Delivery has always been part of the order fulfillment process, but it’s only been in recent years that it has emerged from the shadows, from being a cost center and a back-end process to becoming a competitive differentiator and a key driver of customer experience. Everything can go perfect on the front end of the sales process, but a poor delivery experience can quickly negate it all. How do consumers feel about home delivery today? Why does delivery performance matter for retailers and delivery companies? What are delivery personas and how can retailers use them to improve customer loyalty and revenue? Those are some of the questions that Chris Jones, Executive Vice President, Industry and Services at Descartes Systems Group, addresses in this Talking Logistics episode, sharing insights from Descartes’ Second Annual Ecommerce and Home Delivery Consumer Sentiment Study.
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