There’s something magical about the festive season in India. As the colors of Dussehra meld into the sparkles of Diwali, it’s not just the streets that light up – the shopping scene explodes, making this period a golden opportunity for businesses. It’s during these months that consumers eagerly wait, wallets at the ready, for their favorite deals and discounts.
According to the 2023 InMobi Festive Season Report, 84% of Indian consumers revealed a spike in their online shopping budgets compared to just a year ago. While 63% have zeroed in on the products they desire, they’re still playing the field when it comes to brands.
So, what does this mean for businesses? The playing field is wide open! The challenge? Ensuring that your brand is the one they pick, and that you’re not just capturing their attention, but also delivering excellence straight to their doorstep. Let’s find out the three key strategies for brands to enable last-mile excellence during this Diwali season!
1. Visibility: Fueling Unparalleled Customer Experiences
Recent findings from the Qualtrics 2023 Global Consumer Trends Report offer a jolting insight: Indian enterprises could potentially lose out on 17.3% of their revenue, amounting to an astonishing $325 billion, all due to inferior customer experiences. To compound the concern, the study reveals that a sizable 48% of customer interactions with Indian firms don’t meet the mark. Additionally, a comprehensive report from Ernst and Young showcases that a noteworthy 31% of Indian consumers place experience at the forefront when deciding where to spend.
These robust data points shine a light on a prevalent challenge: a number of businesses still grapple with delivering customer experiences that are consistently delightful or even passably satisfactory. Keeping in mind that last-mile delivery encompasses 53% of the overall shipping expenses, a few subpar customer experiences can pose a severe threat to a company’s financial health.
In the realm of customer satisfaction, visibility is the keystone. It’s this very attribute that distinguishes burgeoning brands from the ones lagging behind.
Embracing real-time communication—whether it’s through automated texts, email notifications, app alerts, or straightforward calls—ensures customers are continuously updated about the status of their orders. Such a transparent approach bolsters customer trust, even if there are unforeseen hitches or delivery snags.
Harnessing end-to-end visibility offers brands an expansive overview of their logistic maneuvers. This all-encompassing insight aids them in rapidly identifying and amending any discrepancies, inefficiencies, or hiccups that might transpire during the delivery sequence.
As the festive season rolls around, it presents a golden opportunity for businesses aiming to expand their clientele. Indeed, there’s no more opportune moment to captivate a wider audience and bolster the company’s bottom line.
Read Also: Unit Economics in Last-Mile Delivery
2. Bridging the Digital and Physical: Crafting the Ultimate ‘Phygital’ Experience
India is witnessing an exhilarating shift in its retail landscape. The rise of omnichannel approaches is not just a trend, it’s becoming a consumer expectation. This approach empowers shoppers to effortlessly surf, assess, and secure products online, while also relishing the tactile experience of collecting them from a local brick-and-mortar store. Today’s consumer is channel-agnostic; they demand fluidity in their shopping journey, be it through social media, e-commerce websites, tangible storefronts, or mobile applications.
Dive a bit deeper, and the numbers echo this sentiment. According to the 2023 Future Shopper report by Wunderman Thompson, which encapsulates insights from 18 global markets and a staggering 31,000 consumers, an overwhelming 77% of Indian consumers are drawn to brands or retailers that meld the physical with the digital, offering a harmonized ‘phygital’ experience.
Further bolstering this trend, another recent study highlights that more than half (54%) of India’s consumers are on the lookout for a blended shopping environment, one that seamlessly intertwines the tactile allure of offline shopping with the convenience and vastness of the online realm.
So, what’s the takeaway for forward-thinking brands and retailers? It’s time to embrace and invest in ‘phygital’ strategies, creating retail experiences that don’t just cater to, but anticipate and elevate, the evolving desires of the Indian shopper. After all, in today’s dynamic market, being adaptive isn’t just an advantage; it’s a necessity.
