What:  A selection of examples by GDR UK (IADS partner) on concierge delivery services

Why it is important: in addition to the last mile logistical hurdle, such initiatives are key to generate and retain high levels of customers loyalty

GDR UK, an intelligence company based in London, collected a series of examples on services aiming at improving, and increasing, the level of service at the time of delivery:

• Harper Concierge (London), Toshi (NY, London) are delivery services for luxury brands. They propose to customers a 1-hour slot to deliver the products in branded vehicles. They wait at the door to know what customers buy or return: payment of kept items is made by the customer via SMS, while these services take care of returning non bought items to each retailer
• La Moda, an online retailer in Russia, had to find a solution to compensate for the poor national delivery services in the country. This is the reason why they have developed their own fleet of vehicles, to deliver items to the doorstep, and, like Harper or Toshi, wait for the customer to try and buy.
• Amazon allows Prime customers to try for free for 7 days up to 6 items. Customers are free to return unwanted items at no cost.

Russian Fashion retailer turns couriers into brand ambassadors and concierges

toshi offers wait while you try concierge service for at home luxury shoppers

harper concierge offers a contact free luxury you try we wait service

prime wardrobe lets customers try on six fashion items before sending back what they don't want