nShift urges retailers to ensure proper infrastructure ahead of peak season
Over a third of retailers face supply-chain frustrations during times when delivery is crucial.[1] But if they fail to get a grip on fulfillment ahead of peak season, they risk losing customers forever. Some 85% of consumers claim that if they suffer a poor delivery experience, they will switch to a different retailer.[2]
A new report from nShift, the global leader in delivery and experience management (DMXM), encourages online and multi-channel retailers to learn lessons from the summer sales season and make changes ahead of peak. While it’s too early to assess the success of summer discounts and promotions, many retailers constantly look to improve their performance. By offering a better customer and delivery experience they believe that they could have generated extra revenue and built longer-term relationships with customers.
Peak season refers to the final months of the year and the very beginning of the next. It includes Singles’ Day, Black Friday, the Christmas shopping season and New Year sales. nShift’s report argues that retailers must ensure they have the right strategies and infrastructure in place to maximize success during these crucial months.
Sean Sherwin-Smith, post-purchase product director at nShift said, “The delivery experience is not just a feat of logistics. It provides opportunities for vendors to build their brand with shoppers, upsell to customers and strengthen loyalty. But disjointed processes often leave boxes at one end of the spectrum and customer relationships at the other.
“Delivery & experience management (DMXM) with nShift is different. It takes the core components of delivery management, such as a library of 1000+ carrier connections. And it combines them with customer-facing applications that manage checkout and returns interfaces and customer communications.”
DMXM enables retailers to offer outstanding customer experiences and increase operating efficiency. It enables retailers to:
- Grow beyond limits – with a library of 1000+ carriers, nShift enables retailers to expand internationally and offer more delivery choices to customers at checkout. This increases conversion rates
- Connect every stage of the customer journey, by offering the right delivery options at checkout (including popular zero-emissions and pick-up, drop-off deliveries), a superior tracking experience, and simple returns. This will maximize revenue retention
- Enable data-tight ecommerce, by combining data from carriers, logistics, and other business systems. DMXM brings this information together, helping retailers sharpen customer insights and break down internal silos. It will drive operational efficiency
- Out-perform competitors – whether by engaging with customers in new ways or increasing the throughput of deliveries and fulfillment teams. nShift invests five times more in research and development than its closest competitors. This helps retailers stay ahead of their competitors.
Read the full report “Learning from summer sales: how delivery & experience management (DMXM) can help retailers perfect their peak-season offer by applying lessons from June discounts”
nShift. Worry less. Ship smarter. www.nshift.com
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[1] https://shorturl.at/ccVyt
[2] https://www.ipsos.com/en/ecommerce-marketplaces-delivery-experience
