Make The Last Mile Your First Priority

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.

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IG Rubicon 8.16.16

Source: Convey

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