Marc Gorlin on Retail Remix
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Episode 21

Will “On-The-Way” Delivery Shake Up The Fulfillment Space?

Featuring: Marc Gorlin, Roadie

Retailers have bolstered their delivery and fulfillment offerings to cater to an increasingly demanding consumer. While speed is critical, retailers also need to think about how efficient and profitable these fulfillment offerings are. Not to mention the fact that organizations are being held more accountable for their environmental and sustainability initiatives. The fulfillment puzzle is becoming incredibly complicated to solve, but Roadie has a mission: to make “on-the-way” delivery an efficient, effective and more environmentally friendly option for brands and consumers. Marc Gorlin, Founder and CEO of Roadie shares:

  • His take on the trends and challenges of fulfillment;
  • What “on-the-way” delivery means and how it can benefit retailers and consumers;
  • The future of the gig economy; and
  • What retailers should consider as they invest in their fulfillment experiences.

And i think traditional hub and spoke
delivery carriers
they are built for the efficiency but
they lack the speed and flexibility
to respond to like changing conditions
of a volatile world of omni-channel
retail which just got turned on its head
when the pandemic hit
by tapping into the people already on
the road you wind up getting just a more
sustainable scalable
and variable cost delivery force that
can handle
flexing pressures
you’re listening to retail remix your
inside access to candid conversations
with the people shaping retail’s future
here’s your host alicia esposito
hey everyone alicia here and we’ve got
last mile and fulfillment themed podcast
for you today
it has been such a huge topic for the
industry and
and frankly such an inspiring one
because i know
just based on our experiences covering
fulfillment space it is largely being
considered just the nuts and bolts of
not largely covered not a lot of glitz
that’s for sure
and we’re really seeing it come to the
forefront as a way for
brands to better serve customers so i
was thrilled to sit down recently with
mark gorlin who is the
founder of roadie and they’re a part of
this crowd crowd-sourced delivery
movement and he has so many great
perspectives of
how retailers should be looking at the
delivery experience
how this notion of optionality
will impact customer behaviors and
ultimately retailer strategies
and has had a lot of great conversations
with brands and retailers of all sizes
around how they will have to
adapt in light of new realities so
mark is a seasoned entrepreneur and
company co-founder knows a lot about
business and frankly now a lot about
retail so
get ready for some some great takeaways
mark thanks so much for taking the time
out your company sounds fascinating a
lot of trends to talk about so really
excited to have you on the show
thank you for having me here i’m really
excited to be here yeah so to kick off
the conversation let’s
start at the beginning why don’t you
tell our listeners a little bit about
and uh most of all a little bit about
roadie sure
so i’m uh i’m a i guess a serial
entrepreneur as you would say this is my
fifth company so
i’m either getting good at these or i
can’t keep a job one of the two
and and rohde is a crowdsource on-demand
delivery service it’s taking you and me
and all the people out in the world and
become a delivery driver so we work with
consumers and small businesses and
national companies
in virtually any industry that you could
think of there’s over 150 000 drivers
across the country
we’ve been in more than 13 000 cities
and towns and our footprint covers
nearly 90 percent of the us it’s one of
the largest same-day footprints in the
nation even bigger than amazon private
and basically it works by connecting
people or businesses with stuff to send
with people who are already heading in
the right direction that’s
why we call it the on the way model it’s
based on the fact like you me
and 250 million other passenger vehicles
hit the road
every day with more than 4 billion cubic
feet of excess capacity
and i mean it’s just wasted space we’re
driving to work school vacation or just
running errands
and roadie puts that wasted space to use
the company was built upon the idea like
what would happen if we could utilize
some of that space and that’s how we
came up with the idea
as well as a relatively entertaining
story from when i was in florida and had
some broken tile i need to get from
point a to point b
and that’s what made me think of the
idea yeah i love it so how does this
to the players in
the gig economy right like looking at it
through the lens of
the insta cards the ubers i mean
obviously playing in different
industries but i’m fascinating to learn
more about
how you get people involved in roadies
missions and ultimately
get them to play a role in
this delivery process so you can kind of
maximize that capacity that you’re
talking about
yeah so i mean the nature of roadies on
the way models that they’re regular
folks so they might be customers
shopping in a store or
employees coming to or leaving from work
you know the woman buying a starbucks
down the street of the guy at the jiffy
loop just regular folks and they’re
