Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Delivery and returns are critical to keeping customers loyal

2 In 5 consumers switch online brands as loyalty fails

The study found that simply developing a functioning e-commerce experience is no longer enough for a vendor to increase sales and capture loyalty. It has to be the best possible experience.

The study, entitled 'Delivering to customers and rebuilding loyalty', argues that retailers and brand owners must facilitate choice and enable shoppers to try before they buy. In short, they need to provide a delivery option that suits the customer, not the deliverer.

The guide sets out four ways that vendors can overcome these challenges, improve loyalty and increase sales through delivery and returns:

1. Create a variety of delivery options - for many, speed is of the essence, others it's cost while some seek sustainability. A great ecommerce experience must ensure all are available.
2. Automate the delivery process - expectations around how quickly items should be delivered has evolved. Two thirds of shoppers are even willing to pay more for a quick delivery.
3. Live tracking of parcels and returns - a quarter of shoppers are extremely likely to return to a brand that offers real-time order tracking. Tracking deliveries also enables the seller to monitor the performance of carriers, and compare the efficiency and quality of different services.
4. Easy returns and repurchases - more than 20% of items purchased from an online store are returned, and each return can cost about £20 to process. In a world where 43% of customers expect to be able to "try before they buy", this isn't sustainable.

Lars Pedersen, CEO of nShift, said: "Customers today check out the delivery and return options, before they shop. If one online retailer can't fulfill their need now, they'll simply shop elsewhere. However, if a vendor can provide a first-class customer experience through excellent delivery and seamless returns, it can build loyalty with its customers. This increases the chance of repeat purchases and recommendations which, in turn, leads to greater revenue."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)