{"id":3023,"date":"2021-08-02T11:26:21","date_gmt":"2021-08-02T11:26:21","guid":{"rendered":"https:\/\/loginextsolutions.com\/blog\/?p=3023"},"modified":"2026-03-23T11:01:33","modified_gmt":"2026-03-23T11:01:33","slug":"delivery-companies-great-customer-experience","status":"publish","type":"post","link":"https:\/\/www.loginextsolutions.com\/blog\/delivery-companies-great-customer-experience\/","title":{"rendered":"Cheat Sheet for delivery companies to provide a great customer experience (CX)"},"content":{"rendered":"\n

How Leading Delivery Companies Build a Superior Customer Experience<\/strong><\/h1>\n\n\n\n

– Article by Naveen Kumar, AVP- Product Management at LogiNext<\/em><\/p>\n\n\n\n

\n

For building loyalty and trust, Customer Experience is the Key<\/p>\n<\/blockquote>\n\n\n\n

In today\u2019s world, customers expect immediate, transparent, and accurate product delivery. Your Transport Management System helps you with route planning and route optimization.<\/span> But customer experience is the key to building loyalty and trust. With the right technology solutions in place, you can communicate more efficiently and effectively with your customers<\/span>. And develop a relationship that can help retain them. <\/span><\/p>\n\n\n\n

\n

7 in 10 U.S. consumers say they\u2019ve spent more money to do business with a company that delivers great customer experience. <\/i><\/p>\n<\/blockquote>\n\n\n\n

So <\/span>what is a great customer experience when it comes to parcel delivery and logistics management?<\/b> Let’s say a customer places an order of Barbeque from an eCommerce website for a party on the weekend. You do not want your customer to have delivery anxiety or let them worry about how to set up the product. You want them to think about how they are going to enjoy their party. <\/span><\/p>\n\n\n\n

Supply Chain Visibility Software<\/a> is integral to brand success, with Delivery Management at its core. Prioritize customer experience to gauge supply chain success effectively.<\/p>\n\n\n\n

\n

Customer Experience starts even before a person thinks of placing an Order<\/p>\n<\/blockquote>\n\n\n\n

One of the most common assumptions is that the customer experience journey begins when the order has been placed by the customer. But that is not the case. The customer starts interacting with the logistics provider even before placing the order. Let’s understand in detail the touchpoints with customers and how these are critical to customer delight.<\/span><\/p>\n\n\n\n

Pre Purchase Customer Experience <\/b><\/h2>\n\n\n\n

Even before the order is placed, the customers’ expectation is to see possible delivery slots. You can always suggest the best possible slot but the flexibility should be with customers to choose the slot which they want. <\/span><\/p>\n\n\n

\n
\"\"
Pre Purchase Customer Experience | Image Credit: Liza Summer<\/figcaption><\/figure><\/div>\n\n\n

If you are in a business where you cannot show all possible delivery slots, you will need to give <\/span>accurate predictive ETA (expected time of arrival) for the order. Most of the time <\/span>the predictive ETA plays an important role in <\/span>the customer\u2019s decision to go through with the order or not. ETA\u2019s become more prevalent in On Demand deliveries. A delivery tracking system with predictive ETA and slot management ability is needed to achieve a good pre-purchase experience. <\/span><\/p>\n\n\n\n

Post Purchase Customer Experience <\/b><\/h2>\n\n\n\n

It is very common for a customer to feel anxious about where their order is in the delivery lifecycle. You can solve this WIMO (Where is my Order) problem by<\/strong> <\/span><\/p>\n\n\n\n