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Are you looking to set your e-commerce brand apart in an increasingly competitive market? The delivery and post-purchase experience can be the determining factor in building a loyal customer base.
In this blog post, discover ten tips to enhance delivery and create a seamless and enjoyable customer experience. From providing accurate delivery dates to a memorable unboxing experience, we'll guide you through ways to drive conversion rate and boost customer satisfaction. Whether you're established or launching your business, these tips are the key to elevating your delivery and post-purchase game.
In today's market, providing accurate delivery dates is crucial in driving conversions and customer retention. Did you know that displaying the estimated arrival time on the product page can result in a 9% decrease in abandoned cart rates?
Companies like Amazon and Asos are setting the bar high for delivery experiences: providing multiple delivery options, including same-day or next-day delivery and curbside pickup on Amazon lockers in convenient locations, booking a delivery slot and building a customer loyalty program like Prime! These brands make it easy for customers to receive their parcels.
But how can your brand keep up with this new delivery promise standard? By leveraging technology, such as the Bigblue Fast Tag and Tracking Page, you can provide customers with accurate delivery dates and precise ETAs, making the entire delivery process more transparent and reliable.
Customers like options when it comes to delivery methods. Not everyone likes to receive their packages at home and would prefer to retrieve their parcels from a nearby business, pick-up from the store or choose a specific day and time for home delivery.
Customer data from MetaPack reveals that nearly 90% of buyers said that delivery options were an important factor in their purchasing decision, while a staggering 63% are more likely to become repeat customers if the merchant offers the delivery options the buyer trusts.
How are well-known brands leveraging shipping methods? Zappos offers free shipping and returns, making shopping easy and stress-free for customers. To satisfy customers, Walmart offers free in-store pickup, same-day delivery, and standard shipping options.
Fast delivery is becoming a crucial aspect of the e-commerce experience, as customers often require their packages to arrive as soon as possible. Express shipping reassures clients about timely delivery, but it can also help save the day for customers during busy times like the holidays.
Offering express delivery can set your e-commerce business apart from the competition and provide customers with a superior shopping experience. A customer survey by MetaPack found that 45% of e-shoppers are willing to pay more or privilege buying from a merchant if they offer a faster delivery option. By providing this option, you can increase buyer satisfaction and boost customer lifetime value with repeat purchases.
Providing free shipping options can be vital in increasing the number of conversions for e-commerce businesses. 80% of consumers expect free shipping for high-value shopping baskets. Providing free shipping has evolved from being just an added convenience to a must-have for e-commerce businesses.
To protect your margin, you can offer free shipping for purchases above a certain amount. This not only entices customers to spend more to receive free shipping, but it can also increase the average order value. For example, the beauty brand Sephora offers free standard shipping for all orders over $50. They also allow customers to upgrade to express shipping for a fee, providing flexibility for customers who need their purchases delivered quickly.
By finding the right balance between offering free shipping and covering shipping costs, companies can drive conversions and provide a better shopping experience for their existing customers.
Order tracking and order confirmation emails have a staggering open rate of 75%, compared to the 25% of marketing emails. Use post-purchase email campaigns to your advantage!
For instance, online beauty retailer Sephora sends customised product recommendations based on a customer's purchase history. Meanwhile, clothing brand Everlane sends follow-up emails to customers who have recently made a purchase, offering them a discount on their next purchase.
Another way to enhance communication with customers is through custom messaging. Online furniture retailer Wayfair uses targeted messaging to promote special offers and discounts to customers who have shown an interest in a specific product. Doing this can increase the likelihood of a customer making a purchase.
Effective communication not only improves customer satisfaction but also helps build brand loyalty. By keeping customers informed and engaged throughout the entire delivery process, e-commerce brands can foster a positive image and drive repeat business.
💙 Bigblue Tips
Use our Integration with Klaviyo to build flows from your logistics data. Schedule your emails according to order status, segment your emailing bases according to customer satisfaction and increase your repeat purchase rate!
Measuring customer satisfaction is an essential aspect of driving conversions on your website. Acquiring a new client is eight times more expensive than retaining an existing customer. As such, it is crucial to find ways to measure customer satisfaction and use that information to improve the customer experience.
One way to measure customer satisfaction is through customer feedback like surveys or online reviews. For example, electronics retailer Newegg has a dedicated customer feedback section on its website where customers can rate their overall experience and leave detailed reviews. Similarly, furniture retailer Overstock allows customers to place their purchases and leave feedback for other customers.
