Page 11 - Dainfern Precinct_Issue 4_2022

COMPILED BY JOSH TRUTER, WITH EXTRACTS FROM A REPORT BY SARAH REPUCCI AND AMY SLIPOWITZ
BUSINESS

Instant gratification drives last-mile

technology advancement

the customer experience wrong. that some brands have got it right.
Superbalist is one such example that
“These delivery hazards can be often delivers the next day even when
eradicated when using the right type the customer has been informed of
of data-driven logistics software a two or three day wait period, while
solutions and by having decentralised others, even established brands, can
‘hubs’ in city centres that reduce take weeks to deliver.
the wait time of getting stock from
warehouses located on the urban “It’s important to note that the
peripheries,” he adds. consumer sees the delivery service
provider as an extension of the brand
Julia Ahlfeldt, a Certified Customer they bought from, and if they have
Experience Professional, says a negative experience during the
shoppers are often inclined to avoid a delivery, this tarnishes the original ** Freedom House was
brand that got the ‘last-mile’ delivery brand that they purchased from. So founded in 1973 on the core
wrong. In fact, reports suggest that it’s clear that the future of online conviction that freedom
56% of shoppers won’t buy from a shopping lies in the hands of the flourishes in democratic
brand again if they are not satisfied logistics solutions that brands choose nations where governments
with the shipping service. to use.” are accountable to their

“It is an integral part, and arguably people. Every year, its
the most important part, of the entire In conclusion, Ahlfeldt says research assesses the
online shopping experience. Once consumers compare the last best conditions of political rights
and civil liberties around the
the money has left the consumer’s delivery experience to their next world.
wallet, the next step is the receipt of delivery experience, and if they are
the item. If that receipt takes too long, not up to par, they will find fault. “They Large sections of this article
IT'S THE DELIVERY and/or is too expensive, it erodes the digital world has sped up everything, have been taken verbatim
expect instant gratification. Living in a
experience and could lead to a loss of
from the Freedom of the World
and the same goes for last-mile
repeat business,” she adds.
Reports.
EXPERIENCE THAT COUNTS Notwithstanding, Ahlfeldt points out delivery expectations, where faster
has become better.”

Image: Rowan Freeman, Unsplash 9
DPL