How to build a customer experience that’s stronger than advertising

by Mattias Gredenhag, CTO

Almost two-thirds of consumers say that a positive ecommerce customer experience is more likely to win them over than great advertising.

It means ecommerce companies need to start thinking of deliveries as something more than boxes but as an engine of business growth.

Teamwork unlocks a world of potential

Our latest guide, “Beyond the box – turning deliveries into a business-building experience”, sets out the business case for integrating delivery management – including carrier management software and last mile tracking – with customer-facing post-purchase applications.

The best delivery management and post-purchase experience depends on close, effective collaboration between logistics teams, in charge of the last mile, and ecommerce functions, which oversee the customer experience.

Delivering business growth

To online shoppers, the way that their items are shipped and delivered is a crucial part of the customer experience. The handing over of the parcel marks the moment of truth between the retailer and their customer. Deliveries act as an engine for business growth in five key ways. Specifically:

1. Deliveries get people buying - offering the right range of delivery options at checkout can boost conversions by 20%
2. Deliveries keep people coming back for more – if ecommerce deliveries are managed well, two out of three customers will shop again
3. Deliveries grow the retailer’s reputation - the vast majority (90%) of consumer trust brand recommendations from friends. Leaving customers satisfied helps sow the seeds of growth
4. Deliveries create new marketing and sales opportunities - customers are far more likely to read messages about deliveries and returns than they are other communications from retailers. So retailers can weave in relevant product plugs
5. Deliveries are at the heart of the shopping experience of the future – 25-24-year-olds are the most likely age group to abandon online baskets due to a lack of convenient delivery options

Download the report to find out more

Retailers can only take advantage of these opportunities if delivery management and the customer experience are joined-up. Logistics and ecommerce teams need to be able to collaborate effectively. The right software is crucial.

Delivery and experience management (DMXM) from nShift provides that platform. We bring together the core components of delivery management – including a library of over 1,000 carriers – with customer facing applications and fully built-in solutions.

Read the full report: “Beyond the box – turning deliveries into a business-building experience.”