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Customer Service at Its Best: Which Shipping Services Truly Care?

Fred Cook
,
Co-founder & President
—
December 15, 2025
Customer Service at Its Best: Which Shipping Services Truly Care?

The Last-Mile Retention Gap

In 2026, delivery quality is no longer a logistics checkbox—it is a brand-defining touchpoint. For e-commerce leaders, the "Last Mile" represents the greatest risk of Customer Lifetime Value (CLV) destruction. While legacy carriers maintain stable scores, tech-forward platforms have unlocked a "Reliability Dividend," proving that precise delivery is the ultimate engine for repeat purchases and margin protection.

At a Glance: The Delivery Performance Benchmark



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    About the Author

    Fred Cook

    Co-founder & President

    Fred Cook is the Co-founder and President of Veho. A serial entrepreneur with a career dedicated to logistics innovation, he previously served as the Founder and CEO of three technology companies in the transportation space, including OneMove (long-distance household goods) and Gondola (rideshare logistics). A graduate of Virginia Tech with both a BS in Engineering Science and Mechanics and an MS in Engineering Mechanics, Fred bridges the gap between complex engineering systems and customer-centric parcel delivery. He specializes in building high-integrity technology platforms that optimize last-mile logistics for modern e-commerce companies.

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