Shipping in ecommerce is essential for customer satisfaction. Get the details on how to increase customer loyalty with shipping here.
Did you know that by 2021, more than two billion people will be purchasing goods and services through ecommerce businesses? The ecommerce industry is booming and competitive. Brands need to do everything they can to differentiate themselves and provide the best shopping experience possible in order to have return visits.
However, one of the most under-utilized areas to create an edge is shipping. With this in mind, we're going to tell you exactly what you need to know when it comes to improving your shipping experience.
Read on to learn all about customer loyalty with shipping!
Repeat Orders Are Your Bread and Butter
You may be wondering why you need to invest the time and money for improving your shipping and logistics when your system is working. This is because a customer's impression of your brand doesn't stop when they pull out their credit card.
If they have a bad or even subpar experience during the shipping process, they're far less likely to become a return shopper. This is unfortunate for your business because even just a 5% increase in return customers can lead to a 75% increase in profitability.
Instead of constantly chasing new leads, focusing on making your current customers happy is a better use of your time!
Transparency in Shipping Costs
Your first step to increasing customer loyalty with shipping is to step up your transparency. Building trust is almost synonymous with an increase in customer loyalty.
Today, customers often compare shipping times and prices of different brands. This helps them determine which business they'll make a purchase from. It may seem tempting to hide your shipping costs and times in order to get the most business. However, this may actually turn off prospective customers.
Not being transparent with shipping may also throw off a customer's expectations. For instance, if they want an item delivered at a certain time for a birthday or anniversary and the item arrives late, they may blame you for not setting up the right expectations.
Display Multiple Shipping Options
Even if your shipping times are long, customers may feel as if the wait is worth it for a discounted price. Conversely, a higher price tag with speedier shipping may also make sense to them. Let your customers make informed decisions!
You want to provide plenty of shipping options to satisfy every customer that plans to make a purchase. Offer standard delivery for those who aren't in a rush and express for those who are. If you have a physical location, store pick-up is a great way to save locals money and also foster a better relationship with them.
It's important to remember that most customers expect a standard delivery to take between three to five business days. Free shipping is also a common expectation with the popularity of Amazon, so if you can afford it this will also inspire customers to checkout.
Communicate Shipping Updates
Once your customer makes a purchase, it's important that you keep communication open and offer ways for them to track their shipment. Live-tracking will keep customers satisfied and keep your inbox of requests low. You can also set up an automatic email that informs customers when their item is on the way and the predicted arrival date.
Along with tracking, you'll also want to give the customer multiple ways to easily contact customer support if they have questions. Many young shoppers have phone anxiety while email can take too long, so live chat is the most popular option for ecommerce stores.
If your company is too small for a customer support team, a self-service portal that provides tracking information and FAQs is the best way to keep your customers informed.
You can also save money when it comes to shipping through contract negotiations, especially if you deal with high volume. Those savings can be passed along to your customers.
Delight Your Customers
It's important to surprise your new customers with generous extras and gifts in order to retain their business. Provide discounts, samples, or even a handwritten thank you card to show that their business is important to you.
You can also personalize their package by providing samples related to the item they purchased. Offer a birthday voucher that grants a free item. The important point to remember is that the more generous you can be with your customers, the better.
Work With Your Customers
There will be times when a customer isn't satisfied with the item they received. In these cases, it's important to make the return process as convenient as possible. If it isn't, the customer may feel as if their money is being stolen. They'll be less likely to do business with you in the future.
You can package your items in a way that makes them easy to return. For instance, package clothing in resealable bags instead of plastic that customers have to rip open. Make sure your return policy is well-documented on your website so that they know when they can expect their full refund.
Remember that if the customer is upset about shipping delays and wants to cancel their order, you have the option of asking the carrier for a shipping refund.
You can avoid returns by ensuring that the items on your website are photographed by professions. Provide accurate item descriptions as well as measurement guides for clothing.
Improving Customer Loyalty With Shipping: Transparency and Generosity
With these customer loyalty tips, improving your customer loyalty with shipping should be an easy process. It's all about being as upfront as possible with your customers and making sure that communication is open the moment they click checkout.
Customers should know what to expect when it comes to your shipping costs, times, and return policy. However, you can make the process even better by providing generous gifts, samples, or discounts they didn't expect with their order. This makes it far more likely that you'll have a return customer.
Ready to reduce your shipping costs and protect your bottom line? Contact us today to get started!
Jimmy Rodriguez is the COO and co-founder of 3dcart, an ecommerce software to build SEO-friendly online stores. He's dedicated to helping internet retailers succeed online by developing digital marketing strategies and optimized shopping experiences that drive conversions and improve business performance.