Optimizing the Customer Experience

Posted on Jun 20, 2017 By kbormann Share:

Delight your customers: how to perfect the packaging, shipping and delivery process.

With 2016 e-commerce sales up more than 15% from 2015, it’s no secret that more and more consumers are choosing to purchase items online.

Our new 2017 Customer Experience White Paper will uncover valuable consumer statistics and reveal how to offer the conveniences consumers demand while reducing costs in the areas of shipping, packaging and BOPUS.Customer Experience White Paper

Section One
Shipping: Meeting Customer Demands
Whether retailers use buy online, pickup in store (BOPUS) or ship direct, selecting the fastest route and the most cost-effective option is a critical component of both the transaction cost and consequently the customer experience. The ultimate goal of retailers is to reduce shipping costs while still providing the fastest delivery times and tracking capabilities that customers expect. MORE

Section Two Packaging: The Package is Important
Customers desire right-sized packages. A quick browse through social media channels shows customers opening oversized packages with loads of air bags, bubble wrap and paper. Tougher regulations, like those related to Dimensional (DIM) Weight, to stop the overuse of packaging are being encouraged. MORE

Section Three
Delivery Convenience: Boosting Your BOPUS Strategy
Last mile delivery costs have increased exponentially with the growth of e-commerce shopping. Additionally, many customers expect fast, free shipping, which can increase retailer costs. With BOPUS, retailers can ship bulk orders to one destination, the brick and mortar store, rather than shipping hundreds or thousands of orders to individual destinations. Retailers can also use their own transportation already scheduled to travel to stores, saving even more on shipping costs. MORE

By implementing some very important strategies and solutions, retailers can optimize the customer experience to boost efficiency and revenue. Why is this important? As Jeff Bezos, CEO of Amazon said, “we see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”

Download your copy of Optimizing the Customer Experience 2017.

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