Last Mile Deliveries are Critical for 2024

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Evolving customer behaviors and expectations mean that organizations are facing increasing pressure to change. In our customer service research, APQC found that the COVID-19 pandemic and other disruptions are leading many business-to-business (B2B) customers to develop the same expectations as consumers in a business-to-consumer (B2C) environment. Along with an increase in online and digital orders, respondents from many B2B organizations report that customers now expect greater consistency between channels and have less patience for any delays or poor visibility related to their orders.

B2B organizations that can learn effective ways to meet these sweden mobile numbers list expectations will enjoy a competitive advantage over those that cannot. Fortunately, B2B organizations do not need to reinvent the wheel in this regard—B2C organizations offer important lessons that can help their B2B peers take their customer service to the next level. Last mile delivery, which we explore below, is a case in point. (“Last mile” in this context refers to the delivery of the product to its final destination, often a store, locker, or the customer location.)

Competitive Last Mile Delivery Begins With Visibility

For a B2B organization to meet and exceed customer expectations, it is helpful to begin by thinking about the organization’s current last mile delivery practices and how they shape the customer experience. For example, can customers get real-time status updates on their order? If so, how far does that visibility extend?