In recent years, the Last Mile has evolved from an operational concern to a core component of the customer experience. According to research, 73% of shoppers won’t return after a poor delivery experience, and the COVID-19 outbreak has exposed some gaping holes in many brands’ last mile experiences. Now more than ever, it’s important for brands to invest in last mile strategies and solutions to meet consumer expectations and maximize revenue opportunities.
Essential retailers have successfully pivoted to offer flexible fulfillment options, such as curbside pickup, while e-Commerce giants like Amazon are bolstering their workforce and partnerships to fulfill their delivery promises. These initiatives leave other retailers asking: How can we keep up? During this episode of Retail Remix, host Alicia Esposito sits down with Dan Eblagon, CMO of Bond, a company that helps brands optimize the last mile experience. They discuss:
- The long-term impact of curbside commerce;
- How operations, marketing and experience teams can collaborate on last mile initiatives; and
- Ways brands can surprise and delight customers through delivery and fulfillment.