Great customer experience is where the money’s at
Designing an optimal customer experience from purchase to delivery is all about personalization, setting expectations at the outset, and effective communication, every time, for every ecommerce transaction
Point of Sale Interaction
Flex time-slots – Expectations setting and personalization
Creating a positive experience always start with expectations setting. In ecommerce logistics, this concept translates to letting consumers choose a delivery time as part of the purchase decision and the checkout process. But different customers have different needs. Some need expedite delivery, some want to minimize the time window of an attendant delivery, and others care only about the delivery cost. Offer a dynamic set of time-slots options to support both the convenience shopper and economical shopper
Demand shaping – Keep control of delivery costs
Agreeing on a delivery time requires a subtle negotiation that needs to consider the consumer wants and needs and the consumer choice’s cost and logistical implications. By bringing an understanding of your last-mile costs, available capacity, existing and projected demand to the checkout process, and combining it with the dynamic slots capability, smart logistics teams can incentivize consumers to make logistically-friendly choices and find an optimal balance between customer experience and delivery cost
Delivery Experience
Effective communication: delivering peace-of-mind
The online shopping experience is inherently different than buying in a brick and mortar store. Concerns and doubts regarding timely delivery between the online transaction and the time you hold the purchased item in your hand will negatively impact the customer experience.
By communicating effectively, you can turn the waiting game into an opportunity to build trust and reduce the number of failed deliveries.
Share real-time updates, geo-location, driver’s photo, and Estimated Time of Arrival (ETA), which is more accurate than the promised time window, and offer the opportunity to reschedule attendant deliveries if the recipient is not home.
Logistics CRM
There is a big difference between an address on a map and one’s building intercom.
Where do I park? What’s the name on the intercom? What is the right entrance to the building? Is there a concierge? What floor? Is there a staircase or an elevator?
By adopting a CRM strategy, logistics teams can keep track of their customers’ delivery preferences and unique needs, and provide their drivers with detailed delivery instructions. Moreover, by utilizing a platform that keeps learning, they are better equipped to improve the delivery experience continuously. We call it Logistics CRM.
Success Story
Re-inventing the Home Delivery Market.
Poste Italiane’s partnership with Milkman and its strategy for winning the e-commerce scenario. Find out how we did it by reading our case study
Milkman’s Last-mile delivery orchestration platform
Commerce and logistics integration at the point-of-sale is enabling dynamic choice of convenience and cost.
Deep business insights are driving better planning of last-mile logistics and transportation.
Effective communication based on the customer’s unique needs and preferences drives a better experience from purchase to delivery.