In retail, the "last mile" is becoming more crowded, more rushed, more expensive and an ever-more-critical contributor to a positive customer experience. Over the past 18 months, there has been a 50% increase in last mile services, with most of the demand coming from B2C e-Commerce. In addition to the growth of online sales, consumer demands are adding fuel to the competitive fire:
- 65% of consumers want greater flexibility for deliveries;
- 61% want faster deliveries; and
- 51% want real-time visibility into the status of their orders
This inaugural Retail TouchPoints Last Mile Benchmark Report provides a snapshot of the challenges retailers face in managing the last mile, and the innovative solutions they are using to keep pace with rising consumer expectations.