Delivery Experience Management (DEM): Retail’s New Weapon To Drive Customer Experience10 min read

Until recently, low prices, fast shipping, and free returns have constantly been the three must-haves for an online business to make the cut in today’s market. With the focus now being shifted to the quality of delivery experiences. 

However, a lot of businesses have been unwillingly making the same mistake of not giving the same level of attention to their post-purchase as they do to their pre-purchase. 

The reason behind this unfair treatment in managing delivery experiences is that businesses often consider their job done when they’ve handed over the package(s) to the shipping carrier for delivery.

This lack of attention soon creates a disconnected post-purchase experience, which further leads to a post-purchase customer experience (CX) gap

The Big Post-purchase Customer Experience (CX) Gap

The big post-purchase CX gap

This big post-purchase experience gap in the order delivery phase accounts for the involuntary gap i.e created as a result of businesses not paying enough attention to the post-purchase phase, leading to poor delivery experiences. It can further hurt your business in the form of: 

  • Customer anxiety and frustration – leading to increased WISMO calls 
  • Lost opportunity to create repeat purchases 
  • Your brand’s online reputation takes a massive hit
  • Decrease in Customer Lifetime Value (CLV) and an increase in Acquisition Costs (CAC) 


It is clear that you stand much to lose when you fail to prioritize the delivery experience you offer. Therefore, for businesses to thrive in today’s highly competitive eCommerce landscape, owning and crafting a stellar delivery experience has become essential, hence the pressing need for Delivery Experience Management (DEM).

What is Delivery Experience Management (DEM)