Delivery is a promising frontier for retail, but without a satisfying customer experience — or a deeper connection with the customer — each parcel dropped on a doorstep can be a dead end. Going forward, every sale will be a promise, and each delivery will be an opportunity to build trust.
“There will be vibrant delivery services… you can see a full delivery system where online and data is the most important part of it — what you want to buy and how you buy it,” Recode Co-Founder and Editor-at-Large Kara Swisher said onstage at NRF 2019. “And I think if you don’t have that relationship, that data relationship, with your consumer, you’re going to have a much more difficult time competing.”
Every interaction with the customer — across all touch points — is an opportunity to establish and nurture that relationship. So forward-thinking organizations are exploring in the best ways to connect with customers and build trust.