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Case Studies

Protecting the CX at Every Last Mile Delivery Touchpoint

 Protecting the CX at Every Last Mile Delivery Touchpoint

With consumers increasingly viewing their delivery experience as part of the overall brand experience, not measuring up in customer feedback would never be acceptable to this luxury home goods retailer.

Negative feedback from customers regarding the last mile delivery experience was threatening repeat business for the retailer in two key markets. Drivers weren't friendly, customers said; product damages in transit were delaying deliveries or creating surprises in the home; and store personnel were increasingly frustrated by missed store delivery schedules.

Understanding that good experiences drive sales, FIDELITONE provided a custom last mile solution including a robust driver training program, a plan to reduce time in transit, a returns management program, furniture repair, and an improved new market rollout plan.

Outcomes for retailer

How did this retailer improve the experience for their customers? Download the full case study and see how FIDELITONE’s people, processes, and technology transformed the customer experience for a high-end home goods retailer.


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