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Customer Satisfaction in Last Mile Deliveries

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The importance, trends, methodologies and best practices to ensure customer satisfaction in last mile deliveries

Published in: Retail
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Customer Satisfaction in Last Mile Deliveries

  1. 1. Aumentando la Satisfacción del Cliente en las Entregas de Última Milla White Paper Customer Satisfaction In Last Mile Deliveries White Paper
  2. 2. Alan Gershenhorn, UPS, Executive VP and Chief Commercial Officer "Beetrack has allowed us to greatly improve the positive perception of our customers about the quality of our dispatch service.“ Andrés Carlin, Supply chain manager RIPLEY Peru "Consumers demand more from their package delivery experience, and today's online shopper expects us to respond by creating solutions that are convenient for them," Alan Gershenhorn, UPS, Executive VP and Chief Commercial Officer. The importance of last mile customer satisfaction • Key to customer satisfaction • Competitive differentiator • Drives sales • Enhances customer loyalty and referrals
  3. 3. Key Points • Understanding Customer Loyalty • Reduce Client Churn • Understand how the delivery service affects the customer experience • Enhance Sales • Create a good Brand reputation 95% Of shoppers wouldn’t shop with retailers again if they failed to deliver “Home deliveries are the only physical touchpoints between an ecommerce company and its customer…This is a unique opportunity to make a difference” Sebastian Ojeda, Co-founder and CEO Beetrack The trends  Same day deliveries  Real-time shipment information for customers  Drivers as main physical “customer experience” channel  Resolve issues in delivery processes before impacting client perception
  4. 4. Aumentando la Satisfacción del Cliente en las Entregas de Última Milla White Paper DOWNLOAD WHITE PAPER Chile: +56 2 2405 4015 Mexico: +52 55 8421 2800 USA: +1 888 268 8114 Mexico: +52 55 8421 2800 Customer Satisfaction In Last Mile Deliveries White Paper

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