“Online retailers that don’t deliver their products in branded packaging are missing a chance to retain consumers,” says nShift, the global leader in delivery experience.
Research shows that 40% of consumers say branded packaging makes them more likely to recommend a product to a friend. About 39% have shared a photo of branded packaging on social media if they are happy with the experience. [1]
” If a consumer is happy with what’s coming to their doorstep, it’s worth reminding them where it came from ,” said Lars Pedersen , CEO of nShift. “ When retailers rely only on large marketplaces to sell and ship their products, they are the ones who reap all the benefits. »
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“By taking control of the management of their deliveries, e-commerce companies can take ownership of the customer experience and build their brand with the consumer. But while many people like the idea of dealing directly with the retailer, they won’t compromise on the quality of delivery. They expect a good range of delivery options, reliable service and to be kept up to date on the status of their order. »
nShift suggests that a first-class delivery and returns experience should include:
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- A range of delivery options ; for some buyers, speed is everything. For others, cost or durability are paramount. Offering a range of options can increase conversions by 20%.
- Clear communication ; people want to know where their package is at every step of the delivery process.
- The possibility of serving new markets ; if a buyer finds that an item cannot be delivered to where they live, they are unlikely to return.
- An easy and accessible way to report information ; when something goes wrong, customers want a quick and easy way to raise the issue and get it fixed quickly. If they can’t find one, they’ll complain on social media.
- The ability to easily return items ; approximately 30% of delivered items are returned. For many customers, returning an item is part of the shopping experience. They expect it to be easy.
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