Major brands like Amazon, Walmart, and Target have changed the game. People have become so accustomed to fast, efficient, and hassle-free delivery experiences that smaller ecommerce companies have no choice but to meet the evolving demands of the marketplace.
Rising Expectations Mean Less Room for Error
Did you know that 80 percent of a company’s future revenue is likely to come from just 20 percent of its existing customers? In other words, the key to success in this business is customer retention.
The question is: How do you retain customers? Other than creating excellent products that meet specific needs, you have a few other tools at your disposal. A smooth, flawless delivery experience is one of them.
Companies like Amazon – which offers same-day, next-day, and/or two-day shipping in nearly every zip code in America – have changed the way people see ecommerce deliveries. It used to be that people accepted a five- to seven-day window. Now they expect their packages to arrive within hours.
While you might not be able to realistically execute same-day or next-day shipping, there are ways you can improve the delivery experience for better customer satisfaction.
Ecommerce Delivery Experience: 13 Things to Consider
In today’s fast-paced and competitive market, consumers expect a seamless and efficient delivery process. A positive delivery experience can lead to increased customer satisfaction, loyalty, and overall sales. On the other hand, a negative delivery experience can result in customer frustration and even loss of business.
Here are some tips to improve the delivery experience for your ecommerce customers:
1. Offer a variety of delivery options
Give your customers the flexibility to choose the delivery option that best suits their needs. This can include options such as standard delivery, next-day delivery, same-day delivery, pickup from a store or locker, and even international shipping. When you offer a range of options, you can cater to the diverse preferences of your customer base.
2. Communicate delivery updates and estimates
Keep your customers informed about the status of their orders and any potential delays. This can be done through email updates, push notifications, or through your website or app. By providing real-time updates, you can help reduce customer anxiety and improve their overall experience.
It’s also helpful to set realistic expectations for your customers by providing clear delivery estimates (such as expected delivery dates and any potential delivery windows). Setting clear expectations helps your customers plan accordingly and avoid any potential disappointment.
3. Offer delivery tracking
A delivery tracking system allows customers to follow the progress of their order and stay updated on its estimated arrival time. This can be done through a tracking number or tracking page on your website or app. Providing this level of transparency gives your customers peace of mind and improves their overall delivery experience.
4. Consider delivery times
Think about offering delivery during evenings or weekends to cater to customers who may not be available during standard business hours. You can also consider offering delivery at specific times or within specific time slots to give your customers more control over when they receive their orders.
5. Include supplementary information
Offer clear instructions and support when shipping products that require assistance with setup or use. For example, PrintingCenterUSA.com suggests including a spiral bound guide or support book (rather than poorly written instructions that get crumpled up at the bottom of the package). It doesn’t cost much to create a quality guide, but it can put customers’ minds at ease and lower the number of customer support requests you receive.
6. Invest in higher quality packaging
The packaging of your products can play a significant role in the delivery experience. Invest in high-quality packaging materials to protect your products during transportation. Sturdy boxes, bubble wrap, and other protective materials don’t cost much more than the entry-level options. And when you consider how they protect your products and reduce breakage during shipping, you’ll almost always come out ahead. You can visit SupremeX Packaging solution for the best quality packaging.
Speaking of materials, be cognizant of the environmental impact of your delivery process. Consider implementing eco-friendly practices such as using reusable or biodegradable packaging materials and partnering with eco-friendly delivery carriers.
7. Make returns and exchanges easy
A returns and exchanges policy can be a key factor in the delivery experience for your customers. Make it easy for customers to return or exchange items that are not to their satisfaction. This can be done through a simple online process or through in-store returns.
8. Use customer feedback to improve
Don’t be afraid to ask your customers for feedback on their delivery experience. Use this feedback to identify areas for improvement and implement changes to enhance the delivery process for your customers.
9. Partner with reliable carriers
It’s important to choose carriers that are reliable and able to deliver your orders on time. Consider factors such as delivery times, tracking capabilities, and customer service when selecting carriers. By partnering with reliable carriers, you can improve the delivery experience for your customers and reduce the risk of delays or issues.
10. Optimize your website or app for a seamless checkout process
A smooth and seamless checkout process is essential to improving the delivery experience for your customers. Make sure that your website or app is easy to navigate, and that the checkout process is simple and straightforward. Consider offering a variety of payment options and consider implementing features such as saved addresses and payment methods to make the checkout process even easier for returning customers.
11. Consider offering free delivery
Free delivery can be a powerful incentive for customers and can improve the overall delivery experience. While offering free delivery may not be feasible for all businesses, it’s worth considering for certain promotions or to encourage higher order values.
12. Use social media to connect with customers
Social media can be a powerful tool for improving the delivery experience for your customers. Use platforms such as Facebook, Instagram, and Twitter to connect with customers and provide updates on their orders. You can also use social media to respond to customer queries and resolve delivery-related issues in real-time.
13. Leverage data to improve your delivery process
Finally, consider using data and analytics to improve the delivery experience for your customers. Analyze data on delivery times, customer feedback, and any issues that may have arisen to identify areas for improvement.
Iterate to Great
Implementing these tips can help you improve the delivery experience for your ecommerce customers and drive customer satisfaction and loyalty. Remember to continually review and optimize your delivery process to ensure that you are meeting the evolving needs and expectations of your customers.
Whether it’s creating a new product or mastering shipping and logistics, iteration is the key to long-term success in this industry.