Whether it’s waiting in line or waiting for a delivery, no one likes waiting longer than they have to.
That’s why quick delivery is a cornerstone of the customer experience.
Just how important is delivery?
More than half of online consumers between the ages of 18 and 34 expect same-day delivery from retailers. And more than 60% of consumers surveyed would pay more for same-day delivery if offered.
Not only is your overall customer experience at stake, but so is your return on investment. Here are several more reasons why a local courier service is beneficial for both.
Local Delivery Helps You Stay on Message
Have you thought about the role delivery plays in your branding identity?
If not, you may be going off-message without realizing it.
If you’re a sandwich shop that prides itself on quick service and fresh ingredients, a poor delivery experience does not align with your brand’s message. Likewise, a high-end boutique that prides itself on personal service would also have their brand tarnished by a bad delivery experience.
The only thing worse is offering no delivery at all!
Here are several more industries that rely on dependable local delivery:
- Florists and flower shops
- Food catering services
- The gift industry
- Pizza parlors
- E-commerce businesses
- Diners and restaurants
Without a local courier service, these industries run the risk of hurting their brands and losing business from profitable customer segments.
A Local Courier Increases Customer Engagement
Customer service is more than just picking up the phone, taking an order, or dropping off a meal. Great customer service inspires engagement, opening the door for more up-sells, cross-sells, and continued customer loyalty.
One survey found that more than half of customer engagement is driven by convenience and 80% driven by product quality. Furthermore, customer loyalty depends on likability and trust by more than 80% of consumers surveyed.
What does this mean?
Not only is delivery necessary, but it’s also an opportunity to improve upon engagement, and ultimately, the customer experience.
Here are a few ways a local courier service can increase customer engagement:
- On-time delivery
- Friendly, personable service
- Fresh, piping hot products
- Solid communication
- Product knowledge
- Valuable customer feedback
A local courier service is also a great way to distribute more direct marketing materials like menus, fridge magnets, business cards, delivery-only specials, and other coupons.
Mistakes happen. We’re only human. That’s why every business needs a damage control plan.
If a local diner makes a mistake with a takeout order, a local courier service can be an indispensable tool to have on hand. Within minutes, a take-out customer can go from disgruntled to dissatisfied without having to call a manager.
This is a great way to avoid those dreaded bad reviews on Yelp and Google.
Furthermore, using a local delivery service helps you go the extra mile in pleasing a disgruntled customer. You could quickly rush complimentary desserts, condiments, or even free food to make up for the mistake.
Short on Staff?
Speaking of damage control, we all know how staff shortages can negatively impact the customer experience.
This is where your Local courier service comes in.
Just because your diner or boutique is short on staff doesn’t mean your deliveries have to skip a beat. Instead, use a local courier service for those times when you are short staffed or an employee calls out sick.
Local couriers are particularly helpful for those holiday rushes!
In fact, if you like the ROI you see from local couriers, you may want to permanently add it to your business model.
Integrate Your Order Fulfillment Process
Are you still relying on your landline for order fulfillment? It’s time to step into the 21st century, and a local courier service will help you get there.
More service-oriented businesses like yours are using web apps to streamline their order fulfillment processes. This means your customers can order from you online if your landline is busy.
Furthermore, online ordering may even be mandatory for retaining profitable consumer segments.
According to a recent survey, the majority of consumers between the ages of 18 and 34 prefer shopping online to the brick-and-mortar experience. Couple this with a Deloitte study that found that more than $0.55 on the dollar is influenced by digital devices.
What’s the big takeaway? Convenience is key.
Integrating both apps and local courier services into your delivery process can improve the customer experience exponentially. This would mean shorter wait times, quicker service, and improved communication, all hallmarks for solid customer satisfaction.
Make Your Brand Exciting Again
Taco Bell literally broke the internet when it announced it was adding delivery to select stores.
If your business isn’t offering a delivery option now, this could be a great way to generate excitement for your brand.
For years, consumers decried the fact that their favorite fast food chains didn’t deliver. Well, all that started to change just a few years ago when such popular brands as McDonald’s, Panera Bread, Subway, Burger King, and Shake Shack started to deliver.
By delivering through third-party services, these companies gave the term ‘fast food’ a brand new meaning. Why wait forever in a drive-thru line when you can have your Big Mac delivered right to your door?
As more big Brands add delivery to their service options, expect your customers to expect the same from you.
The Next Step in Your Customer Experience Journey
Think your business can live without delivery? Think again!
Without a local courier service by your side, you run the risk of hurting your brand’s message and missing an opportunity to excite your base. Plus, you’ll miss even more opportunities to boost customer engagement, reduce damage control, and drastically improve your order fulfillment process.
Ready to rethink how delivery can impact your business?
Keep this article bookmarked as you revamp your customer experience strategy. Check back often for more customer service tips or speak directly to a local courier professional.