Another way to measure customer satisfaction is through customer support interactions. For instance, the online clothing retailer Modcloth provides customers with a comprehensive FAQ section and a live chat function for immediate support. They also encourage customers to leave feedback on their purchases, which can be used to inform future decisions regarding product offerings and customer support strategies.
In conclusion, measuring customer satisfaction is crucial to driving conversions on your website. By providing customers with opportunities to give feedback and interact with your brand, you can gather valuable insights into their experiences and use that information to improve the customer journey.
💙 Bigblue Tips
Use Bigblue’s Shipping confirmation emails to collect customer reviews and increase your lifetime value and net promoter score.
The ability to quickly return products is crucial to the customer experience. A buyer-friendly returns policy can go a long way in building customer trust and loyalty. In fact, according to Tim Dumain, it’s 7 to 8 times cheaper to get a customer to place another order rather than to acquire a new customer.
Here are some e-commerce brands that are doing it right:
By making it easy for customers to return products, these e-commerce brands show that they trust their customers and are committed to their satisfaction. This can go a long way in building customer loyalty and increasing the likelihood of repeat business.
💙 Bigblue Tips
Use Bigblue’s Return Portal to facilitate your returns, and use our Store Credit option to increase sales like CAVAL or FROM FUTURE!
One of the best ways to increase customer loyalty and drive more conversions is to offer branded follow-up after a purchase. This can include follow-up emails, surveys, or even phone calls to check in and see how the customer is enjoying their purchase. By doing this, e-commerce brands can not only build better relationships with their customers but also gather valuable feedback that can be used to improve their products and services.
An example of a brand that excels in this area is Birchbox. After customers receive their monthly beauty box, they are sent a follow-up email asking for feedback on the products they receive. Birchbox also offers a loyalty program that rewards customers for making repeat purchases and leaving product reviews, increasing their lifetime value.
Another brand that uses personalised follow-up effectively is Unbottled. After customers receive their products, they are sent a follow-up email asking for feedback and offering assistance with any issues they may have. Unbottled also offers customers a "10$ voucher" using their referral program.
By offering personalised follow-up and building relationships with their customers, e-commerce brands can increase customer loyalty and maximise their lifetime value. Personalised follow-up shows customers that the brand cares about their experience and provides valuable feedback that can be used to improve its products and services.
💙 Bigblue Tips
Use Bigblue’s Integrations with Gorgias and Zendesk to optimise your follow-up emails and create personalised flows.
Unboxing is a crucial moment in the customer journey, as it sets the tone for the entire post-purchase experience. Creating a memorable and enjoyable unboxing experience can drive customer loyalty and increase the likelihood of repeat purchases.
For instance, cosmetics brand Glossier elevates its unboxing experience by packaging its products in a fun and Instagram-worthy manner. The brand uses cute, branded boxes and tissue paper, adding extra luxury to unboxing.
Luxury fashion brand Gucci takes it further by including a custom-branded dust bag for its products. This adds an extra layer of luxury and exclusivity to the unboxing experience, further strengthening the customer's connection to the brand.
To maximise the unboxing experience, it's essential to think about the packaging, the materials used, and the presentation of the products. Consider adding special touches like branded tissue paper, custom packaging or including a personal note from your team.
Creating a unique and memorable unboxing experience can turn a simple purchase into a standout moment for your customers and drive repeat purchases.
Delivering products on time is essential to any e-commerce business, as it directly impacts customer satisfaction. However, unexpected circumstances such as traffic, weather conditions, or technical issues can disrupt the delivery process, causing customer frustration and disappointment. To avoid this, e-commerce brands must remain transparent about their cut-off.
An example of a brand that maintains this level of transparency is Apple. Apple's online store provides real-time updates on the order and delivery status, ensuring that customers are aware of any potential delays. This helps to manage customer expectations and ensures that customers are prepared for any inconvenience.
Similarly, the beauty brand Sephora also uses a transparent cut-off process by sending timely notifications to customers about the expected delivery date and any potential delays. This level of transparency helps to build trust with customers and reduces the risk of disappointment.
In conclusion, the cut-off is an essential part of the delivery process, and e-commerce brands must remain transparent about it. By providing accurate information and updates on the delivery status, e-commerce brands can ensure that their customers are aware of potential delays and are prepared for any inconvenience. This helps build trust and foster a positive customer experience, leading to increased customer satisfaction and repeat business.