INSIGHT 37
MAKE SURE DELIVERY IS NOT YOUR ACHILLES’ HEEL
Use this to identify and solve potential problems with the delivery part of your customer experience and make sure that your last leg is not your weakest link.
Often a customer’s experience with a delivery or service person at their home/office may be the only face-to-face experience that they have with your company. Therefore, that experience could determine the whole trajectory of their relationship with your business.
When it comes to retail deliveries, Angela O’Connell of MetaPack reckons49 that ‘customers are 59% less likely to order from a retailer again if they have a bad delivery experience’.
However, ‘delivery’ problems are not just related to retail deliveries. They expand ...
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