- Final mile delivery experiences are becoming increasingly important for shoppers and can impact brand loyalty. 44% of shoppers consider post-purchase delivery the most memorable brand experience. - Many retailers are missing the mark on delivery service. Only 11% of shoppers say delivery is a strength for retailers, and half of all ecommerce customers experience issues each year like late deliveries, damaged goods, or items not arriving at all. - To improve loyalty, retailers should focus on making delivery easier for customers, personalizing experiences based on purchase history, and providing proactive digital communications about order status.

1. 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 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%
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/