Shantel
Key Takeaways:
- Frequent shoppers are 150% more likely to abandon online retailers due to a poor delivery experience.
- Over 60% of British shoppers will switch retailers if delivery options don’t meet their needs.
- nShift, the global leader in delivery management software, shares essential tips for creating a seamless and satisfying delivery experience.
- Prioritizing customer desires, providing various delivery options, and streamlining returns are crucial steps for building loyalty and growth in the e-commerce industry.
About nShift: Empowering Frictionless Shipment and Returns
In the fast-paced world of e-commerce, delivering a seamless and exceptional customer experience is paramount to success. The growth of online shopping has elevated the importance of delivery options and experience to new heights. nShift, the global leading provider of cloud delivery management solutions, plays a crucial role in enabling frictionless shipment and returns for almost one billion shipments across 190 countries annually. As a pioneer in the delivery management software space, nShift empowers e-commerce, retail, manufacturing, and 3PL shippers to build loyalty and retention through a superior delivery experience.
With headquarters in London and Oslo, nShift’s cloud-based solutions connect customers to a diverse library of over 1000 carriers. These innovative solutions streamline the entire delivery process, from checkout to returns, providing a comprehensive delivery experience that keeps customers coming back for more. nShift’s mission is to help e-commerce companies prioritize the needs of their customers, allowing them to grow their revenue and outshine competitors in the ever-evolving world of online retail.
Unlocking the Power of Delivery Experience
Recent research reveals that delivery experience has a profound impact on customer behavior in the e-commerce world. Frequent shoppers, who are the backbone of any successful e-commerce business, are found to be more than twice as likely to abandon a retailer over a poor delivery experience compared to occasional buyers. This highlights the critical role that shipping and delivery play in building loyalty and customer retention.
The modern-day consumer demands a seamless and flexible delivery experience tailored to their preferences. The checkout process is the make-or-break point, where shoppers evaluate delivery options before finalizing their purchase. To build long-term customer relationships and foster loyalty, e-commerce companies must focus on enhancing the delivery experience from start to finish.
Top Tips for Building a Great Delivery Experience
Sean Sherwin-Smith, Post-Purchase Product Director at nShift, offers five valuable tips for e-commerce companies to build a delivery experience that keeps customers coming back:
1. Provide and Clearly Display a Range of Delivery Options at Checkout
Every customer has unique preferences when it comes to delivery. Some prioritize speed, while others seek cost-effective options. Offering a diverse range of delivery choices at checkout is crucial to meeting various customer needs and increasing conversion rates. Clear and intuitive badging of these options ensures that customers can easily select the one that aligns with their expectations.
2. Ensure Transport Capacity and Reliability
During peak seasons and busy periods, maintaining delivery promises becomes paramount for e-commerce companies. To prevent disappointing customers due to capacity issues, it’s essential to have relationships with multiple carrier companies and a robust tech stack that can quickly facilitate these partnerships. Reliability in delivering on-time and accurate shipping information fosters trust and loyalty among customers.
3. Maximize Delivery Success with Alternative Collection Options
Flexibility is the key to providing a satisfying delivery experience. Offering customers alternative Out Of Home (OOH) collection options, such as parcel shops and lockers, gives them the freedom to choose the most convenient delivery location. This alternative approach reduces the chances of missed deliveries and empowers customers to have more control over their shipment.
4. Keep in Touch: Communication is Key
Keeping customers informed at every step of the delivery journey is essential for maintaining their engagement and satisfaction. Timely and relevant communication not only keeps customers in the loop but also contains any negative feedback. Distributing communication in the retailer’s unique brand style helps build brand awareness and makes it easier to remarket to customers in the future.
5. Make Returns Easy and Hassle-Free
A simple and digital returns process is a game-changer for customer confidence. When shoppers know that returning a product is straightforward and stress-free, they are more likely to complete their purchase with confidence. Additionally, having a streamlined returns process enables retailers to track patterns and gain insights into why items are being sent back, ultimately reducing the volume of returns.
Empowering Seamless Delivery with nShift
nShift’s cutting-edge delivery management solutions bring these top tips to life for e-commerce companies worldwide. By leveraging nShift’s cloud-based platform, retailers can unlock the true potential of their delivery experience and create a loyal customer base. The power to provide diverse delivery options, ensure capacity, maximize delivery success, maintain open communication, and simplify returns lies in the hands of innovative e-commerce businesses.
As the e-commerce landscape continues to evolve, building a great delivery experience is no longer just an option; it’s a necessity for sustainable growth and success. With nShift’s expertise and solutions, e-commerce companies can thrive in the competitive digital world, delivering customer-centric experiences that leave a lasting impression and pave the way for a prosperous future in the e-commerce industry.
