How Elevated Delivery Can Meet and Exceed Customer Expectations
If the last few years have taught us anything, it’s the importance of a retailer’s ability to adapt to challenges beyond their control. With temporary stay-at-home orders, supply chain issues, logistical nightmares and a growing number of online competitors, many difficulties are out of retailers’ hands.
The one thing that has not changed, however, is the customer’s expectation of a positive shopping experience. Of course, the positive shopping experiences of today look strikingly different from those found in the 1980s, 90s and even the early 2000s.
Retailers must provide exceptional customer service to retain their customers and attract new ones. To stand out from the competition, retailers should offer elevated same day and scheduled delivery experiences because that’s exactly what their customers are looking for.
What do your customers want?
You’ve probably heard the phrase, “Give the people what they want.” The idea is simple, but the execution is far from it. However, it’s exactly what’s behind exceptional experiences in any part of the customer journey. That could mean maintaining inventory, offering fair and competitive prices, and, when it comes to delivery, getting consumers what they want, when they want it.
Speedy delivery is a challenge that is only going to increase over time. Thanks primarily to Amazon, consumers have been conditioned to getting their purchases almost instantly. 56% of online consumers between the ages of 18-34 years expect same day delivery as an option. 96% of customers consider “fast delivery” to mean same day delivery.
Customer control is the essential idea behind quick delivery. Customers want full control over when, where and how their purchases are delivered. By offering both same day and scheduled delivery, retailers satisfy the customer’s desire for flexibility and convenience.
The ability to plan deliveries around work and other commitments is a major selling point. You can imagine how much more necessary this service is if the items being delivered are big, heavy or are of high value. Consumers are more likely to move forward with a purchase if they can select exactly when it will be delivered. 77% of global consumers have abandoned their purchases because they did not like the available delivery options.
Now, even if you nail the speediness and convenience aspects of delivery, you haven’t quite arrived at “elevated delivery.” The fact that 70% of consumers say that a negative delivery incident negatively impacts their impression of the retailer reveals the missing component: the overall experience.
Other than speed, retailers should excel at scheduling deliveries, communication, order tracking and delivery execution. Also, let’s not forget about how critical trustworthiness is. If a customer has a bad experience with a delivery person, the results could range from poor reviews to possible legal action. Fully-vetted delivery teams are a must.
Because so much that goes into elevating delivery, businesses should look for a partner that can handle such responsibilities. PICKUP, for example, offers Fusion, a perfect blend of the right people and advanced technology. Our tech can handle delivery windows and inventory visibility, while friendly customer support teams and highly qualified delivery pros ensure deliveries get to their destinations on time and safely.
Benefits of Elevated Delivery Solutions
A reputable and trustworthy delivery partner will help enhance a consumer’s image of a retailer. Unsurprisingly, reliability and professionalism lead to repeat customers. 93% of shoppers will shop at a business again if they had a positive customer service experience. By offering high-quality same day and scheduled delivery, you’re giving customers just one more reason to return.
You can expand your customer base by increasing your delivery options. With an omnichannel solution, retailers avoid alienating either online or in-store shoppers. People who wish to test out furniture in person and shoppers who’d rather not step foot inside a store can both be happy.
Delivery options for online shoppers need to be, as discussed early, exactly what the customers want for businesses to see benefits. 16% of people will abandon their shopping cart if the delivery times are slow, while another survey suggests that number is even higher – 36%. A leading big box retailer demonstrated just how big of an impact faster delivery options can have: more than double the number of website conversions.
Partner with PICKUP for Elevated Delivery
Customers expect speed, control, professionalism and communication when it comes to delivery. Don’t ignore or approach these factors haphazardly. While most retailers are not capable of incorporating a solution on their own, the good news is that delivery partners like PICKUP exist to do the heavy lifting.
By finding the right match, retailers can provide the kind of service that will make loyal and lasting customers. We want to partner with you to offer your customers elevated same day and scheduled delivery. Learn more about how PICKUP is the leading delivery solution for big, heavy and high value items. Connect with us today!