The Forbes article titled "Delivery Matters Most" discusses how e-commerce retailers can create better customer experiences by improving their last-mile delivery services. This is considered a critical aspect of the customer journey, and the article provides suggestions on how retailers can enhance their delivery process to meet customer expectations and increase satisfaction.
GLOIn a recent interview with Forbes Magazine, Kushal Nahata, the CEO and co-founder of FarEye, a platform that optimizes last-mile deliveries, discussed the importance of efficient last-mile delivery in meeting the demands of online shoppers while reducing costs and increasing customer loyalty. As e-commerce sales continue to grow, consumers increasingly expect faster delivery times, with 85% stating that they will not shop with a retailer again after a negative delivery experience. Consumers want to be able to track their deliveries and receive alerts about their estimated time of arrival. Amazon has set a high standard for delivery options, with consumers now expecting same-day or two-day delivery, even from smaller companies, often at no extra cost. The largest purchasing power in the US is now held by Gen-Z and Millennials, who prioritize convenience in their busy lives. A recent survey conducted by Prosper Insights & Analytics found that these two age groups are more inclined to opt for home delivery services for their groceries.
On the other hand, retailers want to reduce delivery costs while increasing customer loyalty. Nahata states that a superior delivery experience for a retailer, food and grocery, or logistics provider is defined as low-cost, fast and on-time, flexible and adaptable, visible, and sustainable. However, last-mile delivery is complex due to outsourcing, diversification, and control over the customer experience. Nevertheless, retailers can reduce the cost-per-delivery while providing a superior customer experience by using a last-mile delivery platform, which simplifies the last mile and makes it cost-effective through technology such as artificial intelligence, machine learning, and automation.
Read article here.
