Getting Personal in the Last Mile and Beyond to Win Over Millennials and Gen Z

Understanding the latest consumer and market trends is key to building workable and affordable strategies for personalisation and customer-centric marketing in the delivery and post-purchase phases.

  • In this report, we use original consumer research to demonstrate that retailers and brands should urgently revisit their personalisation strategies and consider accelerating adoption of new techniques and software.
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Key findings:

  • Millennials and Gen Z behaviours are breaking the once predictable evolution of their elders and becoming the strongest influencers on emerging shopping habits
  • 81% will always open emails from a retailer or brand if they are updating them on the progress of their delivery
  • 71% of respondents have more confidence in the tracking or shipping update information if sent directly by the retailer
  • 69% of respondents are more wary of unbranded or third-party delivery updates as they think they might be scams – increasing to 76% of Gen Z
  • and much, much more!