Customer expectations are increasing and arguably, they are now higher than ever. Online retailers must keep up with their demands to remain competitive and one of the main considerations is accommodating the consumer’s fast-paced and busy lifestyles. Fitting it around them then they around you.
One way that you can do this is through the delivery services that you offer. Here’s why offering special deliveries is important to a business’s success.
Why Customer Experience is Vital
In order for your business to stay competitive, customer experience is key. It’s no longer possible for small businesses to compete on price and product, so speedy, friendly and trustworthy customer service is vital to securing their loyalty. A personalised tailored service will go a long way over a generic carbon copy type of service. Smaller retailers are able to capitalise and take greater advantage of being able to offer this than larger chains or firms can.
Good customer service can triple the likelihood of a customer recommending a brand to their friends and family so it’s not something that a business should overlook when hoping to maximise their profits. Remember its usually the bad experiences that people comment and remember than the positive good ones.
As delivery is an important part of your customer service, you don’t want to fall at the last hurdle by providing a slow and unreliable service, therefore frustrating the customer. Make sure to maintain and keep your level of customer service consistent.
How Special Deliveries Can Help
According to surveys, 87% of consumers said they would take their business elsewhere if they experienced delivery problems twice or more. But before they even make it to that point, you need to first prevent customers from abandoning their baskets and taking it all the way there to the checkout.
46% of shoppers have abandoned their carts due to delivery concerns, which could be due to price or the lack of options available. Having a range of delivery services on offer can help you secure a sale as many customers may be looking for next day, same day or recorded parcel deliveries.
Finding the Best Courier
When searching for a reliable courier to fulfil your deliveries, you need to find one that can cater for a range of delivery options for your business, such as weekend deliveries, next day, same day and tracked deliveries, without breaking the bank.
Many parcel delivery companies now allow you to get a quote online, so you can make sure that your special deliveries are affordable for your business, as well as meeting your customer’s expectations.
When you’re deciding on what delivery options to offer your customers at the checkout, bear in mind that customers value a variety of delivery options to fit in with their busy lifestyles and it could affect their decision on whether they want to do business with you. Make sure you offer special delivery options to help your ecommerce business remain competitive.