Delivery has become a critical part of the brand experience, with the potential to drive up lifetime customer value — or drive customers away.
A recent survey of 150 retail supply chain, logistics and operations executives found near unanimous agreement that high-quality last-mile delivery is extremely or very important to their brands. Equally important and influential, according to almost all of the respondents, is the choice of provider; they agree that the right delivery partner enhances their ability to provide this great delivery experience, increasing revenue, customer satisfaction and retention.
However, many retailers surveyed are not receiving “great” service from their providers. They report a significant performance gap between expectations and reality, and that’s costing them.
In this report, you’ll learn:
- The importance of last-mile delivery to the customer experience
- The performance gap many retailers are experiencing in trying to ensure a great last-mile experience
- Challenges of the last-mile experience and how to overcome them
- Benefits retailers enjoy when they get last-mile right
