Given evolving customer behaviors and expectations, organizations are facing increasing pressure to change. The optimization of last mile deliveries is an effective way that business-to-business (B2B) organizations can meet these changing customer expectations.
In its customer service research, APQC found that the COVID-19 pandemic and other disruptions are leading many B2B customers to develop the same expectations as consumers in a business-to-consumer (B2C) environment. Respondents from many B2B organizations report an increase in online and digital orders as well as customers now expecting greater consistency between channels and having less patience for any delays or poor visibility related to their orders. This article examines how B2B organizations can learn better last mile logistics practices from B2C organizations.