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.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.