looking to make a few bucks without
running errands
or they have free time literally for
going where they were going anyway you
know you’re leaving the home depot and
you’re heading home and somebody needs a
three house is over and you get paid
basically to go home
we do have drivers that are very
episodic and some that create a side
hustle so
but it’s different than i guess more the
uber and lyft drivers
in a few ways i mean a lot of folks on
those platforms are really
looking at replacing or probably getting
a lot of their income from those
we are a side hustle we supplement that
regular income we
we support them with flexibility
and information to know like what
deliveries they’re gonna do so they can
choose their time wisely
so on other platforms think about it if
you’re in an uber and you’re and i’m
your driver
i’m just gonna find out that that i’m
gonna be winding up taking alicia to
this place and when you get in the car
that’s where i have to take you
there’s no real choice in the matter
with roadie
you know you’re going to see okay it is
a drill it’s coming from this home depot
it needs to go to this location needs to
be there by this time and here’s what
you’re going to get paid
there’s a lot of transparency that let
drivers really pick what is working for
them and allows it to be more of an on
the way model
than just a crowdsource model but we’re
kind of told what to do
all the time interesting so there’s a
more data at the hands of the people
doing the driving it’s not just
order taking which which i find
fascinating so i’m curious just given
depth of this experience the flexibility
the ability to get more coverage i mean
that’s that’s a lot of value
for brands and retailers right and and
you you shared earlier what what that
spread looks like from a customer based
perspective i’m curious what kind
of shift you’ve seen in
business interest right like did it
largely start with
smaller companies and now it’s spanning
into big ones
mainly i guess i’m trying to understand
the shift in priority
among brands like looking at last mile
right because i feel like
over the past few months especially that
this topic has really
come to the forefront but i mean i’m
curious to hear how the conversations
with your prospects
your customers have changed like the
companies involved there
sure so it seems like there’s two
questions in there sort of who are we
working with from a retail perspective
and then how has what’s happened around
changed enhanced you know and varied the
conversations from one thing
yeah so the customer mix for us is a
blend of large enterprises like home
depot walmart tractor supply
michaels and smbs they might be
neighborhood markets bakeries florist
and these customers are looking to
figure out what the next
generation of customer experience is for
them everybody is seeing what amazon’s
done where you can get your stuff in
you know in two weeks two hours two days
you have that optionality there’s no
reason that other big enterprises or
smb should be able to have the same
level of service for their
their end customers so it might be auto
from a repair shop it might be groceries
from a small grocer to a family of four
i mean we’re trying to help everybody
within these segments create that
as far as what sort of happened in the
past i mean
delivery has been off the chain since uh
since covet started and it’s because i
mean for once
you don’t even have to tell people about
the capability they can’t go out so they
if they can’t come to the store
you need to figure out very quickly how
to bring the store to the customer
now a little bit easier for the folks
that have been ahead of this
and had already set up some sort of buy
online pickup in store by online deliver
from store
for those retailers we saw just a huge
of geographies and of size sets that we
might be taking out so
you look at a home depot where we were
in 700 ish stores and we’re now in
double that
and that was in in a manner of weeks
tractor supply company which focuses you
know on
farm and feed and so forth for folks in
pretty rural communities around the
but there’s still people going here and
there in those communities we were in
around 400 stores prior to covid
and they made the decision they wanted
to launch their entire network of stores
so 1863 stores they’re the largest
retailer that has
uh same-day delivery in the country at
every single one of their stores they
did not
cherry pick so we’ve just seen a huge
growth in demand now people who did not
have this set up
are either still sort of fumbling with
their hands or there’s those that moved
really quickly you look somebody like
michael’s that got out there and
within one week we had them set up doing
same-day deliveries
on the platform which is in dealing with
large organizations incredibly fast
it’s really removed a lot everything
that’s gone on has really
forced the issue and removed a lot of
the bureaucratic red tape that often
might take months if not years to get
decisions made to
implement something so important right
yeah i was going to ask
like how those those success stories
those rapid rollouts i mean one week
rollout is
pretty incredible for a brand of
michael’s stature and the heritage and
like you said the red tape there which
is an ongoing challenge that we’ve been
