THE DELIVERY EXPERIENCE

THE DELIVERY EXPERIENCE
As e-commerce continues to grow, the need to manage consumer
expectations for parcel delivery becomes more critical than ever.
Consumers will no longer accept long waiting times, inaccurate
information and failed delivery attempts.
They are demanding flexible, transparent services and quickly –
essentially they want control of their deliveries on their terms.
Carriers therefore, need to discover ways to own the relationship and
enable consumer control, before they lose out to the plethora of
rising alternative delivery services in the market. Understanding the
unique requirements of this converging market and the complexity, in
comparison to previous delivery models geared towards business-tobusiness
(B2B) deliveries, is vital to meet this new world of delivery.
There is a growing concern that carriers and retailers do not
understand the needs of their consumer, in regards to home delivery
in particular, with 45% of consumers abandoning shopping carts due
to concerns with delivery. Blackbay’s latest research on the home
delivery market highlights the key needs of the consumer and
reinforces the need to truly understand the consumer in order to
meet expectations.
The consumer has moved from a relationship with a physical retailer
to an online retail entity, altering the buying dynamic, allowing online
retailers to build a very strong and knowledgeable relationship with
consumers.
However, the carrier is still held responsible for poor delivery
performance, regardless of the role the retailer plays in ensuring
information is available to the carrier for first time delivery.
Without a direct relationship with the end consumer, carriers cannot
change this trend or offer extra services. To rise to these challenges
means carriers need to respond by finding ways to own the
relationship and have face to face interactions with the consumer
without compromising first time delivery effectiveness, and impacting
the consumer’s lifestyle.
We have yet to see an industry approach to capturing insight on the
consumer, beyond just addresses, to personalise the delivery
experience not just for customer experience but for improved first
time delivery rates. Once we have that shared information on
preferences we can challenge the consumer to be accountable in
their role for successful delivery also.
Carriers to find out more on how your delivery operations can be
transformed to drive the new standard of delivery expected by
consumers visit www.blackbay.com.
For Retailers contact MeeMeep to learn how to create joyful delivery
Experiences – www.meemeep.com.