Engaging the customer from purchase to post-delivery enhances the customer experience, improves delivery success and reduces the cost to keep customers informed. Delivery information is the cornerstone of an end-to-end engagement strategy from confirming the delivery appointment, to notifying that the delivery is underway, tracking the delivery progress, documenting the delivery and measuring the delivery experience.
A number of delivery strategies can be employed, but some are significantly more impactful.
The two biggest steps to move from a reactive approach to delivery to one that creates competitive differentiation are:
1) adopting a strategy that customers can influence during the delivery appointment booking process
2) understanding that delivery information is a powerful way to engage the customer. From here, there are a number of techniques to drive revenue, competitive differentiation, and productivity.
