Infographic - Shoppers share keys to astonishingly good customer delivery
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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 most common problems? The most common problems? Late deliveries 1 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 aſter a poor delivery experience of large-item shoppers are at least somewhat likely to avoid online purchases due to concerns over delivery 70% 54% What shoppers really want? What shoppers really want? Make it easier of consumers said that efficiency and ease of service is the defining factor for brand loyalty 52% 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 Communicate Proactively Communicate Proactively 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/
Transcript of Infographic - Shoppers share keys to astonishingly good customer delivery
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/
