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This blog post was written in collaboration with velOzity.
The link between last mile delivery and customer loyalty
In today’s rapidly changing market, traditional loyalty programs alone may not be enough to keep customers engaged. Genuine loyalty emerges from meaningful experiences and thoughtful interactions across the entire customer journey, with last mile delivery playing a pivotal role.
Customer Delight Reimagined
Customer delight isn’t just about providing good service; it’s about fostering joy and appreciation. This can be achieved by enhancing the delivery experience to resonate emotionally with customers, thereby building long-term connections and trust.
velOzity: Our Approach to Customer Delight
The Cookie Diet, known for its focus on healthier snacking, has partnered with velOzity to redefine its customer experience. The standout isn't just the cookies but the delivery itself. Through velOzity’s crowdsourced last-mile model, The Cookie Diet has integrated same-day fulfilment and delivery, ensuring customers receive their orders faster and fresher. Each delivery goes beyond the standard with features like real-time tracking and a personalised, handwritten note: "Your purchase is an extension of yourself! Every order supports the local community and promotes low carbon emissions."
This thoughtful touch not only delivers convenience but also aligns the brand's values with those of the customers, creating a sense of partnership and shared purpose that goes beyond the transactional.
Shippit: Making Delivery a Loyalty Driver
At Shippit, we believe that the future of customer loyalty lies in how brands approach the last mile. Delivery excellence isn't just a logistical challenge; it's an opportunity to make every touchpoint meaningful and to turn one off shoppers into lifelong customers. By combining seamless logistics with real-time tracking visibility and return flexibility, brands can turn delivery into a memorable and loyalty-driving experience.
How to Foster Customer Loyalty through Last Mile Excellence
- Ensure reliable deliveries: build a network of high-performing carriers to ensure you can fulfil your delivery promises and meet customer expectations
- Communicate clearly and often: provide regular updates to your shoppers on the status of their delivery, especially if it is delayed. This helps manage expectations and can protect against negative sentiments.
- Offer returns: nearly 70% of shoppers check the returns policy before making a purchase. Make sure you offer flexibility to increase your chance of conversion and repeat purchase.
By prioritising post-purchase excellence, brands can transform their delivery processes into a powerful tool for building deeper customer connections this peak season and beyond.
Speak to an experienced Solutions Expert to see how you can create delivery experiences that delight.
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