on retail touch points i think for years
now i’m curious to hear how these
success stories these applications you
know may
lead to a shift in the types of
conversations you have
or maybe having already with retailers
moving forward
like because you know that this is
possible i mean does that kind of
you to have these more thoughtful and i
pointed conversations with retailers
around what they should or or should not
be doing as far as you know their
fulfillment experience
goes yeah i mean for those that didn’t
have it in place they are rushing to get
in place because it’s kind of like if
you didn’t have it up front
fine nobody knew this was coming but if
it comes the second time
shame on you you should have known after
what we have just gone through that you
need to have this in place i mean
it’s clear to see what long-term effects
are going to be but
i mean it’s difficult to see what the
long-term effects are going to be but
the short-term effects are pretty clear
you know you’ve got stress and
disruption and lost revenue
take an auto parts supplier you can’t
get a park to a shop quickly it takes
longer for that shop to turn around and
repair and get it back to its owner the
ripple effects can be
felt from points of delay all the way to
end customers that happens whether
you’re sending out a drill or anything
so if you can get stuff out of the
stores especially now where a lot of
stores are limiting the number of people
coming in
a lot of retailers now want to reduce
footsteps to be able to get
more folks in now opportunities are
we do have folks are coming to us in a
more consultative fashion like how
should we roll
this out what time should same day cut
off speed what size
categories what is the best way to roll
out this product is it to you know
get it to perfection and get it out or
should we start with something scrappy
and small which is always the right
answer i mean the enemy of perfect is
so and what they’re learning about
crowdsource which everybody was sort of
afraid of like some rando’s gonna show
up and
grab my product and take it to my
customer i mean
that was a hard sell a little while ago
now they’re seeing a distributed
workforce can flex up and down based on
i mean and you can see that i mean
you’ve never seen it like you had during
covet i mean there’s people that might
have sent us
seven or eight hundred gigs a day that
all of a sudden we’re setting as
eighteen thousand
i mean that is not something even in
business school that you can write a
business case around
and i think traditional hub and spoke
delivery carriers they are built for the
efficiency but they lack the speed and
to respond to like changing conditions
of a volatile world of omni-channel
retail which just got turned on its head
when the pandemic hit
so by tapping into the people already on
the road you wind up getting just a more
sustainable scalable
and variable cost delivery force that
can handle
flexing pressures that show up yeah
that’s very interesting and i think
the current situation really put a
on the retailers that were kind of
these alternative fulfillment offerings
right really calling out this this
gaping hole so to speak in their
in their strategy but i i also feel like
were retailers that were doing you know
flexible fulfillment omni fulfillment
trying more delivery speeds you know
really trying to broaden out what their
fulfillment strategy looked like
but still there were pitfalls right or
shortcomings you know
they were trying to check the boxes but
there were still flaws in the experience
so i have to ask you because you’ve had
so many conversations with brands and
retailers of all sizes
i mean where do you think most of the
challenges fell like was it largely
that just didn’t have the number of
options was it going back to that speed
and flexibility point that you just
i guess i’m trying to get a feel for
like what what the higher level
pain points were or have been for
retailers in terms of
their fulfillment and last smile
and i mean if those have changed now in
light of everything that’s going on
please please feel free to say so i
really my goal is to call out like what
where are the areas of
opportunity where are the areas of
improvement that we need to
zero in on and talk through a bit more
absolutely i mean well
it’s a couple things so internally for
the retailers i mean
knowing where your inventory is is
important if you’re just fulfilling
everybody that’s in
the town you’re in atlanta for me then
you have a certain level of inventory
you have if you start doing ship from
store from that store if you also start
having buy online pickup from store and
then you start doing delivery
you’re serving a lot more people out of
that store
and needing the inventory than you would
before so trying to get
your inventory management up to speed
where it can keep up with those high
replenishment items that need to go out
and then making sure like operationally
are you set up how long does it take for
you to pick an item
i mean those are things that i think got
better over covid when people
knew they needed to get better at it but
they also didn’t have
as many people in stores to deal with to
make it work
the thing i’ve seen and it’s going to
sound so simple alicia to get
this up and running from a consumer
