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In today’s highly competitive business environment, brand differentiation heavily rests on providing a superior customer-experience, making speedy last-mile deliveries all the more crucial. In recent years, the rise of e-commerce and increased technological innovation have placed the customer at the center of supply chains. Companies such as Amazon have significantly raised customers’ expectations on delivery times, making two-deliveries the norm and even providing one-day and same-day deliveries with greater frequency.
To understand the intricate relationship between last-mile and customer experience, Locus, in association with Indago’s parent company Adelante SCM, compiled the research report available below. It showcases the top priorities of leading supply chain and logistics executives in the last-mile space, evolving customer expectations, and the challenges and recommendations around providing a superior customer experience for the last-mile.
“Last-mile delivery is finally getting the attention it deserves. Since the delivery driver is the last person who touches the shipment before it reaches your customer it is important that they're representing your company in the same way your retail employees would. A bad delivery experience can sour a customer's perception of your brand,” said an executive from Indago’s research community.
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