Customer Experience of Delivery – Key Takeaways

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    • #1738
      Frankie Shand
      Participant

      Below are the key takeaways from our Customer Experience of Delivery session at day 1 of Focus on Fulfilment:

      – Customer experience and challenges differ greatly between sectors!
      – Delivery options like click and collect, lockers, same day, returns in store and curb side pickup are becoming more and more popular.
      – Sustainability is a key factor to consider for customer experience in delivery, and there is no quick resolution for this!
      – Many realise that they need to review their customer communications to improve customer experience.
      – Customer expectations have increased and changed since we have come out of COVID.
      – You need to be upfront and honest with your customer, the majority are happy for standard delivery and the cost-effective delivery.
      – With pre-ordered items, it is vital that communications with customers remain frequent to increase consumer confidence.

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