Transparency is key
A recent study on the US home delivery market has concluded that retailers need to focus on providing a high degree of transparency if they want to ensure a strong customer experience. The report, produced by Retail Systems Research (RSR) and sponsored by Descartes, advised retailers looking to improve their home delivery performance: “The more consumers feel engaged in the process, the more comfortable they will be in ordering from you.
“Pre-delivery notifications are an excellent start, but any way that retailers can find to use delivery-related information to improve the home delivery experience will ultimately pay off in the end, whether that is in increasing confidence around narrow delivery windows, adding new delivery-related services, or heading off customer service calls before a consumer ever knows something has gone awry.”
Home Delivery: Retailers’ Brave New World – which, inter alia, looks at customers’ expectations on services such as free shipping and same day delivery, and how the industry is responding to this demand – was published in November and is available free of charge on the RSR website. Click here to download a copy.