Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Customers say they'll pay more for rapid delivery

Last-mile services are now critical to sales growth

The research found that, during the COVID-19 global health crisis, consumers became progressively dependent on delivery services due to lockdowns, stay-in-place orders, and times when leaving home was simply not safe.

According to the World Economic Forum, there was a 25% rise in consumer e-commerce deliveries in 2020.

Amid this growth, Omnitracs looked into shifting consumer preferences, desires, and needs to better understand the delivery pain points and challenges impacting shoppers today, as well as lessons for businesses who provide delivery services.

Key findings from the Consumer Insights Survey included:

• Safety is top of consumers' delivery priorities
  Deliveries increased during the pandemic, and consumers say it was a major factor in keeping them healthy and virus-free during uncertain times. As a result, more than half (53%) of consumers experienced instances where they used a delivery service to ensure that themselves or family members were safe. Additionally, 47% of consumers had groceries, beverages, or alcohol delivered for the first time. Businesses should continue to invest in delivery options for customers who began using them for safety, but now rely on them for convenience.
• Delivery experience drives loyalty and financial rewards
  Looking ahead, speed and reliability are top priorities for American consumers. According to the research, 59% of consumers used one- to two-day shipping at least once a month during the pandemic. Consumers would like to accelerate shipping times even more with 65% revealing they would be willing to pay more for faster, more reliable deliveries. Delivery providers may want to invest in dispatch, routing, and visibility solutions that allow them to optimize for these trends.
• Sustainability future-proofs delivery success
  Consumers' expectations for when, where, and how their goods are delivered will continue to evolve in the coming years with heightened awareness around the environment and sustainability. Research from the report reveals that many are looking to businesses to shift to more sustainable practices with 40% wanting to see more eco-friendly delivery options, such as electric trucks. Additionally, consumers are willing to embrace new technology, as 45% said they are open to seeing drones used for last-mile delivery options. A greener set of delivery solutions should be on the roadmap for fleets of all sizes.

"The global health crisis ushered in a new way of living, and consumers have become accustomed to the conveniences that stay-at-home orders have brought to the table. It's clear that the pandemic-driven shift to deliveries as a primary method of buying goods isn't going anywhere as restrictions lift," said Dr. Ashim Bose, Chief Data and AI Officer at Omnitracs. "In the coming months and years, fleet services will only continue to grow in importance as the demand for faster, more reliable deliveries increases."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)