E-commerce is an industrial atomic bomb. Accounts of e-commerce growth permeate the Internet, and some expect more than 100 million parcels to be delivered daily by 2026. Unfortunately, as explained by Logistics Management, many retailers still struggle with providing the capacity and technology to secure white glove options for their customers. This creates a level of distrust between consumers and shippers, and failure to offer these increased services and transparency into the final mile will lead more customers to abandon your company in favor of Amazon. As a result, shippers need to understand why white glove options are not the same, how they can make or break final mile delivery and their benefits.
Take a moment to think about white glove options. These range from the delivery of bulky, heavy appliances to the setup of electronics. The exact white-glove needs of customers will vary widely, and it is not enough to send order details to a specific white-glove servicer. With the rise of e-commerce, the level of white-glove services offered by local professionals has changed. White glove servicers may need to contact debris removal specialists, IT experts, and many more technicians in the process. It all depends on what the customer orders and expects.
White glove service can mean the difference between a successful, satisfying customer experience and complete abandonment. Take this example. Mr. Johnson orders a new smart refrigerator for his home, but he lacks the skill to connect it to Wi-Fi or remove the existing appliance. While he may have obtained a “good deal” by purchasing from your company, he may not know whom to contact for appliance removal or installation. More importantly, if the item is left on his porch, the loss could easily stagger into the thousands of dollars. As a result, e-commerce retailers or OEMs that wish to offer products from electronics to heavy, bulky items must provide white-glove services. Also, customers expect to have access to the services at the time of order, so the burden of responsibility to schedule white glove services and ensure all needs are met falls on shippers.
The use of white glove options in final mile logistics management offers vital benefits to both shippers and customers. These include:
The right supply chain partners will offer an array of white glove options to meet the needs of your business and customers. As e-commerce continues to grow, more customers will turn to the Internet for their purchases, and if your business cannot deliver and fulfill all needs, customers will look elsewhere. As a result, more shippers are turning to final mile carriers for help in managing white glove services, as well as the assistance of third-party logistics providers (3PLs) and inclusive TMS platforms.
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