Delivery at the heart of the customer experience<\/h2>\n
Today's consumers need to think globally. It's not just what I buy<\/strong> (the product) but also how do I buy it<\/strong> (the service)? What service will help me make my purchase? Delivery, payment in instalments, being part of a community...<\/p>\n It is all of these factors that will participate in customer experience<\/strong>. That's it, we're there, we said the word miracle but sometimes a bit of a catch-all.<\/p>\n Here let's focus on customer experience around delivery<\/u><\/strong>. Because it is this barbaric terminology that we must remember from the barometer SprintProject<\/em><\/strong> and GS1<\/strong> :<\/p>\n There are a number of major trends specific to delivery:<\/p>\n Delivery should not be seen as an accessory<\/strong>, a complement<\/strong>. It is an integral part of the customer experience and must therefore be given pride of place.<\/strong><\/p>\n To be as close as possible to the customer, we must therefore think \/ rethink each stage of delivery<\/strong>\u00a0: 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?<\/em><\/p>\n That's a lot of questions, isn't it? \u2026<\/p>\n But it's actually because you have to imagine each step<\/strong> of customer delivery experience, every detail is important<\/strong>\u00a0even 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.<\/p>\n Take the example of Bergamot<\/a>. The flower bouquet delivery website has thought of every detail to accompany the purchase of a bouquet of flowers<\/strong> : 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<\/em> is huge with them<\/strong>.<\/p>\n \u00a0<\/p>\n \u00a0<\/p>\n The major trend that emerges if we summarize: a delivery within a reasonable time<\/strong> (fast \/ in a slot), cheap<\/strong> and with a tracking your order<\/strong> and additional services on which I communicate<\/strong>.<\/p>\n Just that ? \u2026<\/p>\n Easy to say, isn't it?<\/p>\n The question for logistics is therefore: how to answer to these demands in a qualitative manner without losing money?<\/p>\n Some food for thought:<\/p>\n 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.<\/p>\n This is where new energies for vehicles must be taken into consideration.<\/p>\n 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.<\/p>\n Last mile innovations all revolve around these themes with regard to vehicles, from large groups to the most innovative startups:<\/p>\n Renault EZ-Flex<\/strong><\/a><\/p>\n The latest addition to the Renault range, the EZ Flex is a vehicle designed and conceived for last-mile delivery operations.<\/p>\n \u00a0<\/p>\n \u00a0<\/p>\n RedE Scooter<\/strong><\/a><\/p>\n Awarded at the CES in Las Vegas, the 3 wheel electric scooter<\/strong> of RedE is a hybrid model which will replace the van<\/strong> 2m3 in the city center thanks to numerous hardware & software innovations<\/strong><\/p>\n \u00a0<\/p>\n \u00a0<\/p>\n Nuro<\/a><\/strong><\/p>\n American startup having raised $1 billion, NURO aims to deploy its autonomous robots in a few years.<\/p>\n \u00a0<\/p>\n \u00a0<\/p>\n Cars ultra compact<\/strong> to avoid traffic jams and make parking easier. 100% electric<\/strong> but above all 100% connected to delivery professions<\/strong>.<\/p>\n \u00a0<\/p>\n The results of the barometer SprintProject<\/em><\/strong> and GS1-France<\/strong> prove that the delivery<\/strong> is a real element of differentiation<\/strong>. Too often neglected, it actively participates in the customer experience and must be taken into account and rethought down to the smallest detail<\/strong> because it will be at the heart of tomorrow's retailing.<\/strong>.<\/p>\n Delivery will therefore continue and innovate in the years to come with a range of services which will allow it toto be essential<\/strong>.<\/p>\n Only question<\/u>\u00a0: 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<\/strong>\u00a0: this therefore means more delivery people, more vehicles and this will therefore have a huge impact on our environment.<\/p>\n Today, 25% of global pollution is due to global transport<\/strong>, what impact will tomorrow\u2019s delivery boom have?<\/p>\n We must now think of a sustainable delivery<\/strong>, but sustainable in both senses of the word.<\/p>\n Whether sustainable<\/strong> and take into account ecology<\/strong>\u00a0: thinking about the vehicles of tomorrow: more electric, more<\/strong> connected<\/strong>\u00a0; think about optimizing tours using data so as not to fall into a 1 trip \/ 1 customer model.<\/p>\n Whether sustainable<\/strong> and take into account our city centers<\/strong>\u00a0: here again, thinking about the vehicles of tomorrow: more compact<\/strong>, more eco-responsible<\/strong> to enable better fluidity in daily traffic.<\/strong><\/p>\n 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.<\/p>\n\n
\n
\n
![\"blog](\"https:\/\/sprint-project.com\/wp-content\/uploads\/2019\/06\/blogsprintprojectarticleredescooterbergamotte-174x300.png\")
<\/p>\n\u00a0<\/h2>\n
The challenges of tomorrow<\/h2>\n
\n
\n
![\"blog](\"https:\/\/sprint-project.com\/wp-content\/uploads\/2019\/06\/blogsprintprojectarticleredescooterrenault-300x196.png\")
<\/p>\n![\"blog](\"https:\/\/sprint-project.com\/wp-content\/uploads\/2019\/06\/blogsprintprojectarticleredescooter4-300x235.png\")
<\/p>\n![\"blog](\"https:\/\/sprint-project.com\/wp-content\/uploads\/2019\/06\/blogsprintprojectarticleredescooternuro-300x200.jpg\")
<\/p>\nBut ecology in all this? Sustainable delivery in both senses of the word?<\/h2>\n