Last updated: How to create the best delivery experience: 3 key factors

How to create the best delivery experience: 3 key factors


Listen to article

Download audio as MP3

Since the turn of the century, online shopping has taken the world by storm, and the recent pandemic has only amplified this trend. So much so, that last year over 27% of the entire world was an online shopper. This shift to e-commerce has put the spotlight on the delivery experience.

Delivery has become a customer experience priority. Long gone are the days of packaging a product and simply sending it on its way, trusting that it will find its destination in a week or two. Modern customers expect much more than that.

In the last few years, delivery has transformed from a means of product transportation into one of the fastest growing avenues for customer satisfaction. So, how can companies make the most of this opportunity?

The delivery experience: What matters to customers

When thinking of how you can improve your brand’s deliveries, put yourself into the mindset of a consumer; this shouldn’t be too challenging since you are likely an online consumer yourself. What do you value when it comes to receiving orders?

Here are the top qualities to focus on for stepping up your delivery game:
  1. Speed
  2. Open communication
  3. Personalization

Faster the better: Quick deliveries are best

In a world where we’ve become accustomed to instant gratification, delivery is no exception. Amazon has set a new standard for companies around the world by offering next-day or even same-day deliveries to customers.

Unfortunately, due to driver shortages worldwide, this might not be attainable for many companies. How can they stay competitive?

If your company is struggling to employ their own drivers, you may want to consider joining a delivery network. A delivery network is a third-party delivery platform that connects businesses to drivers to complete the last mile of their product deliveries. This type of network can help brands:

  • Complete same-day deliveries
  • Reach a greater volume of customers
  • Cover further distances
  • Save money by comparing various driver prices
  • Save time on deliveries

Goodbye sales clerk, hello delivery person!

Think of your delivery service as a sales clerk; their responsibilities can be similar in many ways. Just as you’d expect a sales clerk to have clear communication with a customer, you should expect your delivery service to do the same.

Customers are curious by nature and are buzzing with inquiries, such as:

  • Has my order been processed?
  • Where is my package currently located?
  • What is the ETA?

Newsflash: if you want your customers to have a good delivery experience, it’s best not to ignore these questions, even if you get hundreds a day. To save your business productivity time, integrate real-time delivery tracking and updates for your customers.

By enabling these, you can offer customers complete and up-to-date transparency on every step of their delivery, which 93% of customers say is important. You’ll be proactive, which boosts customer satisfaction, and also reduce the workload on your customer service agents.

Make it memorable: Personalized delivery

Now that you’ve covered the basics of a good customer delivery experience, it is time to make your mark. Try including a special note or some complimentary stickers- a little act of thoughtfulness can go a long way with customers!

If you’re looking for inspiration, check out #Smallbusinesstok videos on TikTok. While they may not be able to compete with big retailers in terms of speed and transparency, these videos showcase small brands that excel in personalization.

Customer loyalty and lasting impressions

Last impressions can be just as important as the first ones! Although your customer has already completed a purchase, having a quality product isn’t enough to keep their loyalty. Eighty-four percent of customers reported that they would not return to a retailer after one poor delivery experience.

Providing an exceptional delivery experience is one of the last chances you have as a company to make a good impression. Don’t waste it– step up your delivery game today!

Flexible. Agile. Future-proofed.
The power of hybrid, composable commerce is real.
Discover real-life examples of success HERE

Share this article


Search by Topic beginning with