In today’s connected world supply chains and value chains stakeholders are digitally interconnected. This applies to all stakeholders of the supply chain, including suppliers of materials, makers and manufacturers, distributors, logistics companies, retailers, and customers. Therefore, proper supply chain management boils down to the effective management of digital data about the various supply chain activities. However, even though all parties are digital interconnected, it turns out that some segments of the supply chain networks are more important than others. This is clearly the case with the customer last mile, which entails the product journey from a warehouse to the end customer. The customer last mile is typically the final step of the supply chain delivery i.e., the step where a product package is received by the customer.
Customer facing activities tend to be more important than back-office activities, as they are directly associated with the customers’ satisfaction. This is what makes the last leg of the goods’ movement so important for modern enterprises. When the last mile of the customer journey operates in effective ways, customers are happy and willing to spend more. In this case, customer response rates and their respective revenues are rising. On the other hand, companies that offer poor customer journeys have troubles acquiring and retaining customers.
Last mile activities are one of the main factors that characterize customers’ brand experiences. Positive last mile experiences attract customers to a brand and boost its loyalty. In this way, they are driving revenues and improving customer satisfaction. At the same time, they have other positive effects on the enterprise, including:
Digital technologies are among the main enablers of exceptional last mile customer experience. Some of the most prominent examples follow:
Overall, the quality of last mile deliveries is gradually becoming a key element of the competitiveness of modern enterprises. As more and more consumers order and purchase from their homes, the demand for high quality last mile experiences is skyrocketing. At the same time, last-mile delivery providers are experiencing a surge of demand for their services. In this context, companies must turn to cutting edge digital technologies (e.g., IoT, big data analytics and AI) that help them offer exceptional, customer-centric, last mile experiences to their customers. Technology is not only causing the spike in demand for e-transactions and related delivery services. It is also the solution for making last mile service effective and appealing to consumers.
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