CHICAGO–(BUSINESS WIRE)–The of FarEye conducted in June 2022 Last Mile Mandate Consumer Survey (Last Mile Consumer Survey) of approximately 1,000 US consumers found that 85% of consumers would stop shopping at a retailer after a poor delivery experience. In addition, as many as 88% of consumers abandon their online shopping cart when delivery conditions are poor, such as B. slow delivery or high cost. These results – despite the growth in e-commerce and home delivery and the steps retailers have taken to create better customer experiences – show that the way orders are delivered and returned needs to be fundamentally changed. to deliver a consistent, on-brand customer experience with every purchase. In response to these ongoing challenges, FarEye defined the Last Mile Mandate as a roadmap for a better delivery experience.
“These survey results once again validate that last-mile logistics must evolve to meet the ever-changing demands of consumers and solve the last-mile challenge,” said Judd Marcello, CMO of FarEye. “The last mile is only going to get more complicated, and we believe the last mile mandate is key to success for brands to keep consumers loyal in today’s experience economy.”
The consumers surveyed define a positive delivery experience as fast delivery (36%), low shipping costs (34%), delivery tracking/transparency (28%). Eighty-six percent of consumers do not want to wait longer than three days for a delivery and only 7% of consumers found the online returns process easy.
FarEye defines the Last Mile Mandate as the core principles brands must adhere to in order to master the last mile. Brands must:
-
dramatically simplify the most complicated aspects of delivery logistics
-
Improve customer satisfaction and loyalty by providing unique, on-brand customer experiences and ensuring on-time, accurate deliveries
-
develop new, differentiated offers that reflect the dynamic purchasing behavior of consumers
-
continuously reduce the environmental impact of deliveries
The Last Mile Mandate aims to solve the challenges that brands have been grappling with for years, with the help of last-mile logistics technologies such as: B. Real-time visibility, orchestration of delivery, customer experience, business process management and sustainability.
“Last mile delivery is the most complicated and costly part of the delivery journey. Simplifying complexity and reducing logistics risk are priorities for every brand. The first rule of the last mile is to provide a superior customer experience, and brands that follow the mandate will not only achieve this goal, but also drive efficiency and growth, ultimately turning the delivery experience into a competitive advantage,” adds Added Marcello.
FarEye has created a new eBook and LinkedIn Live series explaining the Last Mile Mandate. The program, titled “Special Delivery with FarEye,” begins July 28 at 10:00 a.m. ET, is sponsored by Let’s Talk Supply Chain and hosted by Judd Marcello.
Information on the Last Mile Mandate:
-
Learn more about the results of the Last Mile Mandate Consumer Survey in this blog.
-
To download the eBook, click here.
Über FarEye
The “Intelligent Delivery” platform from FarEye turns deliveries into a competitive advantage. Retailers, e-commerce providers and logistics service providers use FarEye’s unique combination of orchestration, real-time visibility and customer experiences to simplify complex last-mile logistics. The FarEye platform offers companies the opportunity to increase customer retention and satisfaction, reduce costs and improve operational efficiencies. FarEye has more than 150 customers in 30 countries and five offices around the world. FarEye, the number one choice for the last mile.
The source language in which the original text is published is the official and authorized version. Translations will be included for a better understanding. Only the language version that was originally published is legally valid. Therefore, compare translations with the original language version of the publication.
–
