With a surplus of products & services available, we have found that the post purchase experience, especially the delivery journey is now the key driver to customer loyalty. Read Buy Kiwi’s insights below & learn how optimising your delivery offerings is the key to unlocking repeat purchases and ultimately, customer loyalty.
Customers want to feel valued and prioritised. Implementing & executing efficient shipping processes is the best way to turn a first-time customer into a repeat customer and eventually, a lifelong brand advocate. This can be done by creating trust, communicating with customers, and remaining transparent on their delivery status.
It is also important to manage & meet customer expectations. If your delivery time frame states “2-4 business days”, it is vital that the order is delivered within this time. Shipping delays are sometimes unavoidable, especially during peak seasons. Customer disappointment can be combatted by remaining transparent at all times. We’ve often found that customers are less likely to be upset & disappointed with late delivery if they’ve been properly informed every step of the way. Live tracking can assist with this.
Conversions & basket size can be increased by optimising your checkout options. This can be done by offering Free Shipping or a flat rate regardless of location & order size. Same day/overnight delivery is an attractive option for those who want their products urgently & where click & collect is not an option – and can often be offered at a slightly higher rate.
If resources and capacity are limited during peak/sale seasons, it is important to communicate this. Inform customers of dispatch & delivery delays, and when new stock will arrive for their orders. As always, transparency and open communication are key.
3 Quick Win Strategies
Have sufficient resources available: Plan & be properly prepared for high sales volumes. This may mean hiring additional staff or working longer hours in the warehouse to dispatch orders
Transparency around communication: Be realistic about how quickly orders will be dispatched & communicate this to the customer.
Live tracking experience: This gives customers peace of mind on their delivery status & creates value as they can receive live updates on their order