“These survey results reinforce the importance of last-mile delivery logistics to meet ever-changing consumer needs and address the last-mile challenge,” said Jude Marcelo, CMO, FarEye. “The last mile will be more complicated.”
Surveyed consumers describe a positive delivery experience as faster delivery (36%), lower shipping costs (34%), and delivery tracking/visibility (28%). 86% prefer to wait more than three days for delivery and only 7% felt the online returns process was an easy experience.
FarEye has developed the Last Mile Mandate, a set of key principles that brands should follow to conquer the last mile.
These include: dramatically simplifying the most complex aspects of supply chain logistics; Improve customer satisfaction and loyalty by providing unique brand-name consumer experiences and ensuring on-time, accurate deliveries.
Create new, differentiated offerings that reflect changing consumer buying behaviors; Continually reduce the environmental impact of delivery.
“Last mile delivery is the most complex and costly part of the delivery journey. Simplifying complexity and simplifying logistics is a priority for every brand,” says Marcelo.
“The first rule of the last mile is to deliver a superior customer experience and brands that adhere to that mandate will not only achieve this, but drive efficiency and growth, ultimately transforming the delivery experience into a competitive edge.”
