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Rapidly Evolving Factors That Makeup for a Delightful Customer Experience

Over the past couple of years, customer experience has rapidly evolved as a major competitive differentiator. It is one of the top priorities now for the line of business. A Forbes report highlighted that companies that lead in customer experience outperform laggards by nearly 80% and 84% of companies that work to improve their customer experience report an increase in their revenue. 

A good customer experience entails a lot of things going right. Things like inventory being available, orders being dispatched and reaching hubs at the right time, seamless last-mile execution, and finally, delivery executives handing over parcels at the exact time the customer was expecting it. It’s no cakewalk ensuring that all these checkboxes are ticked, but thanks to technological innovations it’s becoming easier by the day. But as technology evolves, so does customer demands and expectations. Driven by the need for instant gratification, customers today want to know what happens to an order once it’s placed. They want to know when will it be shipped, when was it dispatched, who is bringing it, on what day will it reach, and finally what’s the exact ETA of the delivery. Another complex part of customer expectation is that it’s not constant. It is changing, always. There is no one formula to ensure that a customer stays loyal. 

Just when eCommerce brands and home delivery aggregators were feeling complacent about informing customers where their orders are, in came the demand for real-time tracking, then ETA accuracy and now there is a growing need to ensure flexibility. Delivery flexibility is rapidly becoming a key component of a great delivery experience.

Savvy businesses are leveraging advanced last-mile delivery platforms to ensure flexibility of delivery operations with regards to customers. Such a platform ensures that customers can change delivery location and time based on their convenience, that too on the fly. This change in information is quickly captured by the platform and immediately workflows are updated. The delivery stakeholders are intimated about the change through real-time notifications.

According to a survey, when asked what delivery standards the industry should be striving to achieve in the future, 70% of consumers surveyed want more flexible options. But unfortunately, only 4% of retailers allow customers to make changes to their delivery requirements at any time after they have placed an order. The survey also highlighted that nearly a fifth of retailers offer customers absolutely no flexibility to their delivery requirements after an order has been placed. That’s sad and dangerous too as shifting loyalty is not a big task for customers and rightly so, everyone wants their brands to think about them, about their convenience. 

A major barrier to providing delivery flexibility can be attributed to legacy infrastructure and traditional means of managing delivery operations. These systems and processes lack interoperability. It becomes extremely difficult if not impossible to make legacy systems work in tandem. A last-mile delivery platform seamlessly connects disparate systems like WMS, OMS, TMS, 3PL tools, and makes them highly responsive and interoperable. In other words, such a platform has inbuilt connectors that ensure seamless integration between logistics architecture. Such a connected IT-ecosystem empowers delivery stakeholders to instantly make changes in workflows, gain end-to-end visibility of ground-level operations, make decisions faster, boost customer visibility, predict delays better, and more.

Now, with the ongoing COVID-19 pandemic and social distancing norms in place, the rules of delivery have changed further. Ensuring customer safety is a big part of providing a good delivery experience. Again, a last-mile delivery platform is of immense help here. It ensures highly efficient ‘contactless deliveries.’ It allows delivery executives to deliver food, grocery, medicines, and other essentials without getting into any kind of physical contact. It empowers home delivery providers to regularly execute temperature checks and share this critical information with customers. This boosts delivery transparency and hence customer loyalty.

FarEye is empowering global brands to introduce processes and strategies that guarantee highly flexible delivery models. It’s also helping businesses make deliveries safe during these difficult times. To know more signup for a quick demo here.