You work hard to gain your customer’s trust and create brand loyalty. Your business is built around providing a valued customer experience. And when your product (and
business) is in the hands of a delivery provider, the customer’s experience must be consistent. Your delivery provider should work just as hard as your business to ensure they’re helping to build loyalty, enhance your brand’s reputation and (most importantly) keep your customers happy.
As more businesses choose a digital address, rather than an actual location, customers today have significantly less face-to-face interaction with brands. This makes it harder to provide a personalized and controlled experience for each customer. There are many features beyond a brand’s core product that could make-or-break a customer experience. The one that stands out is the delivery of your product, with 74% of shoppers reporting delivery as important to the overall shopping experience.1 In many e-commerce transactions, the delivery is the only physical touchpoint with your customer – and that leaves a longstanding impression in itself. But this isn’t the only reason it’s a pinnacle part of the buyer journey. You might send out post-delivery communications – such as a review or a thank you email – but your last guaranteed customer interaction is often the last-mile of delivery. By executing the last-mile exceptionally well, you’re likely to successfully close the loop on the buyer’s journey and secure brand loyalty.
The last-mile isn’t the only factor that a delivery provider can account for, there is a lot of work behind-the-scenes that plays a large part in the overall customer journey. Your delivery provider can assist with key elements of conversion such as available products, accurate purchase information, customizable shipment options and positive reviews. And once a visitor converts, you’re one step closer to building brand loyalty and elevating your brand’s reputation.
In short, your provider delivers more than just your products – a delivery provider is an extension of your brand.
In this eBook, we look into the ways delivery providers can have a positive impact throughout aspects of your business.
- Creating a productive and reliable supply chain to benefit your output.
- Flexible logistics operations that meet changing consumer demand.
- Providing a personalized last-mile for your customers.