According to research undertaken by the shipping platform nShift, almost three-quarters of customers (72.5%) say poor deliveries would cause them to stop recommending a retailer.
Between 50% and 70% of consumers studied would prefer to support independent businesses but not compromise on the quality or speed of the delivery process. The survey found that fast and free shipping is the number-one reason people shop with Amazon.
The research found that clear communication of package location improved the customer experience. Furthermore, the ability to serve new markets was marked as a key strategy because if a shopper finds that an item can’t be delivered to where they live, they are unlikely to come back. The researchers also found that creating an easy way to give feedback was important to consumer retention because when something goes wrong, customers wanted it sorted quickly. Finally, the ability to return items easily was highlighted, as 30% of delivered items end up as returns.
The guide from nShift, Building the brand with distribution and delivery, shows how quick delivery and easy returns are essential to creating a workable alternative to the leading online retailers. It explains how vendors can build their brands, boost revenue and build better relationships with customers. The guide highlights that a first-class delivery and returns experience should include a range of delivery options as this can cut abandoned carts by 50%.
Lars Pedersen, CEO of nShift, said, “While there are undeniable advantages to using online marketplaces, it can come at a cost. By depending on Amazon, eBay, Etsy and others to sell and ship their products, businesses allow them to control the customer experience, take the credit for their brand and gain crucial data on consumer preferences.
“But when e-commerce companies do take control of deliveries, the experience must be flawless. Deliveries and returns must be easy, effective and seamless to build a high-quality customer experience. When this happens, it is the seller, not the online marketplace, that gets the credit they deserve.”