Leverage final mile solutions for the ultimate retail advantage
With the continued rise of e-commerce shopping, many retail shippers are left with a big task: getting their customers’ products to their doors. This is where final mile (also referred to as last mile) service comes in.
As the last leg of the delivery journey, this crucial step can significantly impact customer satisfaction and brand loyalty. By focusing on the final mile, shippers can bolster their operations, enhance customer experiences and stay ahead of their competition.
Understanding final mile offerings
First things first: let’s understand what a final mile solution looks like. These deliveries often go beyond simply dropping off a load, with the driver or other laborer providing value-added services.
Frequently used to deliver large or bulky items to residential addresses, final mile services can include:
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Curbside. Delivery to a residential address curb.
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Threshold. Purchased items brought to the customer’s door.
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Room of choice. Product placed in a customer-chosen room.
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White glove. Items placed in the customer-chosen room, unpacked and placed for use, with all packing materials removed.
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Assembly. White glove service plus setting up items for customer use.
Why should retail shippers use final mile?
Retailers use last mile service for reasons beyond customer convenience. Customer satisfaction and brand perception are two significant benefits that make this service valuable to shippers.
Keeps customers satisfied
Most online shoppers expect a simple and easy shipping process. The rise of ultra-fast shipping methods has trained us to expect that when you buy something, it arrives at your door seamlessly. Final-mile delivery helps fulfill this expectation.
Final mile services provide customers with a convenient delivery window and real-time tracking. By leveraging advanced strategies, shippers can also provide quick shipping, meeting the customers’ demands and keeping them satisfied with their purchases.
Increases positive brand perception
How customers view retail shippers may sway their purchasing decision. While brand perception is dependent on many factors, the buying process — from purchase through delivery — can impact it.
If online retailers offer quick and easy shipping, their brand may be viewed positively, and customers may become repeat customers. Further, if your company offers white glove service over curbside, your customers may view your business as high-end, convenient and customer-focused.
Final mile services may also be a large differentiator between competitors. For example, if a customer is shopping for a hot tub, they likely prefer a company with an easy shipping solution over one with a long shipping process or one that offers self-pickup only.
Last mile has its challenges, but providers can combat them
While final mile can bring benefits to your business, it does come with some challenges. Work with your transportation provider to discuss these factors and find ways to overcome them:
Costs
Final mile can be a pricey option due to the labor involved. Your provider can help explain the costs and find ways to reduce them. Keep in mind that the service benefits are often worth the investment.
Complexity
Final mile service adds more touchpoints to your supply chain and often requires technology integration to coordinate it all. This can add some complexity to your operations, but a trusted transportation provider will work to ensure systems work together seamlessly and will put contingency plans in place in case issues arise.
Scalability
The ability to scale up or down during business peaks and valleys is essential, especially during the holiday season. Given its many touchpoints and time windows, this solution may be considered difficult to scale; however, a good transportation partner should be able to leverage their experience and technology to scale.
Returns
Returns can become a challenge if not handled properly, especially when white glove delivery is involved. Providers use reverse logistics to handle your returns efficiently.
Shipping during the holidays? Check out how to prepare your freight for the holiday shopping season.
Choose final mile solutions with ArcBest
Offering your customers last mile service may seem daunting, but with a trusted professional at your side, this process becomes simple. ArcBest offers flexible and personalized solutions for any business. Let working alongside ArcBest be your winning ticket to success: contact us today to get moving.
Learn about ArcBest’s final mile offerings.
