Last Mile Delivery Transformation as a Method to Improve Customer Experience in Post-COVID-19 Russia and the World

ABSTRACT

The final leg of the supply chain the last mile delivery on the one hand is considered the most problematic part of the delivery process, but on the other hand it contributes to customer satisfaction the most. In its turn, customer experience (CX) is now just as important an element of the brand perception as the product offering. Customers are constantly looking for more personalized, convenient, and secure ways of getting the delivery service. Studies show that for many shoppers, efficient and fast deliveries are becoming the top priority coming before the price of goods. An increase in customer demand for service quality and the boom of e-commerce has led to the development of new ways of last-mile delivery solutions, that optimize customer experience and contribute to building strong relationships between the customer and the brand. In this study, we attempt to review the transformations that LMD has gone through in recent years during the COVID-19 pandemic both because of the challenges and new opportunities companies faced as well as the changes in the customer behaviour and customer experience. We will also try to provide some insights on the possible future development of LMD. © 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.