This post originally appeared on Motorola Solutions' ThinkRETAIL on October 28, 2014.
Whenever I buy online, there’s often one part of the experience that doesn’t stack up with the rest – the delivery.
It’s simpler than ever to locate, compare and purchase what I need – a little too easy in fact! Top retail websites are so easy to use. Picking and paying take just clicks and seconds. But if I’m buying anything large or valuable, I’ve got to be at home when it arrives. And that takes planning.
For me, working from home isn’t always an option – so staying in for a delivery means using my annual holiday. If what I’m waiting in for is something exciting then I don’t really mind, but most of the time it’s not…
In fact the experience often makes me wonder why I bought online in the first place.
And when you’re waiting at home, wide delivery windows make it difficult to plan your day. What if you need to take the dog out? You know that the minute you do is just when the van will arrive.
Today, with everything that technology can do for me, is this frustration really necessary? I don’t think so – and I’ve seen some retailers take big steps forward over the last 12 months.
One UK DIY retailer used our GPRS enabled handheld computers to compress delivery windows down to 2 hours, improving the customer experience. But there was also a benefit to the retailer; through more efficient route planning and job allocation it reduced delivery costs by £300,000.
Personally, if I’ve got the option of a 2-hour delivery window rather than a 4-hour window, that’s going to have a big impact on where I choose to buy.
So to make sure that you’re chosen over a competitor, you need a delivery service that stacks up with everything else that you do for your customers.