CUSTOMER EXPERIENCE
My Personal Experience With Delivery Services In Nairobi !
By Mariam Abdul
Let ’ s talk about Customer Experience on delivery services … shall we ? Having had the privilege courtesy of the publisher to discuss this topic hinged on what Pauline Warui has penned in this very publication on ‘ the last mile ’, I felt obliged to wade into the discourse .
Think about the last time you had a really great experience as a customer . Remember the way that experience left you feeling .
Now flip that and do the same for the last time you had a poor experience as a customer !
Customer experience is the impression your customers have of your brand as a whole throughout all aspects of the buyer ’ s journey . It results in their view of your brand and impacts factors related to your bottom-line including revenue . Today , customers have the power , not the sellers .
Customer experience encompasses every aspect of a company ’ s offering , the quality of customer care , advertising , packaging , product and service features , ease of use , reliability and delivery . Whether it ’ s a food delivery experience or receiving a parcel , how customers perceive their interactions with your brand at home is critical .
With the current market providing many options for quick , cheap delivery , consumers are more interested in their experience quality than ever . One bad interaction can drive customers to your competitors - so creating a great delivery experience is key in retaining your audience and growing your brand .
Often times businesses , including big brands , place more focus on the initial sale of their products and services , and are rather casual and negligent on the final delivery experience itself .
So , why should you care about the delivery experience for your customers ?
Your audience is living in a fast-paced , digital-first world , where next-day , and in some places , depending on the item in question , same-day delivery is fast becoming the norm . Technology has enabled your customers to get what they want faster , meaning their expectations
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Customer experience is the impression your customers have of your brand as a whole throughout all aspects of the buyer ’ s journey . It results in their view of your brand and impacts factors related to your bottom-line including revenue . Today , customers have the power , not the sellers . for delivery quality , price , convenience and speed has been raised drastically .
Developing a great delivery experience for customers means not only meeting their ever-evolving expectations , but building trust and increasing the likelihood of repurchase . Your brand ’ s delivery experience is often influenced by how you deliver your goods .
Nairobi has progressively moved into a fast lane city with our day-to-day operations . But how are our delivery systems so far ? Here-under I share some of my own personal experiences as a consumer which I believe some of you can relate to , and from which discerning brands can draw lessons to perfect their game .
# First Experience
I ordered chicken from one of my favorite restaurant ’ s and as usual the delivery company was one of our big online platforms ( let ’ s not mention names ). The food was ready and delivered in good time . But upon delivery the app kept hanging and the rider quoted for me a certain price off his head . I told him l have ordered food a lot of times from that same location and his current estimate was way off the mark . He declined and said its far and its night time so the high price which was almost double what l normally pay is what l should pay . Now no one likes a rip off on any service or goods .
As am trying to check if the app is active to get the right price l got one of the biggest shocks of my 2022 . He told me and l quote “ Madam , I have many other deliveries to drop if you can ’ t pay that amount give me back that food l take it back and you go
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