Simplifying Your Holiday Deliveries…and Returns!
With the holiday season here, it is vital to offer consumers a seamless shopping experience to remain competitive and ensure brand loyalty. Consumers expectations are raised during the holidays and it is important to meet and possibly exceed those expectations to stand out amongst the sea of competition. Two of the issues that come up time and time again are that of delivery and returns.
Consumers don’t necessarily want an option to get their products in less than an hour. What they do want is a customised solution that will give them the option to choose when and where they can receive/return their order.
In the lead up to Christmas, delivery will continue to play a significant role in a consumer’s decision to buy from one brand to the next. Deliveries at this time need to meet hard deadlines and this is when retailers should really consider the carrier they use and assess whether they measure up to increasing customer expectations. Consumers are highly critical around this stressful season and making their lives easier through various delivery options is a sure-fire way to impress. A scheduled and convenient delivery with an option for live tracking for your customer is just a start however.
On Black Friday alone, the UK spent close to £1.4 billion on online sales and Christmas is an even busier time of the year. According to a recent article by Business Matters, failed Black Friday deliveries cost UK retailers £203 million in returns. What do you think those numbers will look like after the holiday season?
The “returns process” can often be unpredictable for retailers when not properly planned for.
In-store returns can cut down costs however, why allow for scheduled delivery but leave the customer to figure out the return?
A scheduled and customised return offering promises a better customer journey and allows those retailers offering it to remove a barrier to online shopping — the dreaded return.
Stock depreciation and fulfilment are two problems that become headaches during the holiday season as well. Running out of stock is one thing but when you can’t get the stock back onto the shelves fast enough after a lengthy returns process (eg: after the Black Friday rush) it drives customers mad.
Every consumer has heard the phrase “We have that item but only at the [insert location] store”.
It doesn’t necessarily fit the on-demand society we’re currently living in and provides the customer the option to go to a competitor nearby rather than travelling to a completely different location. Stock getting back onto shelves in a fast and concise timeframe ensures your customers can get what they want, when they want it.
With one of the busiest (and merriest!) times of the year now at our doorstep, it is important to keep in mind that customers already have a high level of stress added to the month. Offering a way to reduce stress and influence a joyous customer experience is going to take your brand a long way in being front of mind for future purchases after the holiday season has come and gone.
