The Cost of Poor Delivery: Four Steps to Go From “Cost Center” To “Competitive Advantage”

Final-Mile Experiences Leave Lasting Impressions
Logistics teams have long been focused on minimizing costs while maintaining eciency and quality.

While these metrics continue to play a vital role, we are seeing a monumental shift to a deeper focus on the customer delivery experience.

In fact, in 2016, 89% of companies expect to compete on the basis of customer experience.

Why the shift? Customer expectations are rising; retaining and growing loyalty is becoming more dicult.

The customer is forming impressions about the brand throughout the purchase experience and these impressions are rearmed or destroyed by the experience they receive through the delivery process.

Research has shown that 40% of shoppers consider the post purchase experience the most memorable aspect of the overall brand experience.

Additionally, 79% that say it’s important that these experiences be positive. Yet, only 1% of customers feel that vendors consistently meet their expectations.

Poor delivery is costly to retaining customers. In fact, 70.1% of consumers report they are unlikely to return after a poor delivery experience. $41 billion is lost by U.S. companies each year due to poor customer service or experiences.

Still, few consumers (only 11.3%) say delivery experience is a strength of retailers today.

The world’s largest retailers are turning to customer delivery for their next competitive advantage.

So, where to start? Download the whitepaper to learn the four steps to improving the customer delivery experience.