Customer experience needs to sit at the forefront of any last-mile delivery strategy.
Now is the time when many retailers are finalizing their order fulfillment plans for the holiday season. While buyers will have already placed their bets on this year’s must-have items, logistics teams are busy beefing up warehouse storage to ensure there is room for seasonal inventory, and implementing improvements to the last-mile delivery process to make sure they can confidently meet peak demands.
Last-mile fulfillment is no longer simply the concern of the transport department tasked with driving down fuel costs and increasing first-time delivery. Every department needs to take responsibility for the customer getting the best service, particularly as it is the final, and in some cases only, direct contact a retailer will have with its customer. Getting this critical touchpoint wrong could damage the overall brand experience and ultimately have dire consequences for customer satisfaction and loyalty. Never is this truer than during the holiday season.