, Cyber Monday. It's like the Super Bowl for online shopping. You know, back in 2023 sales for just those two days shot up by like 22% Wow. I mean, that is a crazy amount of volume that can either make you or break you as a business. So today, we are diving deep into this whole world of peak season logistics. We're gonna go behind the scenes and, like, uncover these strategies that set apart the E commerce pros from all the amateurs. You know what I mean? I get you. So whether you're running an online store yourself or you're just curious about, like, what actually happens after you hit that Buy Now button, this deep dive is for you. We've got tons of insights you can actually use. It's awesome and to help us guide us through this whole thing, we have an expert, someone who like lives and breathes this stuff every day, helping businesses navigate this peak season chaos. Yeah,

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Speaker 2 1:20So let's kick things off with something that sounds like it should be easy, but it can make or break you during this time communication,

Speaker 3 1:27
right? And you'd be surprised how many companies totally mess this up. It's not just about sending out that confirmation email. It's got to be like strategic, proactive communication. You got to manage expectations, and you build trust that way, especially when you're potentially going to have delays, which, let's face it, almost inevitable during peak season. Totally

Speaker 2 1:48
it's like that feeling when you order something and you're like, constantly refreshing that tracking page, just hoping it gets there before you run out. Oh yeah, I know that feeling. So like, what does good communication actually look like in practice. What are these e commerce superstars doing differently?

Speaker 3 2:04
All right, So picture this. You order something online, and right away they hit you with an email. But it's not just any email. It lays out the delivery timeline, and they're realistic about it. They factor in that it's peak season, so you might have some slowdowns. And then instead of just giving you those generic updates, you get personalized messages. Like, Hey, your package is on the way. You should get it by date. We know you're excited about it. Okay, you know? Okay,

Speaker 2 2:30
yeah, that's way better than just seeing in transit and, like, wondering where in the world your package is, for sure. But like, what happens if something goes wrong? Like, really wrong and the thing you ordered is totally out of stock. Oh,

Speaker 3 2:40
man, that's when you see the pros really step up. Instead of just getting that generic out of stock message, they'll offer you other products, yeah, maybe even with a discount, like as a thank you for your patience, or they'll reach out before you even notice, if they know something you ordered is going to be delayed, and they'll give you the option to switch it out for something else that's in stock, yeah, and Ready to Ship. Wow,

Speaker 2 3:04
that is next level customer service, right? It's like they already know what you want. They're anticipating it, and they're trying to keep you happy, even when things get messed up, exactly.

Speaker 3 3:12
And that's where having that omni channel communication is key. They're not just relying on email. They're using their website, social media, even text messages. Sometimes they'll beat the customer wherever they are.

Speaker 2 3:25
So it's like they're casting this wide net so no one slips through the cracks. No wonder these businesses are killing it. They're turning what could be a total disaster into a chance to impress people, exactly. But it's not just about keeping customers happy, right? I bet this saves businesses a ton of time and money too.

Speaker 3 3:44
Absolutely. Think about it, every customer they inform ahead of time is one less customer calling or emailing customer support. It frees up their team to handle the really tough issues. So

Speaker 2 3:56
it's a win. Win. Customers feel good, and businesses save time and money exactly, but good communication, it's just one piece of the puzzle. What about actually tracking all those orders? I mean, we've all been there glued to the tracking page, watching our package as it moves across the country. Some of us are probably refreshing every few minutes like a digital stalker, yeah, you know. But I'm guessing there's got to be more to it than that. Like, is there a business side to this whole tracking technology?

Speaker 3 4:20
There definitely is, while that real time tracking is super convenient for us as customers, it's a total game changer for businesses on the back end.

Speaker 2 4:32
Okay, let's break that down a bit. What's the business side of this? It

Speaker 3 4:35
really boils down to data. Those real time tracking tools give businesses so much information, it helps them make their entire logistics operation better.

Speaker 2 4:43
So we're not just talking about knowing where a package is. What kind of data are we talking about?

