Key Takeaways:
Delivery experience is a key differentiator for online retailers: It influences customer conversions and repeat purchases more than loyalty perks or alternative payment options.
Three Cs of Delivery: Consumers prioritize Convenience, Communication, and Clarity in their delivery experience.
Convenience: Shoppers want to choose delivery time and date, and some prefer PUDO lockers or collection points. Retailers must understand their customer's needs to implement the right fulfillment solutions.
Communication: Most shoppers (84%) want the ability to track their orders at all times, and many prefer receiving delivery information directly from the retailer.
Clear Returns: 75% of consumers are more likely to shop again from a retailer with an easy returns process. Younger consumers are more willing to contribute to the cost of returns.
Delivery and Experience Management (DMXM): This is a new capability that combines effective delivery management with an outstanding customer experience.
DMXM Benefits: It allows retailers to offer personalized delivery options, handle greater order volumes, and gain valuable insights from the last mile.
DMXM Outcomes: Retailers can grow their reach, build customer loyalty, protect revenues, and outperform competitors through innovation.
Conclusions:
Failing to provide the right delivery experience leads to lost sales and one-time shoppers.
Investing in delivery and experience management (DMXM) is crucial for ecommerce success.
Retailers who prioritize the three Cs of delivery (Convenience, Communication, and Clarity) will stand out in the competitive online market.
Implications for Brands:
Prioritize Delivery Experience: Invest in technology and processes that enable convenient, transparent, and reliable deliveries.
Offer Personalized Options: Allow customers to choose their preferred delivery method, time, and date.
Communicate Proactively: Keep customers informed about their order status and provide clear returns information.
Partner with the Right Providers: Choose delivery and logistics partners that can help you deliver a seamless and positive customer experience.
Use Data to Improve: Analyze delivery data to identify areas for improvement and optimize your processes.
Innovate and Differentiate: Explore new ways to enhance the delivery experience and stand out from competitors.
Comments