perspective is to tell them about it
and to tell them about it in a couple
ways and this is what has been
really hard for folks to get around is
like you need to send out the emails you
need to put it on your website front and
you need to make sure it is in the
shopping cart you’ve got cards in the
store to tell
people about because the thing is think
about it if you go to a website and you
want to buy something
and you need it delivered same day if
you don’t see that a same day delivery
option is there until you get to the
you’d have already left you would go get
your drill at amazon or somewhere else
where you know you can get it within
that same day if you didn’t know the
capability exists you are not going to
all the way through the process and be
able to
get the item because you’re already gone
you don’t even think it exists there
so highlighting that on the front of
consumer retail sites
i cannot tell you how important that is
and for some reason how difficult it is
sometimes to get
done because you’re just i mean a lot of
these retailers are having to do a
wholesale change of their back end they
never thought of
all their stores as being mini
fulfillment centers
but when they get around to that and
they think about it that way
that is your big advantage over the
amazons of the world you’ve got a ground
game that they
can’t beat if you’ve got stores in all
these locations so close to your
customers you’ve got the product
already next to them take advantage of
that opportunity to beat amazon in its
own game
and i’m glad you brought up you know
what what the customer experience is
obviously getting that product
as quickly as you want is a huge benefit
but one of the things that that really
stands out
from a pain point perspective you know
based on our research
is retailers ability to
keep customers in the know around where
a product is
the progress for getting that item
fulfilled you know when it’s anticipated
expected to
arrive at their doorstep or if it’s
available in store like
there’s just a communication gap there
so how does roadie try
to address that or at least try to
you know bridge that communication gap
give customers the context as well as
the people fulfilling the order right i
it’s all data that needs to be shared
across so i mean what do you guys see
from that perspective and how do you
guys try to navigate
that to give customers a better
experience you try to give them
transparency and you’re absolutely right
in a lot of retail situations even when
you’re buying really high-end stuff
the communication on when it’s going to
get there and how long it takes
is poor it’s not very good take for
example you know you buy some
you go somewhere and you buy some big
kitchen remodel or whatever
you’re hardly communicated with you need
to know when everything’s gonna come in
you don’t know
but take another example take domino’s
pizza you order your pizza
and the kitchen remodel say is fifteen
thousand you’re ordering a domino’s
pizza for fifteen dollars
they’re so advanced technologically you
know when the guy is putting the
pepperoni on it
you know and it’s going into the oven
when it’s come out and being checked
and when your driver whose name they
will provide you is on his way to your
house to deliver you this delicious
pizza that you’ve literally
played a part in its entire journey for
so everything you can do to provide
updates during that journey is better
for your end customers and it’s also
better for you as a retailer because
you’re not getting a bunch of inbound
calls that you could have otherwise
preemptively handled
so with roadie’s platform when
deliveries go out from retailers that
want it or don’t have their own system
they’ll get a text or an email where
they can click on it and they can
watch their driver go down the street
all the way to their house know where
they are how long it’s going to take
them to get there
on every gig so it answers the big
question that most people have
when they call into a customer service
line costing you more money which is
where’s my stuff when’s it going to be
i mean that’s 80 90 of the calls and you
can sort of remove those by just
preemptively giving them the information
that they want
excellent and then my next question
around the customer side
is obviously a value driver or
an increasingly critical value driver
for shoppers
is sustainability i mean i feel like in
this current time sometimes ease and
you know trumps that sustainable
component but
i do think it is becoming a more
critical part of the conversation
i feel like now shoppers are almost
thinking a bit more critically around
okay what are the implications of me
asking for
same day or next day delivery who has to
fulfill the order
you know how much energy is being spent
to get this product to my doorstep is it
needed enough for me to put those
resources towards that
you know may not be the majority of
consumers but i think i think it’s
starting to bubble up
more so would love your take around
retailers priorities around
sustainability are those kind of taking
a backseat has that
become kind of a added perk but not
necessarily the primary reason
for for retailers to embrace on the way
delivery i mean just trying to get a
feel for
how retailers are prioritizing the
