For retail and eCommerce brands, the customer experience doesn’t end at checkout. The delivery experience is often the last impression a brand makes, yet it can also be one of the parts of the customer journey it controls least.
The Doorstep Decides examines why delivery model design is becoming a brand strategy decision, not simply a logistics decision. It explores how visibility, reliability, package handling, exception management and the final doorstep experience can affect customer perception, operational performance and the true cost of fulfillment.
The paper also introduces a practical framework for evaluating delivery partners through three lenses: Access, Assets and Accountability. Together, these factors can help shippers look beyond rates and transit times to consider how well their delivery network aligns with their customers, products and service expectations.
For supply chain leaders, the takeaway is a more complete way to evaluate delivery performance and identify where changes to the delivery model could reduce friction, strengthen the customer experience and create greater value beyond the transportation rate alone.