nShift has published research which has highlighted the changing public attitudes to online delivery. The company’s guide ‘Beyond the box: Turning deliveries into a business-building experience‘ explains how the delivery experience can act as a platform for business growth, customer acquisition and revenue generation. The guide not only outlines what a great delivery experience looks like but, more importantly, what is required of retailers to make it happen.
When it comes to younger shoppers (GenZ and younger millennials), the delivery experience holds the keys to eCommerce success. This is the major takeaway from the research conducted by nShift. The company is a global provider in delivery & experience management (DMXM).
The survey, conducted in partnership with Retail Week, found 25 to 34-year-olds are the most likely age group to abandon online baskets. This is due to a lack of convenient delivery options. It also found that choice and convenience are critical. 71% of 25 to 34-year-olds say that choosing the date and time of delivery is important. This is compared to just 53% of over 55s. In terms of delivery options, 25 to 34-year-olds are the most likely of any age group to like click and collect.
“Younger consumers are not just a crucial segment of today’s eCommerce market – they represent the customers of tomorrow. It’s vital that retailers understand their needs and create an experience that delivers for today and endures for the future,” said Sean Sherwin-Smith, Product Director Post-Purchase at nShift.
An integrated approach to delivery
DMXM is an integrated approach combining the delivery management and the post-purchase experience. nShift suggests it holds the keys to helping retailers stand out from the ever-growing ecommerce crowd. DMXM enables retailers to:
- Grow beyond limits – with a library of 1000+ carriers. nShift enables retailers to expand internationally and offer more delivery choices to customers at checkout. This increases conversion rates.
- Connect every stage of the customer journey, by offering the right delivery options at checkout. (This includes popular zero-emissions and pick-up, drop-off deliveries.) In addition to a superior tracking experience, and simple returns which maximize revenue retention.
- Enable data-tight eCommerce, by combining data from carriers, logistics, and other business systems. DMXM brings this information together, helping retailers sharpen customer insights, break down internal silos, and drive operational efficiency.
- Out-perform competitors – whether by engaging with customers in new ways or increasing the throughput of deliveries and fulfilment teams. nShift helps retailers stay one step ahead of the rest by investing five times more in R&D than closest competitors.
Enterprise Times: What this means for businesses
Deliveries is often described as the last forgotten leg of eCommerce. It can create opportunities to increase revenue – ‘spend an additional £20, $20 or 20 Euros to get free shipping.’ As a result, this can ultimately grow the business. Getting shipping right increases conversions at checkout and builds customer loyalty. It can also lower costs and protect margins – for example by streamlining the returns process and encouraging revenue-protecting exchanges. Achieving this winning formula depends on close, effective collaboration with internal teams.
However, truly understanding the needs and requirements of your customers and prospects remains key. This is where the nShift report comes into its own. The research finds younger shoppers are the most likely age group to abandon online baskets due to a lack of convenient delivery options. This report encourages retailers to think of deliveries as more than a world of boxes. Done well, deliveries are the growth engine for the business. They can be at their most effective when logistics and eCommerce teams work together to deliver the right customer experience. It can help retailers maximise deliveries as a growth engine for the business.