Delivery optimisation from order to drop-off
Ecommerce, logistics & fulfilment whitepaper
Six strategies to ensure customer satisfaction +
Featuring insight from our experts, here is a preview of the whitepaper. You can continue reading, below by downloading the entire pdf.
Bumps in the road
Delivery Satisfaction: business sustenance
Six strategies for success
1: Bumps in the road
The optimisation of delivery processes presents a lucrative opportunity to maximise customer satisfaction. Achieving consistently successful, punctual deliveries, however, is a challenge. If you sell online, or work in logistics or fulfilment, you’re no doubt well aware of that.
Incorrect delivery details
Sometimes incorrect addresses are entered on online order form submissions. When that happens, it often results in failed deliveries. Even when postage details are correct, they can still cause issues during the last mile.
Lack of location accuracy
Typically, that’s because postcodes and addresses can fail to indicate with sufficient precision where an order needs to be delivered. When that’s the case, finding the correct place to deliver, even when the location of the delivery point is roughly indicted such as when a driver has the name of a house and the street it’s on, becomes time-consuming and success of delivery isn’t guaranteed.
That issue is especially prevalent in rural areas where postcodes can stretch beyond horizons and in dense urban areas where – unbeknown to delivery drivers – multiple addresses can share single delivery points. Postage rooms in large apartment blocks are a common case in point.
These issues are remediable, however, and their most effective fix is mercifully easy to implement. Specialist delivery location products can be installed on ecommerce websites where they’ll ensure all new orders have been assigned a deliverable address with a unique reference number and delivery point. Those same products can also be integrated with the navigation applications used by delivery drivers, which gives them the power to specify exact points of delivery, wherever they might be.
The dramatic reduction of undeliverable addresses combined with the identification of pinpoint accurate delivery locations results in a quicker, more efficient delivery service with vastly improved cost-effectiveness and the ability to produce consistent customer delivery satisfaction.
2: Delivery satisfaction: business sustenance
Online sales are on an upward trajectory. In each of the last 3 years, the volume of parcels delivered in the UK was close to four billion.
That ongoing shift has changed many aspects of the way products are sold and delivered. Some, however, remain unaltered; one of which is the critical importance of reputation.
Ecommerce customers demand efficient delivery
Online reviews have made the reputation of businesses more immediate, conspicuous and measurable than ever, and as 74% of online shoppers* consider delivery the most important aspect of online shopping customer experience, delivery satisfaction now often adjudicates whether customers review an ecommerce company favourably or negatively. Traditional word of mouth reputation still carries enormous weight, too. It’s worth noting that 82% of customers** who are satisfied with delivery will recommend the retailer from which they purchased to friends and family. Considering the extent of the influence delivery satisfaction bears on reputation, efficient delivery processes have never been so important
Logistics companies must satisfy their clients’ customers
The necessity to ensure customer delivery satisfaction is just as applicable to couriers, and logistics and fulfilment companies. Although the people to whom these types of business deliver aren’t usually those business’s own customers, they are the customers of the ecommerce companies to which they provide their services. They’d therefore be wise to keep those customers posting positive reviews where, when and however they possibly can. What’s more, if a courier, or a logistics or fulfilment company is known for the speed, efficiency, and high rate of success of their delivery services, then enquiries from new clients will continue stacking up in its inbox and existing clients will remain firmly on its books. If, on the other hand, its name becomes associated with anything less, it’s likely to find itself without many deliveries to make.
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3: Six Strategies for success
- Pinpoint the exact point of delivery
- Give yourself a head start
- Deliver to real destinations
- Focus on the last mile
- Stay a step ahead of change
- Invest wisely
4: In Conversation
Delivery expert Ben Ruhrmund gives the inside track on how Emapsite will help you achieve outstanding satisfaction to your customers.
Delivery optimisation from order to drop-off
Strategies to elevate your eCommerce and Logistics operations