In this episode we consider the business models, drivers and commercial options for delivery companies. We've seen the importance of service quality to the customer - who of course also demands extensive options and a zero cost - and so in this episode, we focus on how the carriers are adapting to, or leading, the retailer's requirements.
We're joined by Mike Hancox, CEO of Yodel, and we cover:
- Carrier reputation and customer experience
- getting the 'basics' right - with a discussion on what constitutes 'basic' in our competitive market
- mobile notifications and the importance of 'in flight' visibility
- the changes in next-day delivery and customer expectation
- dealing with a 30% jump in parcel volumes
- will customers payf to sustainability
- the economics of bikes, routing improvements and e-vans.
Throughout all of the above it's interesting to note Mike's frequent reference to the importance of technology investment - for improved capabilities and also margin.
This episode is part of a series of 10 podcasts looking Beyond the Buy Button - subscribe to access all of them, as well as the full 'behind the scenes' interviews with our guests.
Behind the microphones:
Mike Hancox, CEO Yodel: https://www.linkedin.com/in/mike-hancox-b57a883/
Katie Searles, Editor of DeliveryX: https://www.linkedin.com/in/katie-searles-522451132/
Chris Hoskin, Regional Director of Marketing, EMEA at Narvar: https://www.linkedin.com/in/chrishoskin/
Ian Jindal, CEO RetailX: https://www.linkedin.com/in/ianjindal/
Recorded at Spiritland Studios, London.
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