E-commerce is growing at such a rapid pace – it’s worth an estimated 110.5 billion euros in the UK alone, and globally, it’s predicted to hit 1.5 trillion dollars this year, a 20% rise. So it’s not just a matter of making a sale, but holding on to the customer, in case they go elsewhere. A major part of online customer satisfaction lies in the delivery process, and while we wait for Amazon’s drones to take off, here are some things you can do to enhance your product shipments and put a smile on people’s faces.
Once you’ve worked out the logistics and are ready to go with parcel delivery, it’s vital to weigh up the costs and decide whether to pass them on or absorb some, if not all. It’s one of the drawbacks of eCommerce for consumers – we just do not like paying for deliveries, but we will put up with a small amount. A recent study by Econsultancy showed that 60% of abandoned online shopping carts were because of high delivery charges.
That’s not to say eCommerce firms don’t make money on deliveries, as many do – but at what real cost? Low or even no shipping fees may very well earn you extra sales, but breaking even might be the best option: good for you, and the consumer. If you really want to delight your customers, ship for free. Also, consider periodic free shipping to spur sales.
To get an edge on online rivals and to encourage repeat business, throw in a free gift with every purchase, and make sure it’s a promotional item. Free gifts nearly always go down well, and have the psychological advantage of forming a bond of trust with the consumer, who will feel valued and be more likely to buy from you again. Something like a mug with your logo emblazoned on it will work wonders – free advertising in customers’ homes.
To deliver more delight for your customers, offer shipping upgrades (courier instead of post) on various items or at certain periods. This will help to increase sales and lead to higher levels of customer satisfaction.