The last mile of delivery is a phrase we use to refer to the final step in a product’s journey to the customer’s doorstep. This is a step that is arguably the most important in determining the quality of the customer experience. After all, you can have an amazing product and a slick shopping experience but none of that will matter if delivery to door is chaotic. As such, retailers should really be focusing more of their efforts on the last mile. It is, after all, something they have more control over than they probably think.
Of course, this leg of the delivery is not only the most complex but often the most expensive with complexities amplified during peak seasons like Christmas shopping or major sales events such as Black Friday. That’s why there’s so much to unpack and understand when discussing the challenges and solutions associated with last-mile delivery during these critical periods.
Today, we’ll be taking you through the last mile process and sharing some top tips for mastering it, something that could really help set you apart this Christmas.
Understanding the Last Mile
The “last mile” in supply chain logistics refers to the final stage of a product’s journey from the warehouse to the customer’s address. The moment it leaves the warehouse, the last mile has officially begun and, as you would expect, most of the success here relies on shipping, which is something businesses have a reasonable amount of control over.
You can offer several shipping options and choose the best same day courier partners but there are lots of variables to consider and peak seasons introduce unique challenges, such as increased demand, pressure on delivery timelines, and heightened customer expectations. This makes an already complex process even more intricate.
Last-Mile Delivery Challenges During Peak Seasons
Retailers face numerous challenges during peak seasons, particularly during Christmas. The surge in order volumes, coupled with tight delivery windows and problems on the roads, can strain resources and lead to delays. These issues not only increase operational costs but can also impact on customer satisfaction, which has a direct impact on your reputation.
Tactics for Peak Season Last-Mile Success
To navigate these challenges, retailers can adopt several different approaches. Let’s take a look at some of them.
Optimise Routes
Route optimisation ensures efficient use of resources and, while it’s the courier’s job to select routes, you can select couriers that use the latest GPS tracking technology to ensure they are playing their part.
Delivery Scheduling
Offering customers the option to schedule the delivery for a certain day or time really helps manage expectations and plan for times when customers might be out of the house. Embracing alternative delivery methods, such as local drop-off points, can also help alleviate pressure.
Technology
Tech plays a crucial role in this process, with tools like GPS tracking, real-time data analytics, and mobile apps being instrumental in enhancing the efficiency and transparency of last-mile operations.
Third-Party Delivery Services
Partnering with third-party delivery services can be a game-changer for retailers during peak seasons. These collaborations can significantly expand delivery capacity, offering more flexibility and scalability to handle the increased volume of orders.
Same-Day and Express Delivery Options
The demand for same-day and express delivery options spikes during peak seasons as people always tend to wait until the last minute to pull the trigger on a purchase. Retailers can meet these expectations by offering same-day courier services.
However, maintaining cost-efficiency while offering these premium services is a delicate balance that requires smart planning and resource allocation. You also need to ensure you’re partnering with courier partners that share your company values.
Take on Board Feedback
Retailers can often invest heavily in their websites, their product and ensuring that customers can buy easily.But it all becomes irrelevant if customers have a poor experience during the last mile.
If you’re seeing consistent complaints about one particular courier from your customers, take it on board and address it with the courier.
Change courier if you need to.
As we hit the Christmas run up, now is the time to review how your couriers and delivery partners have been performing and make changes if you need to.
