The 7Cs of Home Delivery – The True Value of Convenience

When it comes to home delivery, the value of convenience cannot be understated.

For a customer, convenience could make or break their purchase decision. And for you, it could mean a customer lost or a customer gained.

A MetaPack survey of global consumers on ecommerce delivery found that 66% had bought goods from one retailer over another because of more appealing delivery options, and 49% said they’d pay extra for a more convenient delivery option.

Beyond price and product, customers want convenience in their shopping and delivery experience.

In its 2020 survey on the role of convenience in shopping decisions, the National Retail Federation found that over 90% of consumers are more likely to choose a retailer based on convenience.

90%. If you’re not in that 90%, you’re going to be left in the dust. You’re going to struggle to survive.

Most consumers regard themselves as time-poor. As their lives become busier and more pressured, they’ve become more protective of that time. Consumers are demanding more convenient options for their parcel deliveries, so it makes sense that in-home deliveries are subject to even higher expectations. An in-home delivery that is difficult to manage and creates an unknown time commitment is unacceptable to today’s buyers. They prefer brands that adapt to their schedules, not the other way around.

Fleet operators can meet this challenge with several convenient offerings:

• Choice of delivery times

• 24/7 self-service, with an ability to change delivery times

• Real-time tracking of delivery progress, from DC to doorstep    

• Fast, hassle-free returns processing   

• An interactive web portal

• Easy-to-use mobile apps to manage the delivery process

For in-home delivery, consumer convenience has historically taken a back seat to the delivery fleet’s schedule. Going forward, consumer convenience will shape these delivery schedules–and the right technology can help you do this profitably.

Advanced home delivery software provides all the functionality you need to offer greater convenience to your team and your operations. But beyond that, you’re able to offer your customers the exact same thing. Which, these days, is a massive competitive advantage.

Over 9 in 10 consumers are more likely to choose a retailer based on convenience. A third are significantly more likely.

Our home delivery software, Aptean Home Delivery, can transform your home delivery operation. When you’re able to add value to the buyer journey, your customers will value you in return. Customers appreciate delivery options that match their lifestyles. And using an advanced solution like ours means your business is empowered to provide these convenient options while reaping the benefits of increased efficiency and reduced costs. For example, offering 24/7 self-service that eliminates reliance on call centers can change the game for your business.

Are you ready to take control of the wheel? Find out how, now.

Next month we’re going to cover our fifth C in the series: confidence. This C is all about how greater reliability and first-time delivery success builds confidence in your services and your brand.

If you’re just now discovering the 7 Cs and would like to read a few more, we’ve already written a few posts. First, we wrote a brief overview of all 7 Cs, then we broke each C down and detailed the power of each of them.

The first was choice. Then certainty. Next, we wrote about control. Followed by communication. And now, here we are at convenience.

Be sure to tune in next month. We’re going to detail the power of confidence in your home delivery operations.

And if you’d like to read a more comprehensive resource on the 7 Cs of home delivery, you can download our home delivery eBook.