Read Also: Omnichannel Retail Fulfillment and the Role of Logistics
3. Harnessing Route Planning for Peak Productivity & Sustainable Deliveries
If there’s one word to describe Indian online shoppers, it might just be ‘impatient.’ According to a report by Wundersan Thompson Commerce and Technology, they stand out globally for their swift delivery expectations, with a majority wanting their parcels at their doorstep in under two hours.
Read Also: Quick commerce in 5 mins or less
Yet, any delivery driver in India would attest that the biggest adversary to prompt deliveries isn’t necessarily distance, but the relentless traffic snarls. Simply leaving our dedicated drivers to battle the congestion and chalk out their own routes is a recipe for stress and inefficiency. Enter the game-changer: route planning software.
Modern delivery enterprises juggle twin imperatives: maximizing the efficiency of their ground teams and championing sustainable last-mile deliveries. And enhancing driver productivity isn’t just about speeding through a delivery checklist. It encompasses empowering them to handle unexpected hitches like returns, cancellations, and delivery anomalies, all while giving them a clear view of their earnings and setting achievable ETA goals.
While our delivery champs excel at many things, they aren’t necessarily expert navigators. That’s where sophisticated route planning tools come to the rescue. Such software meticulously considers ground realities and business specifics to craft the most economical and efficient routes for drivers. Paired with a driver-focused app, this ensures timely deliveries and significant fuel cost savings.
But the benefits don’t end there. Optimal route suggestions not only save on costs but also trim down fuel usage, making a dent in our carbon footprint. Picture this: a business employs both electric and conventional delivery vehicles. Route planning software can smartly delegate routes based on vehicle capabilities. If an electric vehicle is optimal within a 20-mile radius and has charging points en-route, the software plots accordingly. For distances beyond, it automatically picks conventional vehicles, ensuring speedy deliveries, optimal fuel use, and controlled costs.
Remember, today’s consumers aren’t just looking for speed. An Ernst and Young survey points out a significant 75% of Indian consumers weigh the long-term environmental and societal implications of their buys. In this light, businesses that merge efficiency with sustainability are set to win big in the market!
Read Also: THE DEFINITIVE GUIDE TO LOGISTICS ROUTE OPTIMIZATION
Navigating the Festive Frenzy with Locus’ Customer Experience and Dispatch Management Platform
As Diwali illuminates India, businesses encounter a whirlwind of demands. The festive season, while prosperous, also brings about logistical challenges. Every brand is poised to make a mark, to not just sell but to deliver memories. And here’s where Locus turns into a brand’s beacon.
Why Locus?
Punctuality Packs a Punch:
Diwali is a symphony of moments, each waiting for its perfect beat. Locus ensures your deliveries strike the right chord at just the right time.
Green Goals:
With 75% of consumers, as per Ernst and Young, eyeing the ecological impact of their purchases, Locus’s route optimization ensures fewer miles, less fuel, and a reduced carbon footprint.
Crystal Clear Clarity:
Amidst the festive chaos, Locus offers a transparent view of the delivery journey, keeping brands and customers in sync.
Frontline Fortification:
Empower your delivery champions with Locus’s real-time insights and route guides, ensuring they’re geared up for any festive hurdle.
Phygital Fusion:
As consumers oscillate between online and offline shopping realms, Locus seamlessly bridges the gap, guaranteeing deliveries that match the hybrid shopping momentum.
In the grand tapestry of the festive season, Locus ensures that brands not only stand out but also deliver with precision and care. This Diwali, light up your brand’s reputation with Locus, where every delivery is a promise kept.
Looking to win customer attention through delightful delivery experiences?
References:
https://www.xminstitute.com/blog/bad-experiences-risk-sales-2022/
https://go.inmobi.com/festive-marketing-trends-with-glance/
https://www.ey.com/en_in/future-consumer-index/consumer-is-the-king-consumer-experience-is-the-priority
https://www.thehindubusinessline.com/news/variety/majority-of-consumers-prefer-hybrid-shopping-for-festive-season-report/article67255880.ece
https://www.aaaa.org/the-future-shopper-report-2023/?cn-reloaded=1