In this episode of Add To Cart, we’re joined by Darren Kawalsky, Chief Commercial Officer at Deliver in Person, and Hakan (Hawk) Steele, Sales & Partnership Manager at Starshipit.
With over 25 years in eCommerce, logistics, and tech, Darren has worked with powerhouse brands like Amazon, IKEA, and LVMH, and brings a unique, 360-degree perspective on delivery solutions that build loyalty and trust.
Joining him is Hawk, who has spent 11 years helping retail brands like Showpo and Lorna Jane streamline their shipping and fulfilment operations as they scale. As a founder himself, Hawk understands the needs of growing businesses and shares insights on how Starshipit helps brands achieve efficient, branded delivery.
Together, Darren and Hawk reveal how brands can turn last-mile delivery into a loyalty-building tool, from balancing speed and reliability to offering seamless, branded customer experiences. Whether you’re looking to improve delivery tracking or build loyalty through better returns, this episode is packed with practical insights on making every delivery count.
Speed vs. Reliability: Where Should Brands Focus?
Everyone loves fast delivery, but at what point does speed compromise reliability? For Darren, the best way to gain customer trust is by being reliable from the start. Deliver in Person is all about getting packages delivered right on the first attempt, boasting a 99.6% on-time rate that strengthens trust and satisfaction for customers.
We’re really trying to build a relationship with the recipient and the brand, and the best way to do that is with a rock-solid delivery.
But that doesn’t mean speed isn’t important! Hawk acknowledges that customers enjoy fast delivery, but he believes reliability plays an even bigger role in customer satisfaction.
“Going fast and getting things wrong can be damaging. Reliability builds trust, and that’s essential for loyalty.”
While speed is always welcome, it’s reliability that keeps customers coming back. As Darren put it, “You have one chance to make a first impression,” so making that first delivery attempt top-notch is crucial when it comes to creating loyal customers. Deliveries that consistently arrive as expected build a sense of trust that customers won’t soon forget.
Real-Time Tracking and Transparency: Reducing the ‘WISMO’ Effect
The “where is my order?” question, or WISMO, is something every retailer knows well. Customers want to know where their package is—and they want to know now! Darren and Hawk agree that clear communication and transparency are critical in easing delivery anxiety. Deliver in Person offers live tracking, which Darren explains is now almost a requirement for many customers:
If they can track their Uber or pizza, they expect to see where their parcel is too.
Starshipit likewise, offers retailers branded, real-time tracking updates that keep customers in the loop without overwhelming customer service.
“When customers are informed, they feel in control…Our platform helps brands keep customers updated with personalised, timely information that adds to the delivery experience.”
This real-time transparency creates a frictionless delivery experience, instilling confidence in customers and keeping them informed and reassured from dispatch to doorstep. By making tracking accessible and seamless, brands can reduce WISMO inquiries and create a smoother, more trustworthy experience for customers.
Reimagining Returns
Let’s be honest—returns can be a headache for everyone involved. But Darren and Hawk see them as an opportunity to improve customer satisfaction and create memorable service. Deliver in Person has introduced options like “wait and try,” where a driver will wait for the customer to try on or check their order before leaving.
“The idea is to remove friction. With same-day returns and wait-and-try, customers have more flexibility and are more likely to come back.”
This return-friendly approach not only enhances customer satisfaction but also streamlines the return process for retailers, allowing them to manage inventory more effectively. Hawk also highlighted the benefit to repeat purchase rates, especially in high-return categories like fashion.
“Offering efficient return solutions can transform customer satisfaction and make it more likely that customers will come back again.”
By creating simple and flexible return options, Deliver in Person helps brands turn a potential frustration into a moment of brand connection and trust.
Bringing the Brand to the Doorstep
Deliver in Person’s mission goes beyond simply delivering parcels. Darren emphasises that every delivery is an opportunity to showcase the brand, making the delivery itself part of a memorable customer experience. From uniformed, well-trained drivers to tailored communication, every element is designed to elevate the brand’s presence right at the customer’s doorstep.
We’re not just delivering parcels; we’re delivering the brand experience.
Hawk explained how Starshipit’s automation tools keeps this consistency alive, complementing Deliver in Person’s personalised approach by allowing brands to maintain consistent, custom-branded tracking and updates. For brands focused on building long-term relationships, personal touches like these can set them apart, turning each delivery into a unique brand interaction.
“Starshipit lets retailers keep their brand front and centre during delivery, enhancing customer loyalty by staying true to their voice and values.”
Together, Deliver in Person and Starshipit are committed to creating a seamless, branded experience that brings the brand directly to customers, ensuring each delivery stands out as an extension of the brand itself.
Building Customer Loyalty One Delivery at a Time
As Darren and Hawk’s insights reveal, last-mile delivery has evolved far beyond simple logistics. It’s now a critical touchpoint that can make or break customer loyalty. From prioritising reliability over speed and offering real-time tracking to reimagining returns and bringing the brand directly to the doorstep, brands have a powerful opportunity to create memorable, loyalty-building experiences.
By integrating Deliver in Person, the last mile can be more than just a drop-off—forming an integral part of the customer journey that keeps them coming back time and again.
