Home Delivery World Takeaways: Defining the Customer Experience

Terrapin hosted its 3rd annual Home Delivery World event in Atlanta and London. If you attended, you heard from WorkWave and other presenters from Google Express, Boxed and Peapod. But if you weren’t able to make it, we’ve got you covered. You can catch our on-demand recording: The Price of Time in an On-Demand World, hosted by WorkWave Route Manager’s Product Manager, Riccardo Bocci, and Milkman Deliveries CEO & Founder, Antonio Perini. Don’t miss out on their presentation and discussions on last mile trends.

In the meantime, you can hear about Riccardo’s experience in Atlanta and learn how one restaurant blew him away with their stellar customer service from the moment of ordering his meal to to after receiving the bill.


Meg Gimbar: Welcome to the WorkWave blog! Thanks for joining us. We’ll be posting here on a monthly basis.

I have Riccardo Bocci here with me. He is the product manager, for WorkWave Route Manager. Last month we attended Home Delivery World Atlanta. He also attended London’s show this month and is here to share his story about a great customer service experience.

Riccardo Bocci: Hello everybody! So, I’d like to take this from probably a slightly different angle in the sense that at Home Delivery world in Atlanta and in London I heard, of course, a lot of stuff about customer satisfaction and customer happiness in the last mile universe, delivery expectations and all those sorts of things.

But I have a little bit of adventure when in Atlanta that I want to share. So what happened, at the end of the show, we decided to go out to dinner. We found a restaurant we thought we’d like and we read some reviews as consumers do. And thought it was the best place to go. The person I was with decided that we should take a walk to the restaurant. I wasn’t that sure, I live in a little town in Sweden and was intimidated by being in a bigger American city. But, okay, it was only 15 minutes away so we started walking.

At a certain point, we turned the corner and we found ourselves in a completely different neighborhood and environment. We were in an abandoned neighborhood with a few dodgey characters here and there. I got sort of scared - I’m not used to that sort of location. Antonio, my friend who I was with, was in his nice white shirt and had his iPhone 6 in his hands. People were looking at us and I really felt uncomfortable. Nothing happened. The danger was more perceived than real.

But, when we got to the restaurant my appetite was gone and the only thing I wanted was to go back to the hotel. It’s very difficult to turn a disgruntled consumer’s mind and change their experience. It turned out, the meal was delicious (the place is called Poor Calvin’s in Atlanta and I warmly recommend it). Great service, was really nice! At the end of the meal, the waitress asked us if we had a cab or do we need a ride back. And we replied that we needed a ride.

She said she’d call us an Uber. What else? On-demand... But we explained that we didn’t have the app and had no way to pay. The waitress responded that it’s okay that it’s on the restaurant.

That was unexpected and great. Let me point out, it’s not a luxury place, but they called the Uber and then we were safely back at the hotel. A great ending to the evening.

Let me draw a bit of an analogy between my dining experience and customer happiness and the experience of purchasing something online and having it delivered.

  1. I found the product that I wanted. A dish called Duck Dynasty. I got excited and wanted to complete my purchase.
  2. I literally got scared of my purchase. I would have abandoned my cart if I were on Amazon. But I bit the bullet and decided to proceed. My purchasing experience was extremely compromised at that point and I would probably have decided not to repeat the purchase again.
  3. But, an unexpected delivery option saved the day. It corresponded to my secret wish: being brought back to the hotel. My experience didn't end with the food, or worse with the bill, it ended with a delivery directly to my hotel. Which is exactly what I wanted.

So what is my point? Poor Calvin’s immensely exceeded my expectations as a customer. Not only did they acquire a new faithful customer - okay I don’t live in Atlanta but I will go back,recommend it and give it reviews. So the interesting part of it, is that the product - the food - was only part of the success. It was the unexpected delivery option that exceeded my wishes.

At Home Delivery World in Atlanta and in London, I heard about how it is important to understand customer expectations even before they articulate them. That’s what can turn a good experience into an unforgettable experience - and generate repeat business. Delivery can certainly be an opportunity today to create that same experience or it can turn into something to destroy that experience.

To all of the people in home delivery space, my suggestion it that if you want to be Poor Calvin’s you should get your delivery game together and understand how this is intimately linked to their customers’ satisfaction.

Want to hear more from Riccardo? Watch his presentation:

The Price on Time in an On-Demand World.

Riccardo Bocci

Riccardo Bocci is the Product Manager at WorkWave Route Manager, a routing and scheduling technology provider. Through his experience in sales and customer support, he discovered how businesses can leverage routing & logistics to improve overall operations. Currently, Riccardo works to process and incorporate customer feedback into new software releases and is heavily focused on delivering ROI to WorkWave Route Manager’s users. Since 2010, Riccardo has been working on the details that will help revamp your operations and grow customer relationships.

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