An ultimate customer journey includes an ultimate delivery experience

You have a fantastic website with content that's spot on, a webshop that makes you want to buy everything, and a streamlined payment process that no one can fault. What else?

Dented and dinged van

After that perfect online experience, you certainly don't want your customer to be sorely disappointed when your product is delivered by a scruffy person in a dented and dinged van. With a bit of bad luck, it might even be late or damaged. Of course, you could opt for a partnership with a major player, but even then, you don't know if your customers will get the experience you envision, or if they'll receive their product with a smile and any necessary explanation.

More control over the delivery experience

As a startup, you don't have the budget of a Coolblue. Everyone understands that. But do realize that logistics is part of that amazing customer experience. That might sound like preaching to the choir, but fortunately, we're not alone in our view. GfK Research shows that a staggering 60% of consumers want more control over their delivery experience. The research reveals that it's no longer about how quickly you deliver the package, but that the package is delivered when the consumer wants to use it, and that you manage to surprise them during the delivery experience.

Think about your logistics from day one

Our advice is: think about your logistics from the very beginning so you don't end up helplessly watching everything go wrong later on. See logistics as an important part of that amazing customer experience. It's not something you just tack on; it deserves just as prominent a place as the online experience.

The delivery moment is sacred

What your customer experiences should be magical, and the delivery moment is sacred in that regard. Let them know what time you'll deliver the package. After all, if you've ordered a crate of groceries, you want to know what time you can start cooking. If you've bought a last-minute birthday gift for your child, you want to be sure you'll receive the package on time. And if a problem does arise, as a customer, you want to speak to someone who immediately understands the issue and resolves it for you. And as a supplier, you want to be the first to know about the problem so you can act appropriately. Because that's also part of an ultimate customer journey.

Are you eager to learn more?

In two weeks, we'll delve deeper into the delivery operation. Don't want to wait for the next blog but want to know everything now? Feel free to contact us via the contact form or call us at 030 – 7600 018.