It’s a dog-eat-dog world out there. The big-player disruptors (you know who they are) have set lofty goalposts and acclimated consumers to a kind of good life they’ve happily claimed as the new norm. For businesses, last mile logistics marks the end of a transaction. However, much like the Olympic vault, the total sum of a company’s fulfillment efforts means little if they can’t stick the landing.
Customers want timely service (aka get it when they want it) and cost-effective delivery (aka free). Additionally, a significant part of the brand experience is reliability and communication. These last two sound like simple bars to set, and still so many businesses deliver to the wrong address or with delays and then provide poor communication regarding cause, status, and responsibility.
Considering how much of a cornerstone last mile logistics is to brand loyalty and profitability, why are so few getting it right – and what can be done about it.