Report shows the business value of meeting customer expectations around fulfilment and delivery
Consumers have developed higher expectations from the e-commerce experience. Three in five shoppers will choose retailers that offer delivery requirements which meet their needs – convenience, speed, or a mixture of the two.[1] Communication is also important, with four in five consumers expecting to be kept informed at every stage of the fulfilment and delivery journey.[2]
According to nShift, the global leader in parcel delivery management, it’s important that retailers are able to meet such expectations at every stage of their growth, which is what is covered in its latest guide, “Shipping for Growth”.
Mattias Gredenhag, CTO of nShift, said: “As shoppers become more discerning, and increasingly conscious over how and where they spend their money, being able to provide them with a best-in-class service from checkout to returns is absolutely essential to attracting and retaining their custom.”
The report explores how retailers can continue to keep their customers satisfied as they grow including:
- Efficiency and flexibility – automating the book and print process can significantly improve efficiency – especially for smaller businesses. Being able to generate documentation as soon as an order is complete, and identify the optimum transportation solution for every order, can save considerable time and money.
- A range of delivery options – as a company grows, it’s essential it continues to offer a range of delivery options. Almost half of shoppers will look elsewhere if they feel delivery times are too long, and almost a third say the ability to specify a delivery slot could mean the difference between shopping with one retailer and another.[3] Sustainability is important, too. Many consumers are willing to wait for deliveries if it means reducing their carbon footprint.[4]
- International expansion – so they can continue offering consumers a seamless delivery experience as they expand across the globe, retailers will need relationships with a large selection of both regional and international carriers.
Gredenhag concluded, “Retailers require a delivery experience partner that will grow as they grow. One that can provide an automated delivery and returns process, access to a wide range of carriers across the globe and, of course, the technology that makes all this possible.”
Download the guide, “Shipping for Growth” here
[1] https://www.smartcompany.com.au/marketing/four-ps-marketing-delivery/
[2] https://www.mycustomer.com/selling/ecommerce/ecommerce-delivery-trends-what-contributes-to-a-positive-experience
[3] https://www.mckinsey.com/industries/retail/our-insights/retails-need-for-speed-unlocking-value-in-omnichannel-delivery
[4] https://www.risnews.com/survey-consumers-willing-delay-deliveries-if-its-more-sustainable
Find out more: www.nshift.com
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