As eCommerce continues to grow, so does the expectations of online shoppers. Long gone are the days where customers will accept clunky experiences; customers want a seamless cart-to-door shopping experience that is consistent with why they went online in the first place - convenience. What this means for many retailers and merchants is that competing for the dollars and eyeballs of shoppers goes beyond the utility of delivering their orders. Rather, it’s all about the customer experience (CX).
So why is convenience important to customers? Temando’s State of Shipping in Commerce report shows that over 30% of shoppers state that the main reason they shop online is due to convenience, it’s a clear indication that shipping should be exactly the same. Convenience is powered by choice and by giving customers multiple shipping options in the checkout, you are giving customers choice to decide which option is convenient to them at the time of purchase.
Close to 40% of shoppers abandon their cart when the shipping options given were not convenient to them.
By giving your customers choice, this helps reduce cart abandonment.
The report also shows that even though the main influence for the online shopper is convenience, not only is their convenience cut short but the gap between consumer and retailers continues to grow. 43% of consumers expect weekend/after hours delivery, while only 25% of retailers currently offer this. Not being able to meet the demands of your customers ultimately leaves an unpleasant experience for them. With close to 30% of retailers stating that when they increased the number of shipping options in the checkout, their customers had a better experience. Meanwhile, 74% of shoppers would shop with a retailer again if they had a positive shipping experience. It’s safe to say that providing a great customer experience is only a few shipments away.
Here are some tips to top off your customers’ experience:
Make sure to give plenty of choices to avoid shipping friction
Don’t forget to apply the same convenience to returns shipping
Provide tracking updates to complete the customer experience
In our 3rd #StateOfShipping blog, we’ll be looking at cost sensitivity.
Editor's note: Statistics featured in this blog is an average across the total report including US, UK, AU and FR.