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© IMEC All rights reserved.
SPARK NEW GROWTH.Monitoring & Measuring eCommerce Success for Manufacturers
Presenter: Damon Pistulka, Exit Your Way
February 23, 2021
Reminder to Mute Your Phone/Mic/Camera
1-833-BIZ-EXIT (249-3948) | www.exityourways.us 3
ABOUT ME
• BS Mechanical Engineering• 20+ years manufacturing technical /
leadership positions• Husband, father, son, brother• Business / Digital / eCommerce• Co-Founded Exit Your Way®• Livestream / Podcast / Virtual Event Host
1-833-BIZ-EXIT (249-3948) | www.exityourways.us 4
TODAY
• Monitoring & Measuring eCommerce Performance
1-833-BIZ-EXIT (249-3948) | www.exityourways.us 6
WHY MONITOR?
• Gain understanding• Improve communication• Performance feedback• Determine what need’s our attention• Reduce wasted time & money• Improve ROI on efforts
1-833-BIZ-EXIT (249-3948) | www.exityourways.us 8
WHAT TO MEASURE?
• Traffic • Conversion • Operations• Quality• Financial
1-833-BIZ-EXIT (249-3948) | www.exityourways.us 10
TRAFFIC
AmountSourceDurationPath/destinationWhere did they leave
1-833-BIZ-EXIT (249-3948) | www.exityourways.us 12
CONVERSION
• Conversion percentage• Cost/conversion• $ per order• Profit per order
1-833-BIZ-EXIT (249-3948) | www.exityourways.us 14
OPERATIONS
• Average order ship days• Average order fulfillment time • Returns• Late Orders
1-833-BIZ-EXIT (249-3948) | www.exityourways.us 16
FINANCIAL
• Sales• Product costs • Seller Fees• Shipping costs• Return Costs• Margin
1-833-BIZ-EXIT (249-3948) | www.exityourways.us 18
DASHBOARDS
Communication Tools
E- Commerce Company
Week Ending
Total Total YTD 2/28/2019
Goal $3,731,001.00 $485,750.00
Goal Progress 90.99% 94.67%
Total Order Received $ $3,394,683.41 $459,836.55
Total Order Completed $ $3,394,682.41 $459,836.55
Total Refunds $128,269.86 $14,956.00
Total Refund % 3.78% 3.25%
Total Margin $ $1,419,419.49 $199,952.96
Total Margin % 41.81% 43.48%
Total Inventory $7,356,837.55 $7,238,237.91
Week Ending
Warehouse Total YTD
Orders Processed 17,378
Time Per Order (min) 1
Number of Same Day Shipments 15,064
Containers Received 21
Containers Shipped
Containers Expected Next Week
Time Per Container (hours) 2
LTL Orders Shipped 543
Warehouse Space Total (CBM)
Warehouse Space Used (CBM)
Warehouse Space Free (CBM)
Warehouse Space Free % 85.33%
YELLOW Area (CBM)
RED Area (CBM)
PSP Warehouse Used (CBM)
Inventory Accuracy %
Number of Items/Bins Counted 160/595
Number of Count Errors 67/105
Net Value of Changes $3,383.22
Customer Service Total YTD 2/28/2019
Calls Received 8,751 1,062
Calls Answered 8,664 1,055
Calls Lost 80 7
Lost Call % 0.91% 0.66%
Avg Call Length (min) -Talk Time 1 0
Emails Received ~ 63,638 0
Chat Received 2,718 403
Chat Answered 2,649 394
Chat Lost 69 9
Amazon Negative Feedbacks 2
Ebay Negative Feedbacks 0
Chargebacks 4
Google Positive Feedbacks 14
Phone Orders Count 99
~~Phone Orders Total $ $421,769.57 $58,484.32
1-833-BIZ-EXIT (249-3948) | www.exityourways.us 21
MEASURING PERFORMANCE
Customer Service Performance
1-833-BIZ-EXIT (249-3948) | www.exityourways.us 25
The Management Meeting
• Set expectations• Responsibility• Celebrate the good • Come with ideas & solutions• Agree on action(s)• Future innovation
1-833-BIZ-EXIT (249-3948) | www.exityourways.us 26
NOW WHAT?
What to monitorMeasure weeklyReview & executeRinse & repeat
CONTACT INFORMATION
Please reach out If you have any questions or would like to discuss
Damon Pistulka 425-654-7757
www.ExitYourWay.us
© IMEC All rights reserved.
REMINDER: Listen On DemandDate SPARK NEW GROWTH SERIES Presenter
DownloadSession 1
eCommerce & Digital Disruption is Driving Digital Transformation for Manufacturers Faster than Ever
Jeffry Graham
DownloadSession 2
Inbound Marketing for Manufacturers: A Modern Approach to Lead Generation and eCommerce Sales
Josh Curcio
DownloadSession 3
7 Things Manufacturers Should Do to Automate Marketing, Get More Ecommerce Sales and Boost SEO
Jeff Long
Download Session 4Manufacturers Going Global with eCommerce Ray Ziganto
Download Session 5Monitoring & Measuring eCommerce Success for Manufacturers Damon Pistulka
© IMEC All rights reserved.
YOUR NEXT STEP: REGISTER!Date Session Presenter
Mar 4, 18 + Apr 1
SALES DEEP DIVE: Improving Virtual Sales Skills Training Series for Illinois Manufacturers
Mark Roberts, OTB Solutions
Mar 9, 12, 16, 19, 23, 26
INCREASE ONLINE SALES: Role for Manufacturers in the eCommerce Marketplace 6-Part Series B2Btail partners
Mar 18EXPAND YOUR REACH:Insider Ways To Use Facebook & LinkedIn to Increase Your Manufacturing Sales Webinar
Strategic & Creative Marketing
© IMEC All rights reserved.
UPCOMING EVENTS: FEBRUARYDate Session Presenter
Feb 24 PROTECT YOUR TEAM:Maintaining Workplace Safety through COVID-19 Virtual Workshop IMEC
Feb 25 EMBRACE NEW TECH:Getting Started with Autonomous Mobile Robots Webinar
Waypoint Robotics
Feb 25 Danville/Champaign Regional Manufacturing Roundtable IMEC + EDCs