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If you want to build a strong base of repeat customers, start by giving them a positive delivery experience. How important is delivery quality?
According to the Last-Mile Delivery: Customer Perception Report 2022, more than 76% of those surveyed said that an unacceptable delivery experience would strongly or somewhat affect their decision to order from the same company. The number rises by a generation with over 80% of Millennials and 86% of Gen Z shoppers indicating they would think twice about re-ordering after a single poor delivery experience.[i]
What makes a delivery experience positive versus negative? Here’s where it helps to step into your customers’ shoes and review the delivery experience from their perspective. What’s it like to be your customer, receiving a delivery of your product? Would you rather receive late delivery of an old box and mismatched labels OR a neat, well-labeled product—delivered on time—in appealing packaging with inserts to encourage future purchases?
Try these effective strategies to create a delivery experience that builds a solid base of loyal return customers and boosts your brand and profits.
Improve Your Delivery Transparency and Timing – “Timing is everything” can be an overused quote, but in terms of a customer’s delivery experience, timing truly is a critical factor. But just as critical is communicating delivery delays. A recent Shopify report indicates that if any package is delayed, and the consumer is not informed, 69.7% of shoppers would be less likely to shop with that retailer again.[ii] And 45% of customers actively search for businesses that clearly communicate delivery details.[iii]
The Last-Mile Delivery: Customer Perception Report 2022 emphasizes the importance of data in creating a positive last-mile delivery experience. According to CEO Lukas Kinigadner, whose company Anyline researched and produced the report, “To meet consumers’ fundamental expectations for reliability and visibility, retailers and last-mile delivery companies should improve data quality and traceability by adopting mobile-scanning technology to provide real-time updates to all parties. Accurate data capture will be key to helping businesses overcome last-mile delivery challenges, deliver peace of mind and strengthen the customer’s experience of that delivery.”[iv]
Brand and Relationship Builders – Incorporate these strategies for increasing your brand image and driving repeat business.
Deliver Your Story – One of the basics of successful branding is to share the story behind your business. Customers are more likely to remember and reorder from your company if you give them something to connect with and relate to. Some creative ways to deliver your story include:
Brand Your Business as Delivery Innovators – There is high demand for the control and visibility offered by emerging technologies. Brand your business as innovators who can provide customers with sleek, sophisticated delivery options like these:
Turn Around Bad Experiences – Sometimes a negative delivery experience is unavoidable, but one of the best ways to mitigate lasting damage is to transform a bad experience into a good one. Once again, it helps to view a negative delivery from the customer perspective. When you received a late or damaged delivery, was there something that turned it around for you?
If your business is interested in building a loyal customer base by providing the best delivery experience possible, (with the lowest Carrier costs to you), consider contacting a parcel and shipping consultant specialist at LJM Group. You’ll be able to explore the technology and support required to improve your delivery transparency, speed, and overall experience. Contact LJM at 631-844-9500 or email@example.com.
[i] Yahoo Finance, March 16, 2022, Visibility and Control Are Consumers’ Priorities for Last Mile Delivery, https://www.yahoo.com/now/visibility-control-consumers-priorities-last-130000746.html
[ii] Shopify, Future of Shipping and Logistics – https://www.shopify.com/research/future-of-commerce/future-of-shipping-and-logistics#:~:text=According%20to%20our%20research%2C%20free,That%20much%20hasn’t%20changed.
[iv] Businesswire, March 2022, Visibility and Control Are Consumers’ Priorities for Last Mile Delivery, https://www.businesswire.com/news/home/20220316005044/en/Visibility-and-Control-Are-Consumers%E2%80%99-Priorities-for-Last-Mile-Delivery-With-96-Indicating-a-Desire-for-GPS-Delivery-Tracking
[v] Businesswire, March 2022, Visibility and Control Are Consumers’ Priorities for Last Mile Delivery, https://www.businesswire.com/news/home/20220316005044/en/Visibility-and-Control-Are-Consumers%E2%80%99-Priorities-for-Last-Mile-Delivery-With-96-Indicating-a-Desire-for-GPS-Delivery-Tracking