How Improving the Delivery Experience Can Boost Your Net Promoter Score

Ziv Fass
August 22, 2023

In the dynamic world of retail, where customer preferences are in constant flux, there’s a crucial touchpoint that can make or break a retailer’s reputation: the art of timely and exceptional delivery. Furniture and appliance retailers who recognize this have the power to script their own NPS success stories. By ensuring a seamless delivery experience, they will quickly see the benefit of increasing customer satisfaction, loyalty, and advocacy.

NPS: The Defining Gauge of Customer Loyalty

The Net Promoter Score (NPS) acts as a mirror reflecting customer loyalty and the likelihood of customers advocating for a brand. And amid the complexities of the NPS matrix, the delivery experience emerges as a critical element that molds the overarching outcome. A seamless, engaging delivery experience doesn’t just mark the closure of a transaction, it weaves a narrative that endures, etching memories far beyond the point of purchase and setting up the potential for a loyal, long-term relationship with a customer.

Understanding The Impact of Delivery Experience

Imagine this scenario: you’ve splashed out on a new sofa. The excitement builds as you await its arrival while your order is confirmed and you are kept up-to-date on its progress and its arrival time. The moment finally arrives — your sofa turns up on schedule, meticulously packaged, exuding an air of elegance. You were able to track its last mile journey using an exclusive app, and you were wowed by the highly personalized service. The process transcends mere delivery; it becomes an experience that elevates your perception of the brand.


Now, shift the scene: anticipation for the long-awaited delivery of your sofa transforms into a series of frustrating disappointments. There’s a total lack of communication, delivery slots which you have stayed home for were missed, and the final delivery was late by over two hours. Even worse, when you opened the packaging you realized the blue sofa that arrived was not the red one you had ordered. 


The first scenario will help boost NPS, while the second will take an ax to it.


So, how can we ensure a stellar delivery experience built on a story of trust, consistency, and emotional resonance, will positively impact our NPS? 

1. Engage Customers through Personalized Cross-Journey Conversations

Individualized communication has become critical for fostering customer loyalty, enhancing retention rates, and boosting sales. Enter artificial intelligence (AI) and automation, enabling retailers to fine-tune their communication strategy, striking the perfect equilibrium between automated chatbots and human interventions. 


This orchestration ensures a seamless, personalized experience based on product SKU and purchase history that naturally traverses the spectrum from sales to delivery fulfillment, customer service, and back.

2. Empower Customers with Constantly Connected Fulfillment 

Consumers demand a more interactive, proactive, and engaging relationship with retailers. Leading furniture and appliance retailers recognize this and are using AI and automation to give their customers a voice through the entire customer journey


This continuously connected relationship means the retailer can alert the customer with details of their delivery, etc, and the customer can instantly reply, rearrange delivery slots, reach out with questions of their own, and so on. 


In essence, customer interactions empowered by AI and automation unlock a realm where dynamic dialogues shape meaningful relationships, seamlessly weaving through every phase of the customer journey.

3. Understand the Craft of Cultivating Customer Loyalty

In an era dominated by digital interactions, the delivery experience often bridges the gap between the virtual and real world. A brand that understands this connection – that the delivery experience is more than logistics, it’s a promise fulfilled – gains a significant advantage in nurturing customer loyalty. A positive delivery experience isn’t just a transaction; it’s an investment in the long-term success of the brand.


Using a cross-customer-journey AI concierge allows retailers to seamlessly manage pre-purchase interaction, fulfillment scheduling, delivery, post-purchase feedback and review, while ultimately creating upsell opportunities once a delivery has arrived.  


Brands using AI and automation will not only see their NPS grow to join the elite range of +70 (alongside the likes of Apple and Costco) but will also experience:


+100% 5-star online reviews

+15% in upsell sales

+85% delivery confirmation rates

-40% in labor costs

Placing Customers at the Heart of Your Operations Using AI and Automation is a conversational AI virtual agent that quickly and reliably understands and responds to what your customers’ needs and what they are telling you. We know when to automatically initiate conversations with customers and when to hand the interaction over to our human colleagues. This makes customers feel heard and cared for, and is key to building stronger, more personal relationships, driving increased loyalty and higher sales. 


So, if your furniture or appliance retail business is seeking to elevate its NPS and secure a lasting place in the hearts of customers, remember this: every package delivered using is not just a piece of furniture or a household appliance, it becomes a vessel of brand promise, a conduit of customer loyalty, and a catalyst for retail triumph.


Discover how can help you boost your NPS to drive increased loyalty and sales by clicking below – 

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