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Episode 37 - DPD's focus on last mile customer service

Podcasts

We'll post links here to all episodes of the Postal Hub Podcast.

Podcasts will also be available through iTunes.

Episode 37 - DPD's focus on last mile customer service

Ian Kerr

How is DPD putting the customer in control? In this exclusive interview, DPD's Director of Sales & CRM, Elaine Kerr, details how DPD approaches delivery day, and how customers can interact with their DPD driver. We cover:

  • Achieving time-slot accuracy
  • Advice to the customer on the day of delivery
  • The role of route optimisation
  • DPD's network of physical pick-up locations
  • How customers prove their identity when collecting parcels
  • Customer-driver interactions, including rating the driver
  • How DPD uses driver rating data
  • How DPD responds to bad ratings from customers

Also in this episode, Cathy Morrow Roberson from Logistics Trends & Insights joins me for a logistics and postal industry wrap, including:

  • Global trends in temperature-sensitive logistics
  • Posti's move into food logistics
  • Australia Post's acquisition of electric delivery vehicles
  • Amazon's delivery into home initiative
  • How more customers interact with Australia Post digitally
  • Tactics to maximise productivity of delivery staff

Listen to the podcast by clicking on the play button on the audio player above. You can also listen (and subscribe) to the podcast via iTunes.

Remember to follow the Postal Hub on Twitter and to follow us on LinkedIn too

Ian.

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