sustainable component of your business
at all it doesn’t come up as much as you
might think it would but it does
probably come up i would say
15 of the time there are those retailers
that ask about it in sort of the early
calls and you know you have to dig
through and see whether it’s just a box
being checked or not but
we love the conversation because in
essence what rhodey does
if you’re going from point a to point b
and you need to deliver something to
point c
your cost went from the cost of point a
to point b to the frictional cost of
instead of going to c
just going to be instead and it actually
it makes it act almost like a public
utility or this sort of natural resource
of where everybody’s going
so if you look out your window and you
see all the cars driving
imagine if they were taking stuff to
people on trips they were already taking
way more efficient any way you look at
it than
simply putting another truck on the road
with something else in it
so we’re working in the future on how to
measure that what is that impact it’s
something that’s
quite hard to do and to measure but
we’re looking at it just because
the whole on the way model i mean that’s
that’s sort of
in our dna where we came from is trying
to take advantage of capacity that’s
already going in a direction which by
definitions can be more sustainable than
a net new truck on the road
yeah it’s definitely a very fascinating
space i think
you know a lot of brands were looking to
sustainability as a way to
just you know boost brand perception
maybe a little bit of shareholder value
like it was a huge topic i think a few
years ago and then it kind of
slowly started to trickle out so it’ll
be interesting to see
how the benefits of looking at
sustainability practices you know
finding a way to embed it and other
strategies so it’s you know a part of
the conversation but not necessarily
in its own bucket i don’t know i think i
think there are a lot of ways a lot of
for for brands take a closer look at
that so i guess we’ll see how that
conversation shakes out as we start to
look at the future right because i think
at this point retailers have been trying
to navigate the
uncertainty the volatility of this
current situation and as stores start to
it’s it’s more of a conversation around
how can we scale or how can we better
prepare i think you made reference to
this earlier
be better prepared for future instances
but also have
a model that’s consistent and scalable
every day so it’ll definitely be an
interesting conversation to
keep track of great so i think my next
question for you is around the bigger
picture so we talked a lot about
the fulfillment experience itself
getting products to consumers faster
in a sustainable way but you know a lot
of the problems that
we’ve been reporting on is kind of the
domino effect that started with some
supply chain glitches and issues would
love your take on this because you’re so
focused on
the fulfillment side but you know you
can’t fulfill an order that doesn’t get
to the store
so it again it kind of creates that that
chain effect that ultimately impacts
the customer so i mean what what has
your team
seen in these times specifically that
have maybe
led to some opportunities for
improvement or key areas that you think
retailers may need to focus on
moving forward yeah i mean you need to
be prepared as
brick and mortar retailers specifically
to be able to bring your store to the
customer when they can’t come to you
i mean that’s one of the biggest lessons
that’s that’s coming
and as i said before i mean the stress
and disruption that every retailer has
felt about it
i mean essentially is that lost revenue
that’s happening because people aren’t
in the stores or they don’t have their
supply chain set up where they can do
delivery from store they’ve tried to
call together a curbside thing but if
people are staying at home they don’t
really like that in their cars anyway
so you’ve seen it within the supply
chains go to any store that you see
and you know before coronavirus was here
it was over in china
and there’s still plenty of shelves in
any given store that you can’t find
certain items and
somewhat wiped out and there’s a point
that it’s beyond just sort of the pantry
stocking that people have done or the
it’s you know there was a shutdown over
there and it’s hard to get back over
there it’s hard for the economy to shut
down this long and supply chains
basically just not break down that’s why
the decisions going on right now are
just so
hard because you can’t have the supply
chains down for two or six months you’ll
see food supply chains and other things
that are
way more important than a shirt that we
want to get at our favorite brand store
to get out there i think what the brands
are trying to figure out is this happens
what tools do we have to get stuff to
and not just tools like roadie where we
can get things delivered almost anywhere
in the country for you same day next day
but also like internally like how are we
gonna accept those orders from customers
what technology do we need to have to be
able to
manage this so we may or may not have
right now or we may have but it needs
some work to get there
i think people are battening down the
hatches and making sure
that omni channel is is on the top of
the list we’ve heard a number of
