When it comes to deliveries, it’s no secret there’s a huge difference between what consumers expect and the service they’re receiving. But it’s seriously time to listen up and take note – because there’s mounting evidence to suggest retailers that fall short of expectations are losing out in a big way.
According to a recent study, inadequate delivery options was found to be one of the most common reasons for shopping cart abandonment amongst consumers. The study also found 43 per cent of retailers had successfully increased revenue by offering more delivery choices at the checkout.
So, what does this mean? Delivery isn’t just a necessary evil to shift your goods from A to B – it’s all part of the customer experience that keeps people coming back to buy more (that’s if it’s a good one).
Welcome to the “I want it now” generation
Online shopping means far more to the modern consumer than finding bargain prices at the expense of long delivery times. And they certainly don’t want to pay hefty prices for so-called premium same-day delivery services! Today – it’s about convenience and that means closing the gap between bricks and mortar and online retail with cheap, same-day deliveries.
Yes – consumer behaviour has changed. Now, online shoppers are looking for peace of mind that they can acquire any product online with instant same-day delivery and make easy returns – without having to go out to make a purchase. Welcome to the “I want it now generation”.
Gaining the competitive edge with cheap, fast deliveries
The population of “I want it now” online shoppers is on the rise, so much so, same-day deliveries is fast becoming a key differentiator in the online retail space. Retailers that fail to meet expectations when it comes to fast and cost-effective delivery options will quickly lose out to those that seize the opportunity to use cheap and speedy deliveries to gain the competitive advantage.
But it’s not just about cheap and fast deliveries – there are other ways to gain the competitive edge by giving consumers more of what they want with advanced tracking technology. Studies suggest only 31 per cent of retailers are offering tracking updates with their deliveries while as many as 78 per cent of shoppers say they want it.
So, the message is clear; with the arrival of retailers like Amazon causing so much excitement amongst Australian consumers, retailers need to quickly bring their delivery services in line with consumer expectations before it’s too late.