Hermes’ head of marketing explains how the delivery firm is improving customer satisfaction levels and enhancing the brand experience.

The level of choice and convenience provided to consumers over recent years has grown remarkably, spurred on by the development of exciting new technologies.

Take tonight for example: I am planning on sitting down to enjoy the first night’s coverage of Glastonbury. However, if I don’t want to watch Muse headline the Pyramid Stage, I have the option of watching a whole host of other acts performing across Worthy Farm by pressing the red button on my remote control.

Also, if I don’t want to cook, and it is Friday after all, I can use an app on my smartphone to view menus from hundreds of different takeaways, before ordering my food. The days of Yellow Pages and drawn out phone calls are long gone!

For delivery firms, the ability to offer increased choice and convenience is also vital. Consumers are becoming more busy while also spending less time at home than ever before. Therefore it is imperative to offer them a range of options for delivery that extends beyond dropping a parcel to their door.

At Hermes, we recently announced we had secured a partnership with Co-operative Food. This agreement means the myHermes ParcelShops’ click-and-collect service is now offered at more than 450 of the retailer’s outlets nationwide and focuses on providing added choice to online shoppers.

For delivery firms, the ability to offer increased choice and convenience is vital

Joanne Morley, Hermes

In a similar vein we have now moved to further strengthen our network by partnering with Doddle. Initially 10 Doddle stores in London, Manchester, Birmingham, Brighton, Norwich and Glasgow will join the 4,500-strong myHermes ParcelShop network. This will offer customers additional click-and-collect locations, as well as drop-off points for online shopping returns and myHermes parcel shipping. Doddle’s remaining 34 locations are expected to be added to the network by the end of the year.

Over the last year, the number of items passing through myHermes ParcelShops has grown by 47%. Of the 4,500 myHermes ParcelShops, 80% are open until 10pm, while 92% of the population now live within just two miles of an outlet.

This coverage, combined with the accessibility of the Doddle stores, which are located at high footfall locations and open early until late, ensures that the UK’s millions of commuters also have access to a host of parcel solutions outside of standard business hours.

Speaking about the recent tie-up, our chief executive, Carole Woodhead, said: “Convenience and choice is at the heart of the Hermes solution and we are committed to build on this through innovative technology, significant investment in our infrastructure and by partnering with like-minded organisations.”

This statement of intent will fill retailers with the confidence that carriers such as Hermes are determined to improve customer satisfaction levels and are committed to enhancing the overall brand experience.

  • Joanne Morley, head of marketing, Hermes