- The right delivery options and order tracking matter more
to new and returning ecom customers than loyalty schemes,
perks and payment options
- 85% of shoppers expect to find a clear returns policy and
72% expect a choice of delivery options
- By contrast, loyalty schemes are important to 60% of
shoppers, and flexible payment options like buy now, pay later
(BNPL) matter to just 49%
LONDON, May 22, 2024
/PRNewswire/ -- Online retailers wishing to attract new customers
and keep people coming back for more, should prioritize the
delivery experience. This is the conclusion of a new Retail Week
and nShift report. It finds that offering a choice of
delivery options matters more to new ecommerce customers than
loyalty schemes, perks, and flexible payment options.
According to a new Retail Week report, sponsored by
nShift, the delivery and experience management (DMXM)
provider, the delivery experience has the power to increase
conversions and help retailers out-perform competitors. While less
than half of returning customers view BNPL options as vital,
some 70% confirmed that delivery choice was critical.
"Shopper Unlocked: inside the mind of 1,000 consumers" found
that:
- Over 70% of shoppers consider a choice of delivery options
important
- 84% of customers would prioritize the ability to track
where their order is at all times
- 85% of people shopping with a retailer for the first time
expect to find a clear returns policy
- 62% of shoppers will abandon their basket if the delivery is
too expensive
- 63% want to specify the time and date of a delivery
- Pick up/drop off (PUDO) lockers and collection points are
important delivery options for shoppers aged under 45
Mattias Gredenhag, CTO at nShift said,
"Deliveries hold the keys to helping retailers stand out from
the crowd, build loyalty with customers and grow their revenue. But
if businesses simply treat shipping as a purely logistical feat,
they miss a huge chance to turn deliveries into a competitive
advantage."
"Effective delivery management ensures retailers have
connections to all the carriers they need to offer customers
personalized delivery options. This includes next-day,
zero-emissions, lockers, and more. It also enables warehouse teams
to handle greater volumes of orders. An outstanding customer
experience joins the dots from the checkout to the customer's
doorstep and on to buying again. It should be easy and intuitive
for customers, while yielding insights and intelligence to help
retailers run a tighter business."
nShift is the world's leading provider of delivery &
experience Management (DMXM) solutions. DMXM combines the core
aspects of delivery management, such as label printing and
multi-carrier booking capability with customer-facing applications.
It turns shipping and deliveries into a customer experience which
surprises and delights shoppers, while reducing costs and unlocking
efficiencies across warehouses and delivery teams.
DMXM with nShift 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 fulfillment teams. nShift helps retailers stay one step ahead
of the rest by investing more in R&D than its closest
competitors
Read the new Retail Week report, sponsored by nShift - Shopper
Unlocked: inside the mind of 1,000 consumers.
About nShift
nShift's delivery & experience management platform drives
ecommerce success. Grow beyond limits with constant innovation and
the world's largest carrier network. Build customer loyalty with
end-to-end tools that enhance experience. Unify data into usable
insight that connects and optimizes processes. With nShift,
make delivery the essential link between your brand and your
customers.
nShift. Worry less. Ship smarter. www.nshift.com
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