WHITEPAPER

Aligning Transportation and Marketing Teams for a Standout Last-Mile CX

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Delivery is no longer just logistics. It's marketing.

When a delivery goes wrong, customers don't blame the carrier — they blame the brand. With 67% of shoppers reporting a delivery issue in a recent survey, and many losing trust or abandoning the retailer altogether, last-mile performance has become a shared responsibility across transportation, marketing and customer experience teams. 

This playbook shows how cross-functional collaboration — paired with the right delivery partner — turns the last mile from a logistics risk into a measurable driver of loyalty and revenue.

What You'll Learn

  • Why 82% of shippers say a better delivery experience directly improves repurchase rates and brand loyalty
  • How a positive last-mile experience alone makes customers 27% more likely to recommend a brand and 21% more likely to buy again
  • How to build a cross-functional team — spanning logistics, marketing and customer support — that aligns on the right last-mile KPIs
  • What to look for in a transportation partner capable of delivering both cost efficiency and a standout customer experience
Turn Delivery Into a Revenue Driver

Get the full playbook on aligning your teams and choosing the right partner to make last-mile delivery a competitive advantage.

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