Quality, cost reduction and sustainability are embedded in the successful retail delivery experience today, says Guy Bloch, chief executive officer of Bringg, a last-mile delivery management platform.

The truly great customer experience today combines the ease of the omnichannel purchase with delivery that is convenient, reliable, fast, cost-effective and green, says Bloch. “And those that know how to do it right win the highest customer loyalty.”

And what about quality? It has to be embedded in every step of the online shopping experience, Bloch says. From first getting on the shopping site, the ability to browse through different products quickly and easily, then being able to receive delivery in whatever manner they want — “That’s the quality they’re looking for.” 

While sustainability is of major importance to some customers, buying and delivering “green” calls for ingenuity and planning on the part of the retailer and logistics provider because of the cost involved. “Many customers want to see that green delivery option in their checkout experience,” Bloch says. “So how can I deliver more with fewer trucks, with fewer miles?”

Are electric vans the answer? Or cargo bikes? It may cost not just the retailer but the customer a bit more, but the green option must be provided, Bloch says.

Looking at trends down the road, he sees more consolidation in the transportation and logistics industry. Of course, he says, artificial intelligence is already causing a stir in supply chain, and that will only continue to be the focus of many providers. Moving from e-commerce to “next commerce” is a third trend to watch, Bloch says. That means not just fulfilling orders, but seeing greater investment around the customer experience to ensure that “the retailers are successful in converting them as they go through checkout, making them come back to buy more.”