Customer Experience Metrics Are Key Measures of Supply Chain Success

| Mike O'Brien

Nearly all supply chain managers responding to a recent survey by Convey and eft Supply Chain and Logistics Business Intelligence said they consider customer experience to be important when measuring last-mile performance, while two-thirds of them say they’re held accountable for standard customer experience KPIs.

FedEx to Test Delivery Robots This Summer

| Mike O'Brien

FedEx is planning to test delivery robots this summer for customers including Walmart and Pizza Hut, while Target and AutoZone are looking at the capability, according to Reuters. The 10 mph robots would have to be approved by the city of Memphis. This is one innovative way companies are looking to cut last mile costs.

USPS Rate Hikes Send Shippers Scrambling for Savings

| Mike O'Brien

With the new U.S. Postal Service rates in effect, shippers are looking for creative ways to keep their parcel spend down as costs among the major carriers continue to rise. Find out what the increases mean and hear what some industry experts have to say about the impacts.

XPO Logistics Offers Augmented Reality App for Shoppers

| Mike O'Brien

XPO Logistics has added an augmented reality app to its last-mile delivery service that lets shoppers visualize a piece in their living space before having it installed, with a view to cutting down on returns for its retail customers and improving the overall experience.

UPS Looking to Enter Fast-Growing White Glove Delivery Market

| Mike O'Brien

UPS is considering a move into the fast-growth white glove delivery market through a trucking partnership, which would enable it to handle larger, bulky items like furniture, appliances and home entertainment that often require special handling and some in-home installation.

Merchants Differentiating in the Last Mile, Returns, Outsourcing

| Mike O'Brien

As merchants search for ways to contend with the behemoth of Amazon – which accounted for about half of ecommerce sales in 2017 – many are focusing on the last mile, returns and outsourcing to battle back. This MCM Outlook report, based on our annual survey of Multichannel Merchant readers, looks at trends and stats in all three areas.

8 Ways to Improve First-Time Success in Last-Mile Delivery

| William Salter

According to online retail association IMRG the cost of goods from failed ecommerce deliveries is over $1 billion annually in the U.S. alone. So how can you improve first-time delivery success? Here are 8 ways you can help ensure that customers get their order on time the first time and consistently thereafter.