Most e-commerce professionals are aware that the sustainability of a company isn’t based just on the acquisition of new customers, but also on your ability to build a loyal customer base which will buy from you time and time again. Arguably among the most quotable statistics in this business is that it costs five times as much to attract a new customer than to keep an existing one.
However, what strategies can you use to encourage this type of repeat customer? When we talk about customer loyalty, the effects of logistics, while fundamental, tends to be forgotten in favour of merchandise attributes, customer support and after-sale communication. Associated Express Couriers NSW Pty Ltd provide better courier service in sydney. It is one of the aspects of your business which can have a major, if not crucial, influence on client retention rates. Truly 55% of customers who have had a bad delivery experience say that they won’t order from that merchant site again.
The reply is simple: to produce happy customers, who’ll return to a store, you have to construct an efficient and dependable logistics strategy. The good thing is that these tips will help you do exactly that.
1. Preparation is key
Managing your inventory correctly and choosing reliable suppliers are the first steps in the logistics chain. It appears obvious but should don’t have the things which you are advertising on your website in your warehouse; you’ll inevitably disappoint your customers. Therefore, if you handle your supply in-house or you outsource it, you need to have this under control.
The very best way to do this? Tracking is key – you have to master the art of demand and supply, and that’s not a simple thing, but regular stock-taking can help no end. Make sure to also frequently review your predictions and dedicate time to calculating safety stocks – these are the very first important points toward a true inventory. This blog provides a listing with basic attributes outlined, which you can compare to discover the solution which fits the best with your structure and requirements.
Consider also applying a livestock counter in your store, activated once an object is low in numbers- that not only encourages conversion through deficiency but implies shoppers are more mindful of when a product may operate out, preventing sudden disappointment.
2. Be transparent about shipping costs and conditions
The loyalty of the clients starts (and sometimes, ends) with the trust they have in your business. Rory Sutherland, Vice Chairman of Ogilvy Group, in his TEDtalk “Course in an ad man” conditions that with issues such as waiting times, it’s not too much the span but the not understanding that triggers frustration from consumers. It’s, therefore, transparency in crucial areas like cost and shipping that earn the loyalty of the clients. To attain that make sure to specify your different delivery options (including any probable delays such as bank holidays), anticipated dates for delivery, associated costs and return conditions. To put it differently, give the customer all the information that they need to have realistic expectations and prevent unwelcome surprises. Making those details easy to see and jargon-free will also aid with this aim.
That said as far as being honest in your approach is an absolute necessity, it finally to not win the hearts of the clients if what you are showing them is overly restrictive. Which brings me onto my next point…
3. Offer as many options as your clients need
As previously stated, transparency is an absolute must, but versatility is the cherry on the planet. Customers nowadays are me-centric, and they expect retailers to offer you the options which fit in with their lifestyle and requirements.
Many customers leave their shopping cart when picking the shipping alternative. The reason? They have not found the shipping process they wanted, and remember, you will need to think about both deliveries pickup options and speed. As an instance, the last FEVAD survey reveals that 83% of consumers wish to see a door to door shipping alternative, while 66% also believed that a pickup choice was important. Concerning speed, it is possible to offer them regularly and express as well as next day delivery. This also lets you provide different price options, which can be significant as 55 percent of shopping cart abandonment has been proven to occur when shipping costs are regarded as excessive – permitting a shopper to pick the level and price they invest in negates this risk.
4. Pick the best transportation partners and logistic tools
Now, your customer does not see a distinction between the carrier delivering their purchase and the business they are buying from; to get them it’s all part of the same purchasing experience. Which means your shipping associate will be an immediate reflection your brand. So choose carefully. A bad experience at this stage will undo all of your previous good work.
The principal factor when a company selects its partners is always, of course, the price. But while important it must by no means not the only aspect you look at: you can and ought to look for info on a company’s successful delivery prices, delay rates, free insurance and statistics about their customer support. Most of the time, the carrier will supply you this sort of advice during their commercial demonstrations and negotiations but to truly check a provider’s reliability demands a few self-conducted research.
To simplify your shipping process, different tools have emerged to answer e-commerce necessities. Many e-commerce solutions suggest Shipping Modules, or you may elect for a comparison site: They have the advantage of providing you with offers from multiple carriers, and also for some of these, numerous attributes allow you to centralise and simplify your shipments.
Alternatively, consider having an e-commerce solution having an integrated transportation module – those will provide a review of shipping services/costs and will save you time from studying and contacting couriers individually.
5. Think about your returns policy
If your customer receives their order and isn’t 100% fulfilled you’ll soon find that the item they bought is winging its way back to you personally. While this isn’t the ideal scenario for anyone involved it will pose an opportunity about customer loyalty. 89 percent of shoppers declare they’d store again after a positive returns experience and it is your job to make sure that is what they experience. As we covered previously, this starts before they have even bought the item – using a clear and easy to discover returns policy. However, what about the stipulations themselves? And the process that must be followed? Flexibility and convenience should be the words you would choose to define the coverage you craft if happy shoppers are exactly what you’re searching for. This starts with clear instructions and opportunities for support if they still have some questions.
Concerning practicalities and so as to simplify the process as much as possible, consider supplying a pre-filled returns label. After that, do not stress your customers using a tight deadline. Be flexible and give them time. The standard is 30 days, and it depends upon local legislations, but shops offering more show they care about their client satisfaction.