1. What are some emerging trends that retailers should be paying attention to in order to enhance their delivery experiences?
Bobbie: A lot is evolving in the delivery sphere and customer expectations. According to the Ipsos-Octopia study in 2022, 85% of online shoppers say that a poor delivery experience would prevent them from ordering with that online retailer again.
Based on this, I’d put down these three as the most important – Contingency, Clarity and Choice.
I cannot emphasise enough on the need for contingency planning. The ongoing macroeconomic climate in the United Kingdom, Europe and worldwide does make it seem impossible to forecast. Reliance on one single delivery service in this atmosphere can have a paralyzing impact on businesses; not to forget, leave a sour taste in a consumer’s purchase experience.
Clarity at the final mile is what makes the delivery experience positive — Attention to simple detail like giving the buyer visibility of where their parcel is and the ability to track it all along. Retailers, I urge you to proactively offer shoppers the trackability and constant visibility of their parcels.
Lastly, offer choice. Offering a wide set of delivery options means you can satisfy the diverse preferences and profiles of your customers, giving them a “personalised” delivery experience. And if well executed, this can offset rising costs as well. For instance, when our customer Hampers.com found their operational costs rising, they worked with GFS to switch from a premium carrier to an economic carrier for their free delivery service. At the same time, they introduced a pricing model that still offers premium delivery service at a cost.