White glove service. We see it advertised by many but don’t really understand what it offers. This popular ‘buzzword’ within the logistics and transportation industry suggests an “added” service, but what is added?
In this week’s edition of Logistics Lounge, we are going to talk about “White Glove Services” and why shippers should be introducing this premium service into their last-mile delivery network and how these two elements truly do go hand in hand for today’s customer.
Fast4wd defines White Glove
In a simplified sense as a “premium delivery service” that is often associated with products that have unique or special handling requirements. Shipments such as high-value items, temperature-sensitive cargo such as food products and pharmaceuticals, furniture, appliances, fitness equipment, and the list goes on and on.
While the above is an accurate description of what products use White Glove Service – they are from the redefined White Glove that has developed with the massive growth in direct-to-consumer service.
A new form of White Glove requirement has developed
One that does not define itself by the value of the shipment or additional labour required, but rather a unique “luxury” service to accommodate a unique, exclusive experience built on speed, accommodation, and total customer satisfaction.
As businesses struggle to shift into a faster and more convenient way of getting their goods to market for a larger customer base, the elements of White Glove Service that are now an expectation of this new form of customer has left many searching for answers. Answers that will bring Total Client Satisfaction to their social media feeds instead of an exhausting list of expectations left unattended.
If speed and convenience do not assure total customer satisfaction – what does?
There is no denying that white glove services are the best of the best in last-mile logistics and these two services work together more than other parts of your transportation network. Both White-Glove and Last-Mile services seek to meet the increasing demands of a growing customer base with the most challenging being the customers of eCommerce platforms.
Paired with the omnichannel demands of such platforms, the use of white-glove services is starting to mean more than just extra care during physical delivery.
It stretches into the use of technology to provide additional touchpoints and care in the processing, picking, packaging, and shipping activities and, as a result, last-mile delivery becomes more efficient and effective in the quest for total satisfaction.
“Everyone loves a freebie”
That saying is the cornerstone to understanding why white-glove services and last-mile deliveries are as good as gold in your logistics strategy. Today’s logistics networks should have the technology and operating plans in place to provide this white-glove element within every end-user transportation management process.
Let’s discuss why white glove services are in high demand for last-mile deliveries.
White glove service is becoming standard in last-mile delivery due to the rapid rise in the direct-to-consumer market. Consumers want to know where the product is right now, within the next hour, and when it will arrive.
They want to know more than a quick scan showing it arrived in their city and they want to see the package being loaded onto the final delivery truck. Companies race to technology to gain the ability in adding new touchpoints to their track and trace system and this reflects how scrutinizing customers have come to be when viewing last-mile delivery.
Understanding the varied expectations within the last-mile delivery service will emphasize the importance of including a technology based white-glove service element inside your last-mile strategy.
Let us move on to think about a conundrum that many shippers negotiate every year. Should last-mile services be based on quality or price? A concept that is at the forefront of many board room tables nationwide.
This concept showcases how consumers are more likely to make repeat purchases when the existing purchase and expectations during last-mile delivery are met. Retailers have to price their goods in a way that their sales will thrive while keeping cost of sale as low as possible and last-mile consumers having varying expectations, oftentimes changing expectations, add another problem shippers and retailers must deal with.
Consumers may send messages after the fact changing delivery instructions and automated alerts are simply not enough – this is where a one size fits all approach to last-mile delivery is no longer effective and why adding white glove services is a strategy within last-mile logistics management that can and will help your business thrive through this change.
Pingback: How to build a resilient last-mile strategy in 5 easy steps
Pingback: Attitude is Everything