When was the last time you paused to evaluate your delivery strategy? Most brands think of checkout, shipping, and returns as operational necessities—boxes to check, rather than growth levers to optimize. But data shows that companies that reimagine delivery management as part of their core growth strategy are reaping the rewards in customer loyalty, operational efficiency, and bottom-line impacts.
This idea is at the heart of our latest ebook, Delivering Excellence: How Leading Brands Are Winning in Delivery Management. Built on real-world stories from our customers, the ebook captures how delivery management is evolving into a decisive competitive advantage. Below, we share highlights from these stories and new insights that reveal why now is the time to look at delivery through a fresh lens.
Delivery is not just delivery
For years, delivery was viewed as a functional task, focused on getting parcels from A to B with minimum disruption to business operations. But today’s customers expect more, and businesses that don’t adapt risk being left behind.
Consider this data point from the Baymard Institute: 70% of online shopping carts are abandoned, with over half of customers citing delivery concerns like limited options, high costs, or unclear timelines. These aren't minor inconveniences—they’re deal breakers.
Scandinavian Luxury Group, for example, discovered that standing out in a crowded market required them to provide flexibility and convenience in shipping. By integrating multiple delivery options through nShift Checkout, they reduced cart abandonment by 20% and saw order values increase by 28%.
What does this mean for your business?
Putting customer preferences first at checkout isn’t just a nice-to-have; it’s essential. Options like eco-friendly delivery, click-and-collect, or same-day shipping build trust and encourage conversions.
The (forgotten) power of post-purchase
What happens after a customer clicks "buy now"? For top-performing brands, that's where the real engagement starts. Post-purchase communication isn’t just customer service; it’s an opportunity to build confidence and loyalty.
One example comes from ICANIWILL, a sports apparel brand that lacked unified tracking. Customers became frustrated with inconsistent updates, which led to a rise in service inquiries. By implementing branded tracking tools through nShift Track, ICANIWILL saw a 50% drop in customer inquiries related to orders. Better yet, their repeat purchase rate spiked.
“Being able to communicate directly to customers has been a game-changer in terms of handling enquiries relating to orders and getting visibility of the data so that we can continually improve the service we offer.” - ICANIWILL
QUIZ, another fashion brand, transformed their post-purchase approach by embedding proactive tracking into every order. Consistent notifications reassured customers, reduced calls to support teams, and improved overall brand perception.
Why it matters
Transparency post-purchase builds trust. This isn’t just about reducing inquiries; it’s a long-term strategy to increase customer retention and strengthen relationships.
Turning returns into gold
Returns are often seen as a financial burden. But in today’s customer-centric world, a difficult return process could push first-time buyers away forever. According to NRF research, 67% of consumers say a negative return experience would stop them from shopping with a retailer again.
Hunkemöller, a fashion retailer, tackled this directly by introducing a paperless, automated returns process. Customers appreciated the simplicity, which led to a 15% increase in in-store returns. Most importantly, in-store returns became sales opportunities, with Hunkemöller using the return moment to engage customers and encourage additional purchases.
"What was a historical pain point for the company and our customers has been changed into something that adds real value." - Hunkemöller
Friluftsmagasinet, on the other hand, condensed return handling times by streamlining warehouse operations, saving costs while keeping customers satisfied.
Takeaway
Returns don’t have to be a headache. A frictionless return experience can establish your brand as reliable and customer-focused while creating upsell opportunities.
Scaling without compromise
Growth often comes with logistical challenges, such as increased shipping volumes or managing orders across new markets. The fear of scaling impacting customer experience is common—but brands like Stihl and JYSK show there’s a smarter path forward.
Stihl automated manual processes, such as label printing for delivery, saving over 1,000 hours annually. JYSK used nShift to make their picking process 40% faster while eliminating human errors in a scalable setup across 50+ countries.
Superdry went a step further by integrating real-time tracking across their operations to ensure delivery transparency, even amid rising demand. These changes enhanced their operational efficiency without sacrificing customer experience.
What’s holding you back?
Scaling logistics doesn’t mean sacrificing quality. With smart technology and partnerships, growth can fuel customer satisfaction, not hinder it.
Turning insights into action
Success stories like the ones from our ebook emphasize a critical shift in how delivery is viewed today. From checkout flexibility to proactive tracking and seamless returns, every interaction in the delivery process is an opportunity to delight customers, build loyalty, and drive growth.
This shift isn’t just about addressing pain points; it’s about unlocking entirely new possibilities for your business.
- What’s the impact of reducing cart abandonment with flexible delivery?
- How much time could you save automating your shipping workflows?
- Could returns become your next growth engine?
Our ebook goes deeper into these stories, giving you actionable insights that you can apply to your delivery strategy starting today.
The future of delivery is here, and it wants you to turn your delivery challenges into your biggest opportunities. Download Delivering Excellence to explore how leading brands are reshaping their delivery management strategies and unlocking sustainable growth.
