The last mile: the service par excellence…

[tanjimajuha20]

During a marathon, it is important to keep enough energy to cross the finish line without any problems. The last mile is the last step in the distribution process, during which the goods are delivered to the end customer. This is a crucial step, since it will guarantee customer satisfaction as well as the profitability of the company.

In a world where advertising database everything is moving faster and where consumers no longer want to wait, last-mile logistics must therefore be thought about strategically. In addition, the last mile is often considered the showcase of the company that makes the delivery. It is also considered the most expensive part of the delivery process (around 20% of the overall cost), which is why it is a logistics priority.


Last-mile delivery is, in the consumer's mind, the representation of the company's values ​​and quality . Indeed, according to the Ecommerce-nation source, 72% of French online consumers consider that the seller is responsible in the event of a delivery problem. In the event of inconvenience during delivery, nearly 55% of customers would not be inclined to renew an order later, in the event of a problem.

However, it is rare for the seller or purchasing manager to carry out the last mile delivery himself. Most of the time, he delegates this service to a company specializing in the transport and delivery of parcels.

Whether for the last mile transport company or the client, an effective relationship must be built so that no logistical concerns disrupt the smooth running of the delivery.

Carriers therefore have a predominant role to play in last-mile delivery. Indeed, last-mile delivery is a matter of customer service.

Customers expect fast, reliable and affordable deliveries. In fact, more than 50% of them place and track their orders on their smartphones or tablets. These are all factors to consider for the purchasing manager and the carrier.

An MBA in purchasing and supply chain training is strongly recommended for this type of position.