From navigating your online storefront to opening the package, the success of your eCommerce business begins and ends with the customer experience. But too often, online retailers lose sight of the customer as they manage their eCommerce operations.
Are Your eCommerce Operations Delivering the Best Customer Experience?
Working backwards from the customer experience into your warehouses, distribution centers and third-party logistics providers can be an effective way to ensure that operations are delivering the best possible customer experience. When eCommerce operations and customer experience are in sync, operational costs are more clearly connected to revenue, and your customers are more likely to feel loyal to your brand and recommend your products to others.
Consider how your eCommerce operations are giving customers what they want:
- Multiple Delivery Options. Online shoppers are most likely to select 5-7 day ground shipping for their orders, but are you offering speedier options for customers who are willing to pay for it? Sixteen percent of online shoppers say that they opt for 3-5 day shipping, even with the extra fee. And even though it’s only used in special circumstances, next-day air delivery is expected by nearly half of online shoppers. When they don’t see it, it signals that your eCommerce operations are not focused on delivering the best experience to all of your customers – and it could leave them wondering what else you’re neglecting.
- Package Tracking. You expect your 3PL to offer package tracking, so it should be no surprise that your customers expect the same level of visibility when they place an order online. Half of consumers consider tracking services to be essential, with the most important service being email notifications that provide your customers with a tracking number and link to their shipment status. The next most important tracking service to online shoppers is the ability to track their order shipments directly from a retailer’s website.
- Hassle-Free Returns & Exchanges. There’s no denying the power of hassle-free returns and exchanges. Sixty-seven percent of online shoppers say that they are more likely to shop with an online retailer if they offer a hassle-free returns policy, and 64 percent say they would recommend that retailer to a friend. The nature of online shopping requires online retailers to ensure that their eCommerce operations are delivering easy and free returns and exchanges. To do so, be sure to include a prepaid return shipping label and any instructions for making the return. Notify your customers via email as soon as the return is received, and include information about refunds and exchange options to keep them informed every step of the way. In the hyper-competitive world of online shopping, a hassle-free returns and exchange process can make all the difference.
Optimize Your eCommerce Operations with Dotcom Distribution
With a commitment to customer-first eCommerce operations, Dotcom Distribution has helped eCommerce brands stay ahead of the competition as they grow their customer bases across the world. Want to earn the loyalty of more online customers? Contact Dotcom Distribution today and let us put our skills and experience to work for your business.