Scaling up and building loyalty
Black Friday takes place on 24 November and kicks off the Christmas shopping season. For retailers around the world, it marks the beginning of the busiest time of year.
During the day of discounts, shoppers flock online searching for a great deal. But this year, price will not be enough to stay competitive. Just because consumers are paying less for their products does not mean they will be prepared to compromise on the quality of delivery.
This hub contains useful resources and information to help online retailers and webshops scale up to meet increased demand. It will show how they can use the delivery and returns experience to build a better customer experience. It will help businesses build loyalty with shoppers over the long term and encourage repeat purchases.
Meeting increased demand
During busy periods, retailers must ensure they have the resources they need to meet demand. People won’t tolerate late or missed deliveries. And if something goes wrong with the shipping process, it risks damaging trust between the retailer and the shopper.
It’s vital that retailers have access to the right carriers to ensure transport capacity during busy periods. They also need to make sure that the information they display at checkout matches the reality of the warehouse.
A greener Black Friday
Shoppers are growing increasingly eco-conscious. They care about the impact of their carbon footprint on the planet. They expect the people they do business with to share their values.
Retailers can enhance their own environmental credentials by offering more sustainable delivery options and promoting offsetting schemes.
Winning new customers with a great customer experience
Consumers have increasingly high expectations of the online shopping experience. And the shipping process is part and parcel of the overall customer experience.
Today’s shoppers expect regular updates on the status of their delivery. They assume they will be able to view those updates through the social channels that are relevant to them, not the communication methods that are convenient for the retailer.
Creating the right customer experience can build loyalty for the long term. But when consumers feel let down by the delivery experience, they will shop around for another one.
Check out our infographic “Five delivery experience tips to make customers buy”
Depending on the sector 10%, 20% or even 30% of online purchases could end up being returned. If retailers fail to put a clear returns process in place, shoppers will be less likely to buy in the first place.
One of the best ways to reduce the volume of returns, is to understand what issues are causing consumers to send items back and to work to reduce them. Running a digital returns process creates instant access to returns data. It becomes easier to spot patterns and find solutions.
Read our white paper “From returns to retention” to learn more about how the right returns process can build loyalty with shoppers.
Get ready for Singles’ Day
Despite rarely being mentioned outside Southeast Asia, Singles’ Day is now the biggest shopping day of the year. It takes place on 11 November. Online retailers and webshops need to be ready to take advantage of the surge in interest. This means ensuring sufficient capacity and being prepared to keep customers up to date on the status of deliveries as packages travel the globe.
Read our blog on learning the lessons from last year.
Retail readiness for Cyber Monday
For many retailers, sales from Cyber Monday are now level pegging with those from Black Friday. The event takes place on Monday 27 November and the average shoppers is set to spend more than $300 during the course of the day.
Cyber Monday success will not come from discounting alone. Low prices and targeted marketing may attract customers, but this is only half the battle. Retailers cannot - must not - neglect winning at both ends of the shopping journey. This means ensuring stock is plentiful and supply chains are fluid, right through to providing a delivery experience that will keep customers coming back long after the seasonal fanfare has passed.
Read our guide on steps retailers can take to get ready for Cyber Monday.
We can help online retailers and webshops scale up for the busiest time of the year. By providing tracking and communications capabilities, we can help them improve their customer experience. We can work with retailers to create a cutting-edge checkout and returns offer.
A good delivery experience means customers are less likely to abandon their shopping cart
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