Above and Beyond: How Value-Added Services Are Redefining the Final Mile Journey

The final mile home delivery journey has shifted significantly over the past decade. What was formerly a simple drop-off experience for most companies has been transformed into the most critical part of the supply chain. With the rise of e-commerce has come additional market competition, with companies competing in terms of both cost and service, causing customer expectations to skyrocket as well.

With customers’ ability to get nearly anything they want within two days — and often the same day or next day — and with so many vendors available to choose from, the customer experience has taken top priority for companies seeking to gain market share. While speed is certainly an important aspect of the final mile, many customers are seeking a more elevated, high-quality experience from the companies they choose when purchasing goods. As a result, companies are offering a number of additional services to help create the desirable experiences that customers want.

Value-Added Services as a Differentiator

Value-added services add an additional layer to the customer experience that extends above and beyond the expectations for a typical delivery and are designed to increase customer satisfaction. For example, items that are more difficult to handle — including large, bulky items like furniture, mattresses, appliances, sports equipment and more — often come with options for white-glove delivery, assembly and installation to create a more satisfying experience. These options take the burden away from the customer, allowing them to enjoy their new purchases rather than fretting over those aspects after a shipment arrives.

Some of the more popular value-added services include:

• White-glove delivery: This includes delivery to any area of a home or business, including setup, assembly, removal of old items, etc.
   
• Room-of-choice delivery: The item is delivered to the customer’s designated location in the home or business.
   
• Threshold delivery: Items are delivered and placed inside the home or business.
   
• To-the-door delivery: The item is placed outside of the home or business, often at the front door, driveway, porch, etc.
   
• Reverse logistics: This includes returns management, with items returned to the store or warehouse, as well as repackaging of items that are intended for re-selling and disposal of defective items.
   
• Pre-delivery inspection and deluxing: Companies may opt for pre-delivery inspection of items prior to delivery to address any potential damage or issues before items are delivered to the customer. This often involves unpacking the item, assessing it for issues, cleaning any necessary areas, making minor repairs if needed, and wrapping or re-packaging the product before final delivery to ensure customer satisfaction.
   
• Fit surveys: For large, oversized or irregular shipments that have limited space for the item to be moved, companies may opt to conduct fit surveys to ensure the item is able to be delivered and determine the best method for doing so.
   
• Installation, assembly and setup: Companies may opt to provide these services for large items like furniture, appliances and exercise equipment to enhance the customer experience.
   
• Removal/haul-away of old items: Items that are being replaced, such as mattresses, can be removed and disposed of to eliminate the burden on the customer.

Driving Customer Satisfaction and Loyalty

For brands that pride themselves on providing exceptional customer experiences, value-added services are essential for ensuring that deliveries go seamlessly, which is critical when it comes to achieving customer satisfaction. Creating positive experiences helps to set companies apart from competitors by enhancing their reputation and helping to build customer loyalty. However, in order for all of this to happen, it is imperative to partner with the right final mile home delivery partner.

NXTPoint Logistics understands the importance of creating exceptional final mile experiences with every delivery. Our skilled and experienced professionals operate as an extension of our partners, working hard to protect their reputation by handling each delivery with care, respect and efficiency. In addition, we utilize advanced final mile technology to ensure that our partners and their customers have complete visibility throughout the process for an added layer of protection and accountability. We also offer a full array of value-added services to ensure your customers receive the level of care you require to exceed their expectations with every delivery.

By integrating value-added services into your customer experience, NXTPoint can help transform your final mile home delivery operations from a cost center into a key driver of customer loyalty. We are here to help make this final step in the customer journey meaningful by delivering with skill, professionalism and care — every time.

To talk with our team of experts about how NXTPoint can help elevate your final mile home delivery experience, reach out to us here.