Using Google Maps Platform to meet shoppers’ changing expectations

What are you doing to optimize the delivery and pickup experience for your business?

The COVID-19 pandemic hasn’t just shaped the ways we socialize and go about our daily routines, it’s also fundamentally changed consumer behavior and expectations. As the pandemic continues to play a major role in our lives, today’s customers are placing a premium on convenience and safety.  Efficient delivery and seamless in-store pickup are no longer just nice bonuses for businesses to have — they’re now non-negotiable. Most experts agree: these behaviors aren’t going away anytime soon. In a few steps we will help you identify useful and actionable technical adjustments that are necessary to meet these new customer expectations.

Brainstorm and rethinking the delivery and pickup process in time of COVID-19

Fast-forward to 2020 — when this routine has been turned upside down. When shoppers are going to the store, they’re trying to get in and out as quickly as possible. According to research by McKinsey & Company, 65% of US shoppers want to shop at a store that’s easy to navigate and 58% are looking for fast checkout. This of course has a lot of influence on the business model during COVID-19.

Due to the shift from offline to online, last-mile delivery providers are seeing huge growth — but consumers have very high expectations for these  services, which some brands may not be prepared to deliver. As more brands prioritize delivery, the drawback of a poor experience is felt more sharply. Today businesses have a unique chance to rethink customer service, all while easing anxieties during an uncertain time.

In a simple overview below you will find exactly what could be realized with Google Maps APIs. With this you can contribute to meet these new and often changing customer expectations.

Improving the customer experience

  • Display the nearest store location
  • Frictionless checkout experience
  • Reassure customers that they selected the right store
  • Provide turn-by-turn directions with real-time traffic data

Streamlining in-store operations

  • Give store employees visibility into when customers will arrive

Keeping customers satisfied

  • Minimize delivery errors
  • Provide real-time delivery tracking

Simplifying the process for dispatchers

  • Automatically choose the best positioned driver
  • Monitor driver safety

Supporting drivers

  • Optimize the delivery route
  • Always find the right home.

APIs of Google Maps Platform can easily contribute to all these points above. As experts in the field of the Google Maps Platform, we are happy to support you with the brainstorming process, implementation, realization and all other questions. To learn more about how Google Maps Platform can contribute, download the full guide below (it’s free).

Download this guide

Birgit Antonissen

Customer Engineer

Would you like to know more about how to optimize your delivery and pickup experience?

Please feel free to reach out to us, we are willing to help you.

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