A retailer’s ability to deliver an online order quickly and without any hiccups can have long-lasting implications. 98% of online shoppers said shipping has an impact on their brand loyalty and 83% are not likely to shop with a merchant again after a poor delivery experience, according to a recent study by delivery experience management company Convey.
In an era in which it is increasingly difficult for retailers to retain customers, retailers need to monitor and optimize each aspect of their operations to avoid potential issues, says Kirsten Newbold-Knipp, Convey’s chief marketing officer. “The last mile—when orders move from the transportation hub to final destination—has become a key battleground,” she says. “Brands cannot afford to leave delivery experiences to chance.”
Meanwhile, retailers must proactively ensure consumers get their orders how and when they are expected. That means taking action to correct issues and regularly communicating to uphold brand promises. “A lack of visibility can be a big problem,” Newbold-Knipp says.
John DeVierno, head of community happiness at natural products retailer Grove Collaborative, which is a Convey client, says that prior to working with Convey, that lack of visibility impacted his team. “We noticed that our shipping carriers didn’t always do the best job of letting us know when a shipment…
To get immediate access to the rest of this article, sign up for a free Strategy Membership using the Join for Free button below. If you’re already a member, please sign in.
Want to read more? Unlock Free Strategy Membership