Imagine you have just ordered a dress online from a reputable fashion label. The brand will ship the garment overnight to you so that you can get it the next day.
The delivery person will also include a garment bag and a padded hanger so that the dress doesn’t get damaged or creased during transit. The brand sends you a thank you note and asks if you’d like the dress to be placed in a specific room.
This isn’t your typical eCommerce delivery, as you have probably seen in the second paragraph.
This is called ‘white-glove delivery’. It is a carefully curated experience that quickly changes the rules for exceptional eCommerce services.
What is white glove delivery?
White glove delivery, as the name suggests, is a premium service that delivers to all points of the customer’s journey. It includes specialized shipping/handling methods, customized transportation, and advanced customer care. This service is a step above regular delivery methods to maximize convenience and cater to customers’ preferences as much as possible.
White glove delivery personnel will often have special training or a personal approach based on the information provided by the company. This is why the term “white glove” is used to describe the high standard of service.
White glove delivery usually involves the following:
- Appropriate shipping/handling
- Product assembly/inspection
- Specialist packaging
- Customer service specialists available
- Delivery times can be customized
White glove delivery in an age of experience-led retail
White glove services have been a part of traditional purchasing for products that need special assembly or installation. Customers can choose to add this service at checkout or include it in the sale price.
This narrow definition of white glove delivery is inaccurate. White glove delivery is often discussed by logistics experts in the contexts of specific product categories. They are not discussing how white glove delivery can be used to create a customized brand experience for businesses.
White glove delivery is a great strategy for luxury brands, as it enhances customer experience and creates a higher perception of value. Strategies like overnight delivery, personal interactions, and memorable Unboxing Experiences are all examples of white glove delivery. This is particularly true for product categories like fashion, jewelry, home decor, and catering where customers expect more personalized services.
As the customer experience is a key brand differentiation in retail, more merchants have begun to show interest in white glove delivery as a way to increase customer retention.
What can a white glove delivery company do for your business?
Deliver a stellar customer experience
Customer service is a matter of treating customers as if they are the only ones that matter. This is becoming more important as eCommerce has changed the way consumers define brands. Instead of focusing on products and pricing, they now focus on the experience.
73% believe customer experience is important in purchasing decisions according to 43% are willing to pay more to have greater convenience.
White glove delivery is an effective customer retention tool because eCommerce often lacks meaningful touch points after purchase. Smooth delivery that involves high levels of communication, timely delivery, and pleasant service is a sign that a brand values its customers. This is the key to long-term loyalty.
Reduce transit times
White glove delivery can be offered for certain SKUs or VIP customers. This segmentation usually results in lower volumes which allow for faster delivery and direct transit. White glove services are a great way for brands to fulfill fast (and free!) delivery expectations. They also offer a significant point of differentiation from large online retailers.
There is a lower chance of damage
This is especially important for businesses that frequently handle and deliver fragile goods. Even if you try to protect your items from damage during transport, the unthinkable can happen. White glove delivery is a better option than traditional delivery. It allows you to keep more items overnight by providing a more thoughtful and attentive service.
Three fulfillment services to ensure white glove delivery of the highest quality
Your white glove delivery service is like storytelling about your brand. Each piece must be considered carefully. How would your white glove delivery service look if it arrived at your home with a box full of items inside and a dented package? No matter how you spin it, this can also put a dent in your overall delivery experience.
Packaging plays an important role in setting the scene for a memorable product reveal. Custom boxes, ribbons, and branded tissue papers create an immersive brand experience for customers, which is the cherry on top of an unforgettable shopping experience.
Real-time delivery tracking
Your customer can track the shipment of their item using real-time tracking. This is a great way to reduce delivery anxiety among your customers. It’s especially helpful for high-value retailers. This promotes transparency and trust in your brand. It also makes it easier for customers to get updates without having to contact service representatives.
Optimization of routes
It is important that your drivers can choose the most efficient transit routes to minimize disruption and idle time if your customer has specified a delivery time. Route optimization software tracks all delivery locations and determines the most efficient routes for your drivers. This eliminates human error and ensures better performance.
Do you want to provide white glove delivery services for your customers? Work with an experienced fulfillment provider
White glove delivery services, or luxury delivery services as we have explained, involve many moving parts. These include the packing process, the delivery, and the arrival at the door. It’s a smart idea to partner up with an eCommerce fulfillment company that is experienced in custom subassembly, last-mile logistics, and other related areas. You can then focus on creating an unforgettable white glove delivery experience without worrying about the details.
Delivery Limited provides luxury, white-glove relocation, delivery and storage services of unrivaled quality to clients who expect the best.