As research finds younger shoppers are the most likely age group to abandon online baskets due to a lack of convenient delivery options, a new nShift guide can help retailers maximize deliveries as a growth engine for the business
When it comes to younger shoppers (GenZ and younger millennials), the delivery experience holds the keys to ecommerce success. This is the major takeaway from new research conducted by nShift, the global leader in delivery & experience management (DMXM).
The survey, conducted in partnership with Retail Week, found that 25-34-year-olds are the most likely age group to abandon online baskets due to a lack of convenient delivery options. It also found that choice and convenience are critical. Almost three quarters (71%) of 25 to 34-year-olds say that choosing the date and time of delivery is important, compared to just 53% of over 55s. In terms of delivery options, 25-34-year-olds are the most likely of any age group to like click and collect, with 51% deeming it important[1].
nShift’s guide Beyond the box: Turning deliveries into a business-building experience explains how the delivery experience can act as a platform for business growth, customer acquisition and revenue generation. Available to download, the guide not only outlines what a great delivery experience looks like but, more importantly, what is required of retailers to make it happen.
“Younger consumers are not just a crucial segment of today’s ecommerce market – they represent the customers of tomorrow. It’s vital that retailers understand their needs and create an experience that delivers for today and endures for the future.” said Sean Sherwin-Smith, Product Director Post-Purchase at nShift. “Deliveries create opportunities to grow the business. Getting shipping right increases conversions at checkout and builds customer loyalty. It can also lower costs and protect margins – for example by streamlining the returns process and encouraging revenue-protecting exchanges. Achieving this winning formula depends on close, effective collaboration between retailers’ ecommerce and logistics teams.”
DMXM – an integrated approach combining the delivery management and the post-purchase experience – holds the keys to helping retailers stand out from the ever-growing ecommerce crowd. DMXM 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 which 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, break down internal silos, and drive operational efficiency
- Out-perform competitors – whether by engaging with customers in new ways or increasing the throughput of deliveries and fulfilment teams. nShift helps retailers stay one step ahead of the rest by investing five times more in R&D than its closest competitors
The guide, ‘Beyond the box: Turning deliveries into a business-building experience’, can be downloaded from the nShift website.
Find out more: www.nshift.com
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[1] https://www.retail-week.com/shopper-unlocked-report
