In this episode we consider the business models, drivers and commercial options for delivery companies. We've seen the importance of service quality to the customer - who of course also demands extensive options and a zero cost - and so in this episode, we focus on how the carriers are adapting to, or leading, the retailer's requirements.

We're joined by Mike Hancox, CEO of Yodel, and we cover:

• Carrier reputation and customer experience
• getting the 'basics' right - with a discussion on what constitutes 'basic' in our competitive market
• mobile notifications and the importance of 'in flight' visibility
• the changes in next-day delivery and customer expectation
• dealing with a 30% jump in parcel volumes
• will customers payf to sustainability
• the economics of bikes, routing improvements and e-vans.

Throughout all of the above it's interesting to note Mike's frequent reference to the importance of technology investment - for improved capabilities and also margin.

This episode is part of a series of 10 podcasts looking Beyond the Buy Button - subscribe to access all of them, as well as the full 'behind the scenes' interviews with our guests.

Behind the microphones:

Mike Hancox, CEO Yodel: https://www.linkedin.com/in/mike-hancox-b57a883/

Katie Searles, Editor of DeliveryX: https://www.linkedin.com/in/katie-searles-522451132/

Chris Hoskin, Regional Director of Marketing, EMEA at Narvar: https://www.linkedin.com/in/chrishoskin/

Ian Jindal, CEO RetailX: https://www.linkedin.com/in/ianjindal/

Recorded at Spiritland Studios, London.