infographic - shoppers share keys to astonishingly good customer delivery
TRANSCRIPT
Shoppers Share Keys To Astonishingly Good Customer Delivery
OMNI-CHANNEL RETAIL SOLUTIONS
Final mile experiences are becoming increasingly important
Final mile experiences are becoming increasingly important
44%
66%
73%
of shoppers consider the post purchase experience the most memorable brand experience
of shoppers consider the post purchase experience a decisive factor when deciding to shop with a retailer
of shoppers said superior delivery would impact the decision between purchasing from a retailer or ecommerce
11%
1/2
Many retailers are missing the mark
of shoppers say delivery experience is a strength of retailers today
of all ecommerce customers will experience an issue a year
The mostcommon
problems?
The mostcommon
problems?
Late deliveries1
2
3
Damaged or faulty goods
Goods not arriving at all
Poor experiences are detrimental to conversion and retention
of consumers are unlikely to return after a poor delivery experience
of large-item shoppers are at least somewhat likely to avoid online purchases due to concerns over delivery
70%
54%
Whatshoppers
reallywant?
Whatshoppers
reallywant?
Make it easier
of consumers said that efficiency and ease of service is the defining factor for brand loyalty52%
1/3
Personalize and reward loyalty
43% of shoppers say that the delivery experience should be personalized based on their order and purchase history
expect a better experience if they’ve shopped with the retailer before
CommunicateProactively
CommunicateProactively
39%
of shoppers said proactive communication is important
of shoppers expect to be notified immediately, 62% within a day
... but shoppers prefer
digital methods
53%of shoppers expect expedited shipping
on a replacement product
44%expect a refund or discount shipping
of shoppers would rather clean toilets than talk to a customer service representative!
30%text message
60%email notification
22%phone call
19%tracking page
75%
38%
Provide a solution
Source : http://multichannelmerchant.com/infographics/inventory-visibility-real-omnichannel-challenge-04102016/