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