Wednesday, August 15, 2018

Meeting Customer Shipping Expectations

Customers have high expectations when it comes to the shipping of their orders. Do you know what the biggest customer demands are? And are you meeting them? We’ve compiled a list of the leading customer demands when it comes to ecommerce and how you can be sure to deliver.

Expectation: Fast Delivery

Solution: At the bare minimum, you must make sure to meet the deadlines you’ve set for yourself on your website. If you state that products will arrive one week after an order has been placed, you need to be sure that the products will arrive within that one week timeframe.

But ideally, your products will be in your customer’s hands within several days of a product being ordered. Aim for faster delivery times, and aim to have your product arrive faster than a customer expects. They’ll be pleasantly surprised to get your product early.

Expectation: Easy Product Tracking

Solution: If most of your tracking systems are manual, now is the time to update your supply chain. Think about your shipping process and consider when during the process customers are able to track their order.

The goal is to offer updated shipping information regularly. This may include emailing the customer, texting them, or creating landing pages where customers can easily track the status of their order. If nothing else, you’ll want to set up a process so that a customer is emailed when their item ships.

Expectation: Multiple Shipping Options

Solution: Your customers are busy people, and they won’t always be home to collect parcels that are being delivered. When it comes to more expensive parcels in particular, customers want the opportunity to have more control over the arrival times and days.

It’s easy enough to offer multiple shipping options, whether that is faster delivery times or delivery of parcels on specific days such as on weekends or after typical work hours. Get an idea of what your customers want so you can offer the options they’re looking for.

Expectation: Fair Return Policy

Solution: Customers are more likely to spend their money online when returns are easy to make and ideally, free. There are several things you can do about this to keep customers shopping and ultimately, buying. You want to make sure your return policy is clear and easy to find. You also want to make it as easy as possible for customers to return an item. Nothing frustrates a customer more than being unhappy with a product then having to jump through hoops to get their money back.

We wrote in depth about return practices HERE, so take a look for more details.

Expectation: Free Shipping

Solution: Customers love free shipping, and your brand loyalty will grow when you offer free shipping. It may seem expensive, but there are a few ways you can offer free shipping without losing money.

We did an entire blog post on this subject, which you can find HERE.

Expectation: Products Arrive Safely

Solution: Properly package your products before sending them to your customers. By properly packaging your items with the correct shipping supplies, you can be reasonably sure your products will arrive safely.

Shop for quality shipping products that will get your items safely to their destination, helping you to gain loyal customers.

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