What do you need to know about selecting a third party last mile provider?
When it comes to logistics, the last mile is always the most important one in the supply chain.
What is last mile delivery?
It is the movement of goods from a transportation depot or hub to the final destination. It is the final connection between your products and your customers, and often a key differentiator between you and your competitors. Your third party last mile provider should be as concerned with representing your company, as your company is with providing the best customer service to your customer.
To preface this story – We take great pride to ensure we understand our clients’ needs and the risks associated therewith. If we were moving high value goods, we would know prior and ensure we have the proper insurance and security procedures. Further, we push down similar documented requirements on our carriers. Lastly, if we had an issue with a carrier, that is our problem, not our clients.
What is Delivering the Final Smile all about? It’s dangerous to take a “hands-off” approach to customer service. That’s the conclusion of a recent CAPS Research report authored by Mei Li, PhD at Lehigh University. Relying only on carriers and service providers to drive the final customer service experience, warns Dr. Li, puts you at risk of having service failures that can trash your other customer service efforts.