retailers that
the priorities of doing this we’re going
to be next year and they’ve been moved
to third quarter of this year
we’ve heard a lot of that in phone calls
very interesting yeah we’ve been hearing
a lot in our conversations around
how the trends aren’t necessarily
it’s the pace at which those trends have
emerged and accelerated like that’s
been what has been tripping up so many
retailers right in fact
i think i read an article around how
this situation coveted is the great
right for for retail so to that ends
i mean beyond the critical conversation
supply chain fulfillment making sure
the products can get in customers hands
as quickly and
safely as possible what other trends do
you think
are central to this acceleration
conversation which capabilities are
really rising to the top as part of that
experience i think i think it is the
i mean it’s not just in the same day i
mean if you talk about
optionality and it’s
it’s like did you subscribe to netflix
do i subscribe to netflix
no like basically anything that has a
streaming capability
we’re there so all right so you remember
when netflix
started and they had they had the dvds
they came back
and a lot of people did that and they
stretched switched to streaming
and it didn’t take off i mean people
were not as
interested in it at that point in time
and then they started adding some of the
old shows like cheers and friends and
got some
new movies on there and then all of a
sudden you created the binge watcher
everybody wanted to netflix and chill
everybody was coming onto the platform
and trying to
be there but what they did is with this
content that created optionality that’s
something e-commerce retailers have
known for a long time
they’ll give a tedious ground and
they’ll give you between five or seven
days or they’ll give it to you overnight
or they’ll give it to you today
what brick and mortar retailers or
people with omni channel retail
strategies is needs to learn
what netflix and e-commerce providers
have known for a long time which is
you’ve got to give that optionality so
if your customer wants it
in a couple days that might be the case
if they need it in a couple hours
that’s fine they need an hour figure it
out there might be small percentages of
users that need these things
but you need to have the optionality
because the same person that might need
that one rare thing in one or two hours
is going to buy the bulk of it on
cheaper shipping options but might buy a
lot from you
but if they can’t get it from your brand
they’re gonna find somewhere else to get
so look at what optionality you have for
your customers and figure out like
how broad is the palette that you’re to
offer to them
and talk to them about it see what they
want i mean i have my own theories about
you know certain industries i mean we’re
heavy obviously with tractor supply and
home depot and to
do it yourself work and sort of farm but
i mean there’s things that you might
need real quick how often have you done
a home improvement project and
gone to home depot five times in a day
like you
don’t want to have to go back there for
that thing you certainly don’t want to
go there if your fingers stuck in a
leaky pipe
so um you know picking the industries
appropriately i’ve never needed a shirt
in two hours
same day would have been fine if i’ve
got an event or maybe a couple days
later so you know
but it’s good to have that optionality
yeah i guess it speaks to
the need for context in terms of
creating customer experiences or
customer journeys right because
there are obviously customer segments
and then you know it’s
oh we need to go deeper we need to get a
customer or buyer personas
but even then we’re complex people right
i mean it depends like you said the day
the situation
the need in that moment so i guess that
that whole concept of optionality goes
far beyond just that
fulfillment experience of course that
that last mile is
you know the the cherry on top so to
speak because it’s how quickly can i get
but i guess this whole concept can apply
all areas of the customer experience
whether it be marketing like you said
experience maybe even store service i
mean there’s probably a lot of layers to
what that means for for brands and
retailers so
that’s a great great concept right so
with that we’re at the top of our time
but you know looking at our whole
conversation where we covered a lot of
ground thanks for bearing with me and
going in all the directions i took you
in today
we’re in this time where we’re still
unsure of the long-standing impact of
certain trends you know there’s a lot of
data coming out around
consumer sentiment how that sentiment
trickles down into behaviors what
behaviors will have
staying power and which may go back to
what things may go back to the way they
were i mean it’s still kind of up in the
but would love your take because you’re
having so many conversations with
retailers i mean
obviously you’re a consumer yourself
what trends do you think will have
staying power and what words of advice
do you have for all the
executives listening right now that may
be trying to figure out
where they need to focus their time and
their efforts
right now sure so one consumer habits
are never going to be exactly the same
but the shift towards omni channel and
