Package.ai releases most recent report, ''The State of Last-Mile Customer Experience in Home Furnishing Retail.'' The report is focused on providing a deeper understanding of customer expectations and the current state of the last-mile customer experience in the home furnishing sector. The comprehensive consumer research and analysis provides segment specific insights, as well as actionable advice.
The report discusses how the 'big and bulky' retail landscape has undergone unparalleled transformations in recent years due to shifts in consumer behavior. These developments are compelling retailers to reassess their customer loyalty and retention strategies, as consumers prioritize overall service and last-mile delivery experience over brand loyalty. This significant shift is having a massive impact on home furnishing retail, where big and bulky items require specialized delivery. The result has been a revolution in last-mile delivery, with a focus on ensuring the warmth and personalized service customers receive in-store extends beyond the point of purchase.
Key Takeaways:
- 82% of consumers agree that consumer reviews influence shopping decisions
- 62% of consumers agree that they are "unlikely to buy again" when faced with poor communication and slow delivery on repeat purchases
- Half of consumers see customer service as a key influence on repeat purchases
- A staggering 77% of customers are inclined to abandon a retailer following a failed delivery
- 48% of consumers cite high delivery costs to be the main challenge experienced by consumers