Speaker 3 4:48
Imagine being able to see bottlenecks in your shipping process, or optimizing those delivery routes based on like real time traffic. You can even predict potential problems. I. Before they happen all in real time. It's

Speaker2 5:02
like having X ray vision for your entire supply chain. So we've talked about good communication and how important real time tracking is, but there's another piece of the puzzle that doesn't always get talked about, was that inventory

Speaker 3 5:15
management. Ah, yes, inventory management. It's like

Speaker 2 5:19
the behind the scenes hero that can make or break a business during this crazy time of year, it really is. I mean, most of us probably don't even think about it until we see that dreaded out of stock message. So true. So walk us through this whole balancing act. What are the stakes for these businesses? The

Speaker 3 5:36
stakes are really high. On the one hand, you have the possibility of running out of product, which means you lose sales frustrated customers, and that can even damage your brand's reputation, especially

Speaker 2 5:47
these days, when a bad review can go viral in seconds. Yeah, you're

Speaker 3 5:50
right. But then, on the other hand, having too much inventory can be just as bad. Holding on to all that extra stuff ties up. Money could be using elsewhere. You have higher storage costs, and you even have the risk of products going bad or becoming outdated before you can sell them. Yeah, the tough balance to strike.

Speaker 2 6:10
So how do these e commerce wizards find that sweet spot, having enough but not too much? Well, it

Speaker 3 6:16
starts with using data to forecast by looking at past sales, checking out market trends, even things like what's buzzing on social media. Yeah, businesses can get a much better idea of what's going to sell, yeah, and how much of it. So

Speaker 2 6:29
they're using all that info they have to to make sure they've got enough to meet the demand, right? But not end up with a warehouse full of stuff they can't get rid of. You got it, but data driven forecasting is just the start, right, right? What about safety stock?

Speaker 3 6:46
It's basically a buffer extra inventory, especially for those really popular items, just in case there's like a surprise surge in demand, or maybe there's some supply chain disruptions, it's like an

Speaker 2 6:59
insurance policy for your inventory exactly smart. You hope you never need it, but you're sure glad you have it when you do. That's a great way to put it. But inventory management isn't just about the numbers, is it? No, it's not. It's also about those relationships you build. That's right, especially with suppliers. Yeah,

Speaker 3 7:14
having a reliable network of suppliers, it's huge, especially during peak season, when everything's just go, go, go. Yeah.
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Speaker 2 7:21
It really is all about teamwork. It is. You need everyone on the same page. You gotta
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Speaker 3 7:24
have clear communication, agreed upon deadlines, and the ability to like adapt when something unexpected pops up, which it always does. Oh yeah, you can count on it. That's how you win during peak season.

Speaker 2 7:39
It does kind of take a village, right? It does, like, you need your suppliers, manufacturers, logistics partners, all working together Absolutely, to get everything where it needs to be. And that's where

Speaker 3 7:52
technology comes in. Oh, yeah, remember those inventory management systems we were talking about? Yeah, they're not just for, like, keeping track of numbers. They help you manage those relationships too.

Speaker 2 8:00
Oh, that's interesting. What can they do now that we couldn't even imagine a few years ago? Okay,

Speaker 3 8:05
well, imagine you can see exactly how much inventory you have, and, I mean, across all your warehouses, wow. And then you can set it up so that when you hit a certain level, it automatically reorders more, no way. And you even get alerts if there are any problems in your supply chain. Oh, that's huge, all in real time. They could even analyze data, like from past years and market trends, and then tell you what to order so you're ready for anything. So

Speaker 2 8:35
you're saying, I don't need that crystal ball, after all. Nope, this technology has got me covered Exactly. That's incredible. And
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Speaker 3 8:44
a lot of these systems are getting more and more affordable, even for small businesses, there are cloud based options that don't require a ton of money up front.

Speaker 2 8:55
So it's not just the big companies you get to play with the fancy toys anymore. Nope. Everyone has a shot that levels the playing field, which is great. I love that, and the technology is only getting better. That's true. We're gonna see even more innovation. I can't wait. It's gonna make everything smoother and more efficient for both businesses and customers. And speaking of customers, it makes you think about how all of this affects us. I mean, I know I'm guilty of this. I get caught up in the sales, and I just click buy. Now I don't even really think about what happens next. We've all been there, but now we know better, right? We know all the work that goes into it we do. So do you think now that we know all this, we'll be a little more patient when things don't go exactly as planned.

Speaker 3 9:43
I think it's possible. Yeah. I mean, when you realize how many orders are being placed and how much coordination it takes, it's a lot to make it all happen, I think it's easier to be understanding, yeah, when there's a little hiccup along the way,

Speaker 2 9:56
it's like we're peeking behind the curtain and realizing there are. Actually people, real people and complicated systems are working to get us our stuff. That's a good way to put it. Maybe now we'll shop a little differently. I mean, like we'll be more mindful about which businesses we support, absolutely the ones that are upfront and honest about how they do things. Transparency is key. It is. Or maybe we'll actually plan ahead for once instead of waiting until the last minute.