delivery is nothing new i mean amazon
laid out the groundwork for the
e-commerce revolution and set these
expectations for everybody across the
and other retailers have by and large
been playing catch-up
especially when it comes to delivery in
the last mile for big stuff inland stuff
we find that as consumers have been
forced to figure out
and experiment with home delivery for
items that they need out of necessity
you know we find that they’re adjusting
to it pretty fast and even like older
older demographics that may have never
tried instacart or never tried to you
know get the groceries online
never gone on in order this
their groceries to come to them
they’re doing it now because maybe
they’re in an age group or they’re
immunocompromised or otherwise at risk
didn’t need to get out and they’re
adjusting to it super fast
you know and if you think about it it’s
not really a new idea we used to have
visits from the milkman the iceman the
eggman all in the old days and stuff
that used to show up on our doorsteps
so in a way kind of what’s old is new
and home deliveries are returned to
roots as much as something new in modern
the biggest takeaway and probably the
most intuitive so don’t paint me with a
captain obvious cape is like once
consumers have experienced how easy home
delivery can be
they’re more likely to continue using it
i just talked to somebody i was like why
would i want to go to store and spend
the gasoline she goes yeah it’s gross i
don’t i
just stay home
sounds like my kind of person
so why not you know time is also
optional so why not make better use of
it and stay home and toss the ball with
your kids in the backyard instead
or practice that instrument i mean you
could spend more time doing what you
want to do
when you have this as an option and i
think as far as businesses go i think
businesses are already realizing their
advantages to crowdsourcing as i said
before in times like this a distributed
workforce is much
more powerful it comes with fewer points
of failure than having a fixed asset
and which means that ultimately
businesses are more resilient
and that resiliency is what a lot of
people missed out on through this
so they all need to figure out how to
get to their customers now whether it’s
e-commerce whether you’re taking phone
orders whether it’s you know
smoke signals or some other method to
figure out
how to take take orders from your
customers and you need to solve for the
challenges of the last mile
it’s smart to lay the groundwork for
delivery now because you never know
what’s going to wind up disrupting foot
traffic in your brick and mortar
location and what we’ve just gone
they should need no more examples great
well i mean it is just the reality of
the situation right i mean
this is going to be a very long
drawn-out recovery process some are
pointing to up to two years at this
just given the limitations of the stores
you know how many people are allowed at
given point in time even if people did
want to go to the stores there are
limitations still so it’s good to have
a more robust infrastructure to
not just support the business but to
support the customer so i think it’s
super appropriate that the last mile is
finally getting the attention it
deserves and one thing that might be
helpful is we’ve got
these guides that we give out to people
sort of how do you set up and what
questions you think about to set up
same day delivery whether you’re a small
business or you’re a big retailer
and what we found is that absent roadie
at all
like all the questions internally you
need to be thinking about regardless of
how you implement
delivery we’ve sort of gathered together
because we’ve seen it so much
so folks that need it are welcome to
reach out to me
it’s mg because we’ll send
you one of these and you can sort of
it’s not even the answers it’s the
questions you need to ask before you
figure out the best way to proceed to
get last mile delivery set up
love that thank you so much for opening
up that dialogue with our listeners and
giving them a chance to reach out to you
appreciate it hey thank you for having
me here it was a good time yeah this has
been fantastic and hopefully everyone
if you were for some reason uncertain
about whether
same day delivery was an option for you
or if you were looking for ways to
bolster that last mile
experience i think mark provided a lot
of fantastic insights so mark
again thanks so much and thanks everyone
out there for listening
take care now
thanks for listening to this episode of
retail remix be sure to subscribe so you
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keep mixing it up



Retail Remix

The rules of retail are constantly changing. Today, we're in an exciting new era where brands can differentiate through experience and use technology to connect with customers in new and exciting ways. Retail Remix is a new podcast series brought to you by Retail TouchPoints, the industry's leading source for news, insights and research for all things customer experience. Bi-monthly, we sit down with someone who is helping put a new spin on the retail experience. Hear from the top practitioners, analysts and innovators in retail, and see what new engagement opportunities await.

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