Nearly 60% of customers will go elsewhere following a bad delivery experience - Interview with Angela O’Connell of MetaPack

Today’s interview is with Angela O’Connell, the Strategy & Marketing Director for MetaPack. Founded in 1999, MetaPack provides a SaaS delivery management system to retailers, third-party logistics companies and carriers enabling better choice and more freedom in delivery options to all consumers, both in B2B and B2C markets. Angela joins me today to talk about recent research about consumer feelings, anxieties and preferences about deliveries following online purchases, the last mile/yard of customer experience and where companies can improve.

This interview follows on from my recent interview: Proactive customer service drives customer loyalty – Interview with Stew Bloom of Aspect – and is number 125 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.