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

Last-mile delivery has become an important part of the brand. It’s no longer simply a logistics issue but a concern for customer experience, marketing and revenue teams, too. If delivery to the doorstep doesn’t go well, customers will move on to a competitor. In a recent survey, about 20% of shoppers unhappy with a recent delivery said they had lost trust in the retailer and had not placed another order.

Retailers are turning that around by managing home delivery as a positive extension of their brand. One study found that customers are 27% more likely to recommend the brand if they’re pleased with how the last leg of delivery went. They’re also 21% more likely to buy again. In this playbook, you’ll learn how to improve last-mile delivery by:

• Understanding shoppers’ expectations for the last mile.
• Creating a cross-functional team to address those expectations.
• Choosing a strategic transportation partner aligned with your goals.

This playbook explores how a cross-functional team can iron out the kinks in delivery and boost your brand.