Our latest guide - Shipping for Growth explores how retailers can turn deliveries into a growth engine.
How people shop has been irrevocably changed since the pandemic.
The period of lockdowns and closures forced consumers into shopping online, while simultaneously driving retailers to innovate around service, delivery and returns. What that means today is that consumers have developed certain expectations from the e-commerce experience.
A revenue driver, not a profit drain
Data points across the e-commerce sector are indicative of this. According to this report, three in five shoppers prefer to buy from retailers that offer delivery options which meet their needs – convenience, speed, or a mixture of the two. Communication is vital, too. Research by Oracle found 93% of customers reported that they want to stay informed and receive proactive updates from retailers about their shipments.
The evidence is also clear that getting it wrong can seriously hamper a business. Ipsos and Octopia conducted a 2022 study in several European countries and found that a poor delivery experience would prevent 85% of online shoppers from ordering from that online retailer again, while this article from 2022 suggests, 76% of consumers would stop doing business with a company after just one bad customer experience.
The stakes are high. The question is, what can retailers do about it and what measure can be put in place to ensure the post-purchase experience is a revenue driver, not a profit drain?
Download our latest guide
It’s important that retailers can meet customer expectations at every stage of their growth: from increasing efficiency and flexibility to offering a greater choice of delivery and returns options, providing a stand-out customer experience, and arranging relationships with multiple carriers to enable deliveries worldwide. It’s a maze of options: brands must choose technology partners carefully.
Our latest guide. Shipping for Growth explores how retailers can turn deliveries into a growth engine.
Download the guide or, to find out more, get in touch below.
