The e-commerce landscape today is more competitive than ever. Consumers have more choices than ever when it comes to their shopping needs.
Meaning, the customer experience (CX) has become a cornerstone of customers choosing brands to shop with and businesses need to go above and beyond to provide a positive delivery experience in order to keep customers coming back.
You might think why is the importance of package delivery satisfaction overstated particularly?
Simple, the thrill of clicking that “Buy” button is undoubtedly satisfying, but the real magic lies in the journey of the package from the virtual shopping cart to the customer’s doorstep.
Picture this from the customers’ PoV: You’ve spent hours scrolling through an online store, meticulously selecting items that caught your eye. You make your choices, enter your payment information, and eagerly await the arrival of your package. The anticipation is palpable. But what if the package arrives late, damaged, or worse, not at all? Suddenly, that excitement turns to disappointment, frustration, and a sense of letdown. This is where the efforts taken up by brands to offer a great CX in the order delivery phase differ and have a profound impact on customer retention and revenue growth for businesses.
With fierce competition and a low threshold for customer tolerance in place, today’s businesses have no option but to ensure that their customers’ expectations with the delivery experience are satisfied at the most.
So, as an e-commerce merchant, how can you determine that your customers are indeed satisfied with the delivery experience you’ve offered them? By simply asking them.