The e-commerce and home delivery markets are seeing growth as customers expect timely service, and retailers continue to attempt to create better customer experiences. According to the U.S Department of Commerce Retail Indicator Division, the e-commerce market will grow to $5.4 trillion in 2026.
However, despite that growth, there is a need to fundamentally change the way orders are delivered – and returned – to achieve a consistent, branded consumer experience with every purchase. FarEye’s Last Mile Mandate Consumer Survey revealed that 85% of consumers will not shop with a retailer again after having had a poor delivery experience. Furthermore, 88% of consumers may abandon their online shopping carts if delivery terms are poor, such as having slow delivery or high costs.
FarEye defined the Last Mile Mandate as the roadmap to a better delivery experience that will overcome those challenges.
“These survey results further reinforce the need for last-mile delivery logistics to evolve to meet ever-changing consumer demands and solve the last-mile challenge,” said Judd Marcello, CMO, FarEye. “Last mile is only going to get more complicated, and we believe the Last Mile Mandate is the lynchpin to success for brands to maintain consumer loyalty in today’s experience economy.”
Executing the Last Mile Mandate will require brands to:
- Simplify the most complicated aspects of delivery logistics;
- Improve customer satisfaction and loyalty by delivering unique on-brand consumer experiences and ensuring on-time, accurate deliveries;
- Create new, differentiated offerings that reflect dynamic consumer buying behaviors;
- Continuously reduce the environmental impact from deliveries.
“The first rule in last mile is delivering a superior customer experience and brands that adhere to the Mandate will not only achieve this, they’ll also drive efficiency and growth, ultimately turning the delivery experience into a competitive advantage,” said Marcello.
The mandate is solving the challenges brands have felt for years, through last mile logistics technology capabilities such as real-time visibility, delivery orchestration, customer experience, business process management and sustainability.
Edited by
Erik Linask
