How to Calculate ‘Return on Experience’ for Your Business
It’s possible that the first in-person interaction your customers have with your brand is with your last mile delivery provider. Creating value that keeps customers coming back and choosing your brand over someone else should be a top priority – acquiring a new customer is anywhere from five to 25 times more expensive than retaining existing ones.
Your last mile delivery is important to us
What is Return on Experience?
Return on Experience (ROX) allows a business to examine the interactions customers have with their brand, the costs associated with acquiring customers, and how that impacts their bottom line. Measuring this kind of behavior requires companies to deliberately assess the experience customers have with their brand, including the delivery process, and how those different interactions generate revenue and impact their experience.
Every business will determine ROX differently, but at the end of the day you want to create a brand presence that results in repeat customers. While other last mile providers can deliver your product, our Final Mile Services team provides added levels of service that can positively impact the ROX for business.
J.B. Hunt’s vetting process is extensive with enhanced background checks, identify verification, motor vehicle safety checks and more to ensure our drivers are top tier. We also continue educating our drivers on the best systems as well as making sure they’re safe on the road through our continuous monitoring program.
Two ways that make us different from our competitors is our strong local leadership and our Customer Value Delivery® (CVD) methodology. Our local account managers are on site helping run the day-to-day operations, performing quality checks and helping continue driver education. Because we are on site, embedded in your business, that enables us to understand your needs and develop tailored supply chain solutions that help you meet your business goals.
Our dedication to doing things the right way helps to provide a positive experience for the end consumer – our customers’ customer. Positive experiences foster repeat customers.
ROX and Your Last Mile Delivery
One in three consumers could walk away from a brand they love after just one bad experience. Companies that require in-home delivery and assembly or installation services should be aware of the image their last mile provider is presenting to their customers.
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“The guys went above and beyond to helps us get our bed set up. We just recently had a baby, and we’re not as prepared as we needed to be, but they allowed us to get the room ready and then helped us put the bed back together afterwards. They didn’t have to help us do that.”
– Customer of an Online Furniture Reatiler talking about J.B. Hunt delivery team
Don’t Skip Corners
Many companies are cutting costs where they can, but that doesn’t mean you have to. When you cut corners to save money, you open yourself and your customers up to a wide variety of dangers and negative experiences. At J.B. Hunt, we’re Driven for You™ – which means we strive to provide the best experience possible for your customers and bring your business added value. Contact us to see what we can bring to your supply chain.