In the business world, customer experience is the gold standard against which service is tested. If a company's services generate the best customer experience, they are trendy and successful in their objectives. When it comes to the eCommerce sector, the story is no different. A significant chunk of an eCommerce business's success depends on the customer experience and satisfaction it generates. This is because; an e-commerce business does not directly interact with the customer like the hyper-local store. Thus, there is a greater responsibility to create customer satisfaction through their services.
There are many fronts to focus on when improving the customer experience linked with your e-commerce business. One of the significant aspects of the eCommerce business that needs the most attention is the shipping experience. The shipping process is what connects your business to the customer and delivers your products. The successful delivery of your products depends highly on the shipping module. Therefore, if you improve the shipping experience through multiple steps, it can create a positive customer experience on the other end of your business.
Understanding Customer Shipping Expectations
Customers have clear expectations when it comes to the shipping experience from an ecommerce business. Meeting and exceeding those expectations is key to providing excellent customer service and growing your business.
What Customers Want
Research shows that the top things customers want when it comes to shipping are:
- Fast and affordable shipping rates
- Free shipping options
- Reliable delivery with tracking updates
Essentially, customers want their orders to arrive quickly, cheaply, and with full transparency into the delivery process. Satisfying these wants builds trust and loyalty with customers.
Improving Your Shipping Experience
Offer Multiple Shipping Options
Give customers choice over delivery speed and cost. Common options include:
- Standard 3-7 day
- 2-day expedited
- Overnight
Providing tiered shipping options puts control into the hands of your customers. They can choose the shipping method that fits their schedule and budget.
Meet Delivery Timelines
Be transparent with customers about estimated shipping and delivery timeframes. Then make sure your operations team meets those promises.
Late shipments result in poor customer experiences. Avoid this by having an accurate view into your fulfillment capacities and timelines.
Fulfill Orders Accurately
Mistakes happen, but strive for at least 98% accuracy in order fulfillment. This means picking, packing and shipping the correct items to the correct customers.
Double checks by warehouse staff and tracking technology can help minimize errors. When mistakes do happen, address them quickly and make it right with the impacted customer.
The Bottom Line
Providing an excellent shipping experience strengthens customer relationships and grows long-term business value. Meet customer delivery expectations around speed, cost and reliability at every opportunity.
Next article: Expedited Shipping- Everything you Should Know