Everything You Need to Know About Final-Mile Delivery
Since the pandemic, ecommerce sales have reached new heights. A recent ESET consumer survey found that 70% of Americans are doing more online shopping online due to the pandemic. Subsequently, with the boom in ecommerce comes an increased need for final-mile delivery services.
Final-mile delivery is the last part of the ecommerce supply chain: transporting items from a warehouse or transportation hub to their buyers at businesses or personal residences. Though commonly referred to as “final-mile” or “last-mile” delivery, the distance of this last step can span any number of miles.
Retailers often partner with third-party providers for final-mile services. If you are a customer buying an exercise bike online, the final-mile provider is who will show up on your doorstep with your delivery and install it in its correct location. If you are a business buying new equipment for your office, the final-mile carrier has the special equipment and installation experts to deliver, arrange and set up your equipment in your new office.
When it comes to ecommerce, final-mile delivery is key to customer satisfaction. Your final-mile provider is an extension of your business. They are who the customer sees arriving with their goods, so choosing the wrong partner can be detrimental to your sales.
So, what should you be looking for when choosing your final-mile carrier? When it comes to final-mile deliveries, customers are looking for these three qualities.
Speed
Final-mile delivery is the most time-consuming phase in a parcel’s journey to the buyer’s doorstep. However, with a growing demand for same-day shipping, customers are expecting faster final-mile delivery than ever.
Final-mile deliveries can involve a lot of last-minute challenges, including inclement weather and absent customers at the time of the deliveries. Your partner must be able to safely handle each issue as it arises without compromising efficiency.
Cost-Efficiency
An Arvato survey of 2,000 U.S. consumers found that 83% considered free delivery to be the most important factor when shopping online, and 54% of respondents said they have abandoned their online shopping carts before because they thought the cost of delivery was too expensive.
If your delivery charges do not provide the ultimate value, you may turn away customers quickly. This not only includes price, but also the other elements that enhance the overall customer experience. Because final-mile delivery comprises a majority of the overall shipping costs, you need to ensure that your customers will receive the best possible customer experience for the cost of your final-mile service.
Professionalism
As the world trends toward ecommerce, people are increasingly buying everything online and it’s important to have a partner who will uphold a standard of professionalism with all shipments, treating every item as if it were their own and every customer as the most valuable customer.
Final-mile deliveries can also work in conjunction with white glove services, requiring an additional level of professionalism and expertise. With white glove services, your final-mile carrier not only delivers your goods, but they can also unpack, assemble and install the items in their new spaces. The customer doesn’t have to lift a finger, and you will appreciate the confidence that professionals are treating your customers like they would their own, and handling any complications of the installation process.
Experts predict that this is only the beginning of a more permanent shift toward online shopping, and to keep your customers happy, you need a final-mile delivery partner you can count on for exceptional service. Learn how Armstrong Relocation – Raleigh can help you with your final-mile needs here, then give us a call today at 919.425.9853.
