With the increase in ecommerce businesses around the globe, improving the customer delivery experience is crucial to creating client retention and loyalty. Over 80% of customers stop purchasing from different entities due to poor customer experiences. One of the best ways to enhance customer experience and satisfaction is by improving delivery services. Read on for five ways to improve the customer delivery experience.
1 Keep your customers updated about the delivery status
Making an online order can be a challenging experience for your customers as they cannot physically see or touch a product. The experience is more difficult when they also have to wait for days before receiving their orders. Your customer will keep refreshing their shipping number and checking their inboxes for delivery updates.
Consider using your customer’s preferred mode of communication, whether it’s via email, text messages, or tracking pages, to inform them when an order is expected to ship, when it is shipped, the order’s location, and the scheduled arrival date and time. This gives the customers more control over their orders and reduces anxiousness.
2 Ensure a quality unboxing experience
With users watching almost three billion minutes on YouTube on cutting the shipping tape and opening the packaging box, providing a quality unboxing experience is vital. You should fix packaging for better delivery and improve customers’ unboxing experience. Using excessive bubble wrap, unrecyclable styrofoam peanuts, and oversize corrugated boxes, especially on small products, can be a turn-off to your customers. Be sure to pay more attention to how you position the products within the boxes and the smell that greets the customer upon unwrapping their orders. This improves customer satisfaction rates and exceeds their expectations.
3 Personalize the delivery experience
Personalizing the delivery experience is one of the best ways to stand out from the competition and entice your customers to keep coming back for more. Personalizing your interactions and dedicating time to make your packaging unique makes your customers feel valued and appreciated, which influences their buying decision in the future. There are various ways you could personalize the delivery experience, including inserting a handwritten thank you note or offering free next-day delivery to a customer who lives a few miles from the pick-up station.
4 Offer incentives
You should strive to exceed customer expectations. Include a bonus your customer was not expecting, such as a detailed guide on using a product when packaging. Incentives are also a great way to market your products, encourage the client to purchase from you in the future, and increase customer referrals. You could include a free sample of a product you intend to launch or offer discounts and coupons for future purchases.
5 Request feedback
Getting customer feedback helps you determine the quality of your delivery services and provides valuable insights on areas you could improve. Consider sending a follow-up email 24-hours after the delivery, and if you do not get any response, send another one a week later. Remember to personalize your emails to entice your customers into dedicating time to provide feedback.
Investing in better delivery services is an excellent way to stay ahead of the competition, deepen your relationship and interactions with your customers, increase future sales, and benefit from client loyalty and retention. Consider implementing the above tips for an improved customer delivery experience.