The sales are approaching... this could be an opportunity to get some good deals this summer and take advantage of the promotions.
Perhaps also the opportunity to have an afternoon of shopping? Or for those who have neither the time nor the inclination, spend an hour on the internet to find a good deal?
The question: Do I buy online? Do I buy it in a shop and have it delivered to my home? Or, after all, if I buy in a shop, do I need delivery?
Come on… let’s take a step back and try to analyze this globally.
The barometer “Delivery services: realities on the expectations of the French” directed by OpinionWay For SprintProject and GS1-France will help us better understand tomorrow's delivery.
Delivery at the heart of the customer experience
Today's consumers need to think globally. It's not just what I buy (the product) but also how do I buy it (the service)? What service will help me make my purchase? Delivery, payment in instalments, being part of a community...
It is all of these factors that will participate in customer experience. That's it, we're there, we said the word miracle but sometimes a bit of a catch-all.
Here let's focus on customer experience around delivery. Because it is this barbaric terminology that we must remember from the barometer SprintProject and GS1 :
- How do I improve my customer experience through delivery?
- What ecosystem must be put in place so that ultimately – via delivery – the customer is happy with their purchase, and subsequently repurchased.
There are a number of major trends specific to delivery:
- A lack of awareness of services : today, many customers seem to be interested in the services that will accompany delivery and participate in their customer experience, but there is a real lack of knowledge and therefore of communication around these services.
Delivery should not be seen as an accessory, a complement. It is an integral part of the customer experience and must therefore be given pride of place.
- A complete value proposition: In all the items in this barometer, we can see that end customers place a great deal of importance on support when assessing their purchase, and therefore be loyal.
To be as close as possible to the customer, we must therefore think / rethink each stage of delivery : who delivers? When ? with what vehicle? how long ? what follow-up of my delivery? Or ? how do I get delivered? who helps me? who manages the return? Who manages after-sales service? how long ? who reimburses me?
That's a lot of questions, isn't it? …
But it's actually because you have to imagine each step of customer delivery experience, every detail is important even if it means pushing the thinking very far: which vehicle delivers me? what is the first name of the delivery person? How do I ensure that the time slot is respected? how do I notify the customer? and many others.
Take the example of Bergamot. The flower bouquet delivery website has thought of every detail to accompany the purchase of a bouquet of flowers : the customer journey on the website, confirmation SMS, SMS for receiving the bouquet, delivery by electric scooter in Paris, delivery upstairs, packaging to unwrap the bouquet of flowers, accompanying note, SMS to give feedback notice. And the result is there: each bouquet offered hits the mark and the satisfaction rate and repeat business is huge with them.
The challenges of tomorrow
The major trend that emerges if we summarize: a delivery within a reasonable time (fast / in a slot), cheap and with a tracking your order and additional services on which I communicate.
Just that ? …
Easy to say, isn't it?
The question for logistics is therefore: how to answer to these demands in a qualitative manner without losing money?
Some food for thought:
- Find more suitable vehicles: traffic and traffic jams in large cities make the equation very complicated.
Today and in view of tomorrow's trends, deliveries will no longer be able to be made by van, especially since the number of stops per delivery point and parking require the use of bicycles, cargo bikes, 2-wheel electric scooters. , 3-wheel electric scooter.
This is where new energies for vehicles must be taken into consideration.
Indeed, to maximize the efficiency of my vehicle, new electric, hydrogen and CNG vehicle solutions exist and they have demonstrated that ecology now rhymes with economy.
- The data : this is THE key factor to take into account. Mastering my data will allow me to manage my flows, my future orders and organize myself to prepare my next orders.
- Delivery person tracking Delivery tracking: an integral part of the customer experience, delivery tracking will enable me to manage and optimise the delivery round. If it's made available to the end customer, it will also help them to organise and plan for the delivery: there's nothing worse than a delivery that's not on time and you don't know when it's going to arrive.
Last mile innovations all revolve around these themes with regard to vehicles, from large groups to the most innovative startups:
The latest addition to the Renault range, the EZ Flex is a vehicle designed and conceived for last-mile delivery operations.
Awarded at the CES in Las Vegas, the 3 wheel electric scooter of RedE is a hybrid model which will replace the van 2m3 in the city center thanks to numerous hardware & software innovations
American startup having raised $1 billion, NURO aims to deploy its autonomous robots in a few years.
Cars ultra compact to avoid traffic jams and make parking easier. 100% electric but above all 100% connected to delivery professions.
But ecology in all this? Sustainable delivery in both senses of the word?
The results of the barometer SprintProject and GS1-France prove that the delivery is a real element of differentiation. Too often neglected, it actively participates in the customer experience and must be taken into account and rethought down to the smallest detail because it will be at the heart of tomorrow's retailing..
Delivery will therefore continue and innovate in the years to come with a range of services which will allow it toto be essential.
Only question : we will have understood, delivery will increase in the years to come but a problem arises since this means that there will be more and more delivery, faster and faster : this therefore means more delivery people, more vehicles and this will therefore have a huge impact on our environment.
Today, 25% of global pollution is due to global transport, what impact will tomorrow’s delivery boom have?
We must now think of a sustainable delivery, but sustainable in both senses of the word.
Whether sustainable and take into account ecology : thinking about the vehicles of tomorrow: more electric, more connected ; think about optimizing tours using data so as not to fall into a 1 trip / 1 customer model.
Whether sustainable and take into account our city centers : here again, thinking about the vehicles of tomorrow: more compact, more eco-responsible to enable better fluidity in daily traffic.
It's now that everything is at stake, that we are laying the bricks for tomorrow's delivery. Let's all think about it together so that it is fast, efficient, optimized but takes into account the ecological and social issues of tomorrow.
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