The post-purchase shopping experience is just as important as the pre-purchase experience. While most of the focus is projected towards the latter one, the former is a key determinant of whether you have succeeded to turn a one-time purchase into a recurring one or not.
High shipping costs are one of the top reasons for customers to abandon their shopping carts. According to a survey conducted by AlixPartners, 36% of the customers abandon their cart 70% of the time, due to the high shipping costs.
Shoppers expect a fast, affordable, and accurate shipping experience. An unforgettable shopping experience is a must to create lasting relationships and increase conversions. When a customer purchases something from an online store, the business has already put a lot of effort into converting that customer. But all this effort can be lost if the shipping and post-purchase experience are unsatisfactory.
Happy customers are the success of any business. Here are:
7 shipping tips to make your customers happy
Offer Free Shipping Tips
Free shipping tips is a great marketing device to remove resistance from your customer’s buying journey. Customers are 69% more likely to wait to make online purchases when you offer free shipping. Customers are also willing to compromise on late deliveries if the shipping is free.
Offering free shipping might not be feasible for some businesses without incurring expenses. One approach to implementing free shipping is to incorporate the shipping cost in your product’s price. Another approach can be to set a minimum order price threshold to avail free shipping.
Research your competitors to see what shipping fees are they charging. Offering free shipping can give you a competitive edge over your competitor selling the same product.
Offer Several Shipping Tips Options
In some instances, customers prefer to get an item delivered in the shortest shipping time possible. And having multiple delivery options such as 2-days delivery, overnight, or same-day delivery can impact your conversion rate. You can charge different fees for expedited delivery based on the order value.
Test Your Shipping Process by Ordering From Yourself
Your product can be the best, but if your customer’s shipping experience is not satisfying, it will result in losing your customer. A shipping experience without the excitement of receiving your package on time or earlier and that too with lower than expected quality is suicide for any business.
The best way of improving your customer’s shopping experience is to go through the experience yourself and figure out the lacking areas. Place an order on your online store and see how the shipping is being handled. Do you get tracking updates? Does your package gets delivered on time? In what state did the package gets delivered and were there any damages? How responsive is your customer support team?
This test product shipping can reveal areas that are giving a bad impression to your customers about your brand that you are not even aware of. The next step is to address all the highlighted issues and make necessary adjustments.
Be Transparent About the Timeline
One of the most frustrating aspects of online shopping is the lack of adherence to shipping and delivery timelines. Ecommerce brands commit to delivering packages within a said timeline yet don’t do justice to the claim practically, losing customers. Whatever shipping times you are offering, even if they are longer, stick to that. A delayed package ruins the customer’s perception of your brand.
Build realistic expectations and don’t convey shorter deadlines when your supplier cannot meet them.
Obtain Customers’ Phone Numbers
Obtain the customer’s phone numbers while asking for contact details during order check-out. It helps delivery companies to send notifications directly to customers. Customers can track their orders via notifications received from the shipping companies. It also helps in ensuring the right delivery and avoiding any missed deliveries.
Provide Shipping Tracking Updates
Order tracking is another way to build trust in your customers. Customers don’t like to feel neglected once an order is placed. This usually results in customer queries about their order delivery. The wait becomes somewhat more bearable if you know when it would end. Customers prefer to know when they would be receiving their package. Thus, providing package delivery tracking updates is a great tip to make your customers happy.
Implementing auto-delivery updates can also relieve your customer support team in addressing queries regarding shipment.
Efficient Shipping Makes Happier Customers!
Ecommerce businesses especially drop shippers and print-on-demand ventures have to depend on a supplier to process shipment and order delivery. A reliable supplier is essential to delivering a smooth and long-lasting shopping experience. It’s worth the effort to implement the 6 shipping tips to make your customer happier. Here’s a quick summary;
- Offer Free Shipping
- Offer Several Shipping Options
- Test Your Shipping Process by Ordering Your Products
- Be Transparent About the Shipping Details
- Obtain Customers’ Phone Numbers
- Provide Shipping Tracking Updates
Ending Note
Unusually ignored, the after-sale experience has a vital role in determining consumer happiness and loyalty. Through the application of the seven shipping recommendations mentioned above, companies may greatly improve the customer journey and cultivate enduring partnerships.
From providing adaptable shipping choices and open lines of communication to guaranteeing precise and on-time deliveries, every action helps to establish credibility and a favorable brand image. Recall that a satisfied client is more likely to use your services again and to recommend you to others. Investing in a smooth shipping procedure is a calculated risk that will ultimately contribute to the success of your company.
By prioritizing customer satisfaction through exceptional shipping, businesses can differentiate themselves in a competitive marketplace and drive sustainable growth.
FAQs
The 5-step process to shipping a package
- Step 1: Choose the right shipping plan for the right products.
- Step 2: Use the appropriate supplies and packaging.
- Step 3: Determine which shipping service you want to use.
- Step 4: Generate or print your shipping label.
- Step 5: Get the shipment in the mail.
You’ll Earn Your Customer’s Loyalty
Gaining your customer’s loyalty through making them happy means they’ll also be likely to be your brand ambassadors, passing on their good experience to family and friends.
6 Simple ways to increase your customer base
- Offer a free newsletter.
- Increase your customer base by asking for opinions.
- Keep up and maintain excellent customer support and service.
- Keep your website content fresh.
- Promote your business on social media networks.
- Encourage customer referrals.
Customer loyalty is an ongoing positive relationship between a customer and a business. It’s what drives repeat purchases and prompts existing customers to choose your company over a competitor offering similar benefits. Loyalty is a result of multiple positive interactions that build up a feeling of trust over time.
5 ways to build trust with clients
- Be reliable. Let your clients know that they can count on you.
- Be transparent. Transparency is essential for building a trusting relationship with clients and begins with good communication.
- Be proactive. Don’t always wait for your clients to come to you.
- Be available.
- Be authentic.
