It's an omnichannel world, and your store's boundaries no longer end at the door. If you want to be as successful as possible and optimize all of your avenues for sales to your customers, you need a strong eCommerce solution. But that goes beyond user interface and real-time inventory updates: it includes delivery. A recent study found that 66% of online shoppers believe delivery experience is critically important, and failing to meet their expectations could cause them to shop elsewhere. Learn more in this excerpt from Retail Customer Experience:
While customers form a shopping opinion throughout the purchase experience, delivery is a "decisive" factor as 71 percent will take flight from an eCommerce site just after one disappointing experience, according to a Convey survey.
"Today's top retailers recognize that to succeed, customer loyalty must be a core focus," said Rob Taylor, CEO and co-founder, Convey, in a release. "However, creating loyal customers and meeting expectations is becoming increasingly difficult. As this survey has shown, when it comes to customer perception, the delivery experience is one of the most influential factors. Meeting these expectations and efficiently improving the delivery experience is pivotal to both top-line revenue and bottom-line cost."
Here are a few more key findings from the report:
— Retail Customer Experience
- 43 percent expect a delivery experience to be personalized based on their order and purchase history with 39 percent expecting to receive a better experience if they’ve shopped with a retailer before.
- 75 percent of shoppers believe proactive communication is important with 38 percent expecting to be notified immediately in the event of an issue
Continue reading the original article