The modern consumer expects fast, trackable shipping at low or no cost. Choosing the right last-mile carrier is the best way to meet these expectations.
Inspirational speakers have long espoused the virtues of “going the extra mile,” but along the logistics journey, a more accurate depiction of success might be “going the last mile.” The last mile, which refers to the final stage in delivery from warehouse to customer, can be as costly as it is complicated.
When customers click the purchase button on your website, they are most likely not thinking about the hundreds or thousands of miles that product must travel, or the fact that oftentimes a different carrier (aka a last-mile carrier) is completely separate from the carrier who was responsible for the bulk of the delivery.
In an Amazon-dominated world where free two-day shipping has become free one-day shipping, and apps like Postmates and Instacart will delivering anything customers want, anytime they want, in an hour or less, the last mile is the key to customer satisfaction. It can make or break an e-commerce business and makes up as much as 53% of the total cost of shipping.
As customer expectations on fast shipping continue to rise, business owners must keep up to survive. Some entrepreneurs have even looked to innovations such as drones for last-mile delivery. Whatever method your business is considering, make sure you go with a carrier who understands the importance of the last mile. In this article, we will discuss these six qualities to look for in a last-mile carrier:
Customer service
Delivery window
Delivery options
Tracking
Coverage
Trusted employees
1. Customer Service
The last-mile carrier plays a customer service role. While the individual who delivers your product may not work for your company, the customer will associate this person — and everything that occurs with the package on the day of delivery — with your brand. That is why it is key to choose a last-mile carrier that views the service as a customer-facing role.
A last-mile carrier should offer friendliness and knowledge in addition to speed, efficiency and accuracy. Whether the person who delivers the item is handing it to the customer at their door, leaving it in the leasing office of an apartment complex, or placing it on a porch, the process must be centered around the customer’s preferences and comfort.
2. Delivery window
A delivery window benefits the customer and the business owner. A quality last-mile carrier promises a reasonable delivery window and sticks to it. Too much time spent delivering a shipment increases fuel costs and makes customers unhappy — both of which will cost your business money in the long run.
Your last-mile carrier must be responsible for delivering within the delivery window. If disruptions occur, the carrier must communicate the issue with support staff and the customer.
3. Delivery options
There are a growing number of delivery options designed to help with expeditated delivery requests and meet customer needs for customization and security. Gone are the days when a last-mile carrier would simply leave an item on a doormat. Today, a last-mile carrier should be prepared to deliver to front doors, lockers, local businesses that offer buy-online-pickup-in-store (BOPIS), and more. Choose a carrier who is versatile and attuned to changes in delivery options.
4. Tracking
Technology is key when it comes to last-mile logistics. Customers are used to apps such as Uber and DoorDash that allow them to track drivers and deliveries using real-time data. With up to 25% of customers willing to pay extra for same-day delivery, it is clear that failure to provide technology-driven tracking can play a role in making customers feel impatient and therefore less likely to order from your business again.
Tracking technology should allow for frequent updates and delivery time estimates. Customers may also want the option of requesting specific delivery times and changing the delivery location. Some customers may expect text messages or emails along the way as well. Using a last-mile carrier who provides excellent tracking technology also helps monitor traffic and routes.
5. Coverage
From the customer’s perspective, the last mile should be the easiest one — after all, the delivery is almost there. Business owners and carriers know that the last mile is the most complex one due to dense cities and rural addresses. Utilizing a last-mile carrier with adequate coverage is essential. The right carrier has several distribution centers in every state plus a team in every location.
6. Trusted employees
Before settling on a last-mile carrier, savvy e-commerce business owners know to ask questions about the employees who will actually be on the ground delivering shipments. It is important to know if a last-mile carrier uses an in-house team of well-trained employees or if they rely on a more freelance-based staff. The carrier must be backed by a team who can quite literally deliver on the promises made by the company.
Now that you know the qualities of a great last-mile carrier, contact Resource Logistics Group to find the solution that is best for your needs. Resource Logistics Group offers expert advice and a “roll up our sleeves” approach to ensuring that logistics management remains efficient and affordable while exceeding customer expectations.