Both active and passive communication are key to improving last-mile customer experience, the benefits of which include increased customer lifetime value and decreased overhead.
Shifting consumer expectations are reshaping last-mile delivery across industries.
The pandemic accelerated preexisting trends toward faster, more transparent, and more efficient delivery in nearly every sector, and retailers are feeling the pressure to perform.
But what exactly do customer expectations for last-mile delivery look like, and how can you meet — or better yet, exceed — those expectations?
With so much business happening at the doorstep, the delivery experience is increasingly becoming the most important and memorable part of the total customer experience.
Unfortunately, that means a bad delivery translates to a bad experience overall.
Silicon Valley giants like Uber and Doordash have shown consumers that clear visibility into the last mile is perfectly possible. With features like real-time vehicle tracking, two-way communication, and easy feedback — all within one seamless app environment — customers have gotten used to being looped in.
Now, businesses in other sectors — even those who handle their own last-mile fulfillment — must meet these expectations, or risk losing customers.
Whether you’re offering same-day delivery from a retail location, dropping off rental equipment, or delivering large shipments of supplies, customers want to be informed about their order status every step of the way.
If you want to improve the last-mile customer experience, communication before, during, and after delivery is absolutely critical. Here are a few key ways to enhance your customers’ experience throughout the process:
Remember, communication isn’t one-way. Customers should have the option to change delivery times and contact their driver with important information without having to phone a dispatch center and wait on hold.
Improving the last-mile customer experience produces several benefits, including:
Implementing better communication in the last mile doesn’t need to mean a major software project. Let Localz show you how our configurable customer engagement platform can improve your day-of-delivery interactions and enhance that crucial last-mile experience.