The last mile problem for retailers
As your business strategy adjusts to adapt to rising e-commerce demand, you develop an omnichannel fulfillment strategy to improve the shopping experience...
...and yet, 80% of your customers will not come back if the delivery experience was slow or lackluster.
Here's how it happens...
To compete with other online businesses, you ensure that your team gets orders done quickly.
You’ve optimized your marketing to send traffic to your website.
You’ve optimized your website to convert traffic to sales.
You’ve optimized your inventory to enable omnichannel fulfillment.
You’ve trained your warehouse and store staff to pick and pack orders under tight deadlines.
After all that work you only have the following options to choose from to ship the order:
3 days later...
You receive a complaint from your customer service department of how that package was lost, stolen, or broken and you lose their business for future orders.
...Traditional delivery providers are costing you valuable business, but so far, they’ve been the only viable option you have.
So what do you do now?
You don't really have any insight on that package, so you open a service ticket with the delivery provider...
- Monday
- Tuesday
- Wednesday
- Thursday
- Friday
- They start an internal investigation... Three days pass.
- They come back to you and tell you the package was delivered correctly. They have no proof to back it up.
- You have no choice but to accept that. You reimburse the customer.
- You're unhappy. Your customer's unhappy and probably not coming back. And your carrier is...indifferent.
Success
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