It’s no secret Amazon has one of the most efficient and well-monitored delivery services in the world. The company carries out courier jobswith military efficiency, as they constantly strive to improve their deliveries and offer shoppers a convenient and transparent service. Because of this, customer expectations have increased for all delivery services - and that includes those your company offers.
As Amazon continues to set and reset the benchmarks, you’ll need to introduce practices similar to those they implement if you want to remain competitive in the logistics industry.
Amazon Continues to Set the Trend
First things first: understand what you’re up against. Amazon has recently introduced two new delivery features that may soon be influencing your customers’ expectations.
The e-commerce company has launched a new system that allows shoppers to follow their courier during the delivery process. Amazon Map Tracking gives live updates on courier’s progress - from the moment they leave the depot to the moment the parcel is delivered. The feature even shows the intermediary stops the courier takes.
This innovative technology aims to provide customers with greater transparency throughout the delivery process. Customers receive an email and text message notification informing them that their delivery driver is on route. When the driver is less than ten stops away, the courier appears on the tracking map. The customer can then watch the driver’s progress in real time. The feature is highly convenient for customers (no one wants to wait around all day for a parcel that will only arrive at 5pm!) and allows for open communication between the driver and recipient - immediately informing them of any delays.
Deliveries to Cars
You may already have heard of Amazon’s Key service, a new system that gives customers the option of in-home delivery. Well, the company have now taken the idea further and the service now includes in-car deliveries too.
Amazon Prime members, who already benefit from free next day delivery, can now have the parcels delivered to the inside of their cars. They just leave their vehicle in an accessible area, either at home or at work, and the courier pops the parcels in the boot.
Although this new feature hasn’t proven wildly popular just yet, Amazon is nonetheless adhering to their commitment to making their delivery service ever more effective.
What Does This Mean For Courier Companies?
If Amazon has taught the courier and logistics industry anything, it’s that customer expectations are constantly increasing. It’s no longer a case of just carrying out courier jobs effectively; customers want full transparency throughout the entire delivery process. If your company hasn’t already introduced practices similar to Amazon’s new tracking system, you should at least set up message alerts informing customers of when a parcel is dispatched, when it’s on route and when it has been delivered. Any delays should also be disclosed and explained as soon as possible.
Don’t get left behind and lose out on courier jobs. Make sure your company proactively tracks parcels and maintains an open line of communication with customers.
Norman Dulwich is a correspondent for Courier Exchange, the world's largest neutral trading hub for same day courier loads in the express freight exchange industry. Over 5,300 member companies are networked together through the Exchange to fill empty capacity, get new clients and form long-lasting business relationships.