Delivery and other post-sale interactions are increasingly vital to customer satisfaction and retention: a full 70% of consumers say they are unlikely to return after a poor delivery experience. That’s a big problem for retailers, since only 11% of shoppers cite delivery experience as a strength among retailers today.
There are ways to close this last-mile gap, according to this infographic from Convey. Personalization presents a big opportunity: 43% of shoppers say their delivery experience should be personalized based on their order and purchase history. But retailers will need to move quickly: 39% of consumers already expect a better experience if they’ve shopped with a retailer before.
Source: Convey
