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Last Mile Delivery Reshaping The Customer Experience

By Nammitta Dutta 12th March 2019

Last Mile Delivery has witnessed an unconventional change in the last few years. Not surprisingly, e-commerce and food delivery are the driving forces of the changes that are already in motion to improve the customer experience for good. From renowned retailers to local businesses, nobody denies the fact that the last mile delivery has become the key differentiator.

Prime factors that are completely redefining the customer expectations about the last mile deliveries

  • Choice
  • Speed
  • Visibility
  1. Choice Of Delivery

Variety of delivery options available and the quality of delivery service serves as major decision-making for online customers and considering these facts vendors are willing to work hard to make the last-mile delivery experience better for the online customers.

As per a survey conducted by McKinsey to understand the delivery preferences of online customers and the results were surprising. The survey was conducted for more than 4,700 respondents in China, Germany, and the United States to understand the relative preferences of delivery and willingness to pay.

Surprisingly near about 25% of the customers were willing to pay more for same day or instant delivery and this number is likely to increase by 2025 as the younger generation is driven by the idea of same-day delivery or instant delivery. Same day delivery combines the convenience of online shopping with the immediate product access of local vendor.

Last Mile Delivery

2. Speed Of Delivery

When comparing between two online vendors for the same product time and speed of delivery plays the deciding factors. Almost a decade ago, next day delivery seemed no less than a luxury reserved for the urgent courier businesses.  Speed and convenience of delivery are the heart of last mile deliveries.

Today companies are offering deliveries in 2 hours of order placed. Farfetch is offering 90-minute delivery from the boutique to the customer’s doorstep for certain brands in key capitals around the world, including London, Paris and New York. This is pushing the rest of the vendors to keep up with such an unprecedented pace. Undoubtedly speed of delivery can fetch you more consumers and improve the last mile delivery experience beyond imagination.

3. Real-Time Visibility Of Delivery

Today real-time visibility of the product is an essential factor contributing to extraordinary customer experience in the last mile deliveries. Nowadays whether an order is loaded on a container ship in Atlantic, sitting in the warehouse, or on the bike for last-mile delivery, companies have enabled their customers to track their orders in real-time on an interactive map. Not only this company sends a push notification and tracking link through SMS to keep customers in the loop at every stage of the delivery.

As per the research of “Gartner’s Research Director Bart De Muynck,” real-time visibility in the last mile deliveries has witnessed an exponential rise in the last 12 months. We’re very close to achieving full-time visibility for both sender and recipient. The vendors/suppliers are utilizing the technology to the utmost for optimizing and streamlining their operations.

We can say that it is customers, who are playing a vital role in deciding the next generation of last mile deliveries. Other than tracking the delivery being able to communicate with whomsoever is holding the package at any stage of last mile delivery brings revolutionary transparency between the sender and receiver. Transparency and communication are the two sides of the same coin and efficient last mile delivery is impossible without effective communication. This adds another layer to customer satisfaction in last mile deliveries as this empowers stakeholders to find out what they need to know.

Jungleworks is currently a leading technology provider for starting up the last mile delivery business. With new offerings of connected IoT devices for real-time visibility, enabling customer and delivery agent chat for complete transparency integrated with the last mile delivery software suite. To know more about Jungleworks click here

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