The Undeniable Link Between Your Shipping Process and Your Customer's Satisfaction

July 25, 2016

Shipping strongly influences customer loyalty

Shipping is the end process for all of the efforts that have been made at each stage of the commercial chain, from acquiring the customer to making the sale. According to “Shipping as a Marketing Tool for Boosting Sales” by Nadine Devisch, “Shipping has a major role to play in the overall online shopping experience.” As Ms. Devisch explains, “Shipping should be considered from the moment initial contact with the customer is made.” Furthermore, a report carried out by the European Commission in 2013, highlights that shipping strongly influences customer loyalty.

The major reasons a customer makes a repeat online purchase are linked to logistics and transport such as free shipping, return options, delivery times and shipping updates. Shipping is therefore important not only to logistics experts, but also to sales and marketing specialists as it is an ideal tool for conversion and customer retention.

As Krish Iyer, Director of Shipping and Tracking Solutions explains, the consistency of the shipping experieince is critical: "Regardless of mode or end shipping carrier utilized, it is paramount that managing the shipping expenses and end user experiences is brought to the forefront of any customer experience or cost management discussion.”

Regardless of mode or end shipping carrier utilized, it is paramount that managing the shipping expenses and end user experiences is brought to the forefront of any customer experience or cost management discussion.”

Many people who do not have shipping expertise think that in order to get a shipment to a destination the next day, they need to ship it with a costly next-day air service. However, very often a cheaper ground shipment service is just as efficient. Investing in a solution that offers outstanding performance and excellent customer service is at the heart of successful shipping. Enterprises that partner with providers who guarantee enterprise-wide, multi-carrier solutions, will acquire the decision-making skills of a shipping expert, enabling them to reduce costs and increase customer satisfaction.

 

 

 

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