How Last-Mile Delivery is Transforming the Customer Experience

August 2, 2022
3 min
Mary Ma
Senior Product Designer

In the age of Amazon, expectations for fast and free delivery are higher than ever. The last mile of the delivery process is becoming increasingly important as customers demand more from their eCommerce experiences. As a business, it’s essential to focus on delivering a great delivery experience that exceeds customer expectations. In this post, we discuss what last-mile delivery is, the challenges and opportunities it presents, and how businesses can optimize their delivery processes to create better customer experiences.

What is last-mile delivery?

Last-mile delivery is the final step in getting a product from the supplier to the customer. This is the leg of the journey that takes the product from the warehouse or distribution center to the customer's home or office. In some cases, this may also include delivery to a pick-up point, such as a store or locker.

The last mile is often the most expensive and complex part of the delivery process, and it's becoming increasingly important for eCommerce brands to get it right. Thanks to advances in technology, there are now more options than ever for last-mile delivery. This includes everything from traditional delivery services like Canada Post, Purolator and FedEx, to newer solutions like crowdsourced delivery and on-demand pickup. eCommerce brands that want to offer a premium customer experience need to choose a last-mile solution that meets their specific needs and budget.

How is last-mile delivery transforming the customer experience?

As eCommerce grows, so does the demand for fast and affordable shipping. For consumers, last-mile delivery is the last step in the shopping experience, and it's what determines whether they're happy with their purchase decision. Amazon has set the standard for fast and affordable shipping, and other retailers are struggling to keep up.

For eCommerce brands, the stakes are high. A bad last-mile experience can mean lost sales and disappointed customers. That's why more and more brands are turning to last-mile carriers to help them deliver a premium customer experience. Carriers that specialize in the last-mile offer a variety of services, from same-day and next-day shipping to white-glove delivery. Some of them also have in-house logistics experts who can help you plan your shipping strategy and optimize your delivery process. If you're looking to improve your customer experience, last-mile delivery is the way to go.

What are the benefits of last-mile delivery for eCommerce brands?

There are several benefits of last-mile delivery for eCommerce brands:

  • Brands can offer their customers a premium experience by providing fast and convenient delivery options. This is especially important for brands that compete with larger retailers who have more resources to offer free shipping on all orders.
  • Businesses reduce shipping costs when using last-mile services, as it eliminates the need for them to send large orders to warehouses or distribution centers.
  • Most last-mile delivery services provide more transparency in tracking information, which significantly increases customer satisfaction.

How can eCommerce brands make the most of last-mile delivery?

While not all eCommerce brands can offer same-day or next-day delivery, it's important to make the most of the carriers you do have available or are considering. Here are a few tips:

  • Work with a carrier that offers transparent coverage information and delivery rates so that you can accurately plan for and budget for shipping costs
  • Ensure that your products are well packaged and protected for the journey, to avoid damages during transit
  • Consider offering free or discounted shipping for orders over a certain dollar amount
  • Segment your customer base according to their location and delivery preferences, and personalize your shipping offers accordingly

What is the future of last-mile delivery?

The future of last-mile delivery is looking bright. With new technologies and faster, more reliable transportation options, businesses can expect to see even better customer experiences.

Tyltgo offers affordable same-day and next-day shipping to Canadian businesses in Ontario and British Columbia. We are on a mission to democratize shipping so that Canadian eCommerce businesses can grow faster and reach further markets. With our innovative last-mile delivery solution, businesses can focus on what they do best and leave the shipping to us. We are committed to providing a premium customer experience, and our team is dedicated to making sure your packages arrive on time, every time.

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