Speaker 3 10:23
I don't know about that one. Okay, so maybe not. Some habits are hard to break, that's true, but at least now we're making more informed decisions. We

Speaker 2 10:32
are we know what to expect exactly, and we can be more understanding when things go wrong.

Speaker 2 10:38
let's recap, what are some of the key things that businesses are doing to not just survive peak season, but like, really crush it? Okay, we talked about communication, right? Real time, order tracking and inventory management. But what's the thing that ties it all together?

Speaker 3 10:58
I'd say it's preparation. Preparation. Yeah, the businesses that are winning are the ones who plan ahead. Makes sense. They invest in the right technology, and they build those strong relationships with their suppliers and partners. So

Speaker 2 11:11
they're not just reacting right, they're proactive. They're a step ahead.

Speaker 2 11:18
it's not luck, it's not magic. It's putting in the work behind the scenes to create a system that can handle anything you got it, and all that work pays off. It does not just with more sales, but also by building customer loyalty and having a reputation for being reliable.

Speaker 3 11:37
That's a great point, and it's huge, especially in E commerce where competition is so fierce, yeah, you really have to stand out.

Speaker 2 11:44
That's a great point, and it's huge, especially in E commerce where competition is so fierce, yeah, you really have to stand out.

Speaker 3 11:53
I'd say, focus on the basics. Okay, you don't need the fanciest technology, yeah, or a ton of money to give great customer service. It's

Speaker 2 12:03
about being smart. It is efficient, yes, and most of all, putting the customer first, you got it, and building those relationships. That's the foundation. So even small businesses can compete. They can, if they focus on what matters most, and then as they grow, as they get bigger, they can invest in more advanced tech, that's the idea. But never lose sight of the human element so important, especially in the online world, where it's easy to feel disconnected. I agree, this has been incredible. I feel like I've learned so much. I'm glad to hear that we really dug deep. You did into the world of peak season logistics, and we even got to hear from an expert in the field. So thank you for being here and sharing your wisdom. My pleasure and to all of you listening, we hope you learned something new today. Maybe you even gained a new appreciation for the amazing world of online shopping. That's what we were hoping for. So until next time, happy shopping. Everyone. Will you be one of those people now, checking for those clear communication policies before you buy something? It's a good idea. Maybe actually reading those delivery timelines could save you some stress later or even, and I know this is a long shot, planning your purchases ahead of time. Okay,

Speaker 3 13:08
it's all about being a more mindful shopper. That's true. Now we're in the know. We can use this knowledge we have

Speaker 2 13:25
the power exactly like we've unlocked a secret level of online shopping. That's a good way to put it. We can navigate all those Black Friday deals like pros you gotta and you know what? What's that? It's not just about getting the best deals. No, it's not. It's about being a conscious consumer, yes, making choices that align with our values exactly so where we shop matters who we shop with. Matters Absolutely, supporting businesses that prioritize transparency, ethical sourcing, all of that good stuff. It all adds up. It really does. And

Speaker 3 13:59
you know, maybe this will even inspire some people to branch out, like support local businesses more, yeah, or buy handmade gifts instead of going for the mass produced stuff,

Speaker 2 14::10
there you go. We're changing the world one purchase at a time, one step at a time. Well, this has been quite the deep dive. We covered a lot. We really did, but I think the main takeaway here is that the E commerce ecosystem is incredibly complex. More than people realize. We just click and things show up like magic, but there's so much happening behind the scenes. A whole lot of work goes into it. It's amazing, actually it is. So next time you're online shopping or waiting for a package, take a minute think about all those people, all those systems that made it possible. It really is pretty incredible, I think so this has been an eye opening, deep dive into the world of peak season logistics. We did it. We sure did huge. Thank you to our expert for sharing your insights. Happy to be here and to all of you listening. We hope you. Earn something new today. Knowledge is power. It really is. And maybe just maybe, you even gained a new appreciation for the magic of online shopping. Magic until next time. Happy Shopping. Everyone.

Speaker 1 15:14
Thanks for listening to the aim podcast. If you found today's episode helpful, make sure to subscribe and follow us on social media for more insights that will help your E commerce brand grow until next time, keep aiming for success. You.

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