Modern consumers demand great experiences throughout the purchase journey. In fact, Salesforce research found that 88% of customers find the experience a company provides to be as important as its products and services.
Brands that focus on CX often see a big return. Consider the fact that customers who have positive experiences with a brand are likely to spend 140% more than those who have negative experiences.
Many brands focus their efforts on the earlier parts of the purchase journey. They’re laser-focused on creating great web and mobile experiences to make it easier for shoppers to find what they’re looking for and ultimately, make a purchase.
But what happens after that order goes through is equally important. You might have a great product that perfectly fits a shopper’s needs. And your website might be very user-friendly. But if they run into any shipping issues – perhaps an order delivered later than expected or a tracking issue – you risk losing a customer.
Delivering great shipping experiences is key. With the holiday shopping season just around the corner, now is the time to come up with a plan to meet customers’ shipping expectations – without making an unnecessary dent in your profit or time.
In this blog, we’ll explore shoppers’ steep shipping expectations – and how to meet (or exceed) them right within Salesforce.
Shoppers Have High Expectations for Shipping – and Meeting Them Isn’t Always Easy or Cost Effective
More consumers are shopping online than ever before, a trend that shows no signs of slowing down. eMarketer predicts retail ecommerce sales in the US will grow 16.1% this year – reaching 1.06 trillion.
These online shoppers have high expectations when it comes to shipping. We have Amazon to thank for that!
For starters, many are simply unwilling to settle for anything other than free shipping. According to Shippo research, a third of consumers only purchase online with free shipping. And 20% actually swap stores for free shipping.
What’s more, shoppers aren’t willing to wait around for their items to arrive – even if shipping was free. 62% expect their free shipping orders to arrive fast – to the tune of three business days.
Meeting these shipping expectations is imperative. Brands that don’t risk losing even their most loyal customers. But it’s an undertaking that’s often easier said than done.
For one, shipping is a big line item for brands. Over half of the brands Shippo surveyed said their shipping spend falls between 6-15% of the total order value. And on average, brands across categories spend 12% on shipping.
In addition, managing shipping operations is time-consuming. You’ve got to manually key in customer details to myriad shipping carrier platforms to ensure you’re getting the best deal – while still fulfilling the promises you made to your shoppers.
In reality, it’s probably not surprising that shipping is a top concern for eCommerce brands. In fact, over half of the brands surveyed by Shippo said the cost of shipping was the biggest challenge for their business. And nearly a quarter (23%) aren’t confident in their current shipping operations and strategy.
Introducing Shipping Studio from 1440
Here at 1440, we know it’s of the utmost importance to deliver great customer experiences. But we also know there are only so many minutes in the day (1440 to be exact) – and you can’t afford to waste it all on clunky, manual tasks. And that’s why we couldn’t be more excited to introduce you to our newest solution: Shipping Studio.
Shipping Studio, powered by our partnership with Shippo, helps brands eliminate the manual processes of shipping and more easily get the best rate. That means you can meet the lofty expectations of shoppers – without sinking unnecessary time or money into the effort.
Here’s how it works.
1. Create Your Shipping Label
This involves inputting buyer and seller’s address and contact information.
2. Enter Your Package Details
You’ll be asked to input your package’s dimensions and weight.
3. Select Your Shipping Option
Once you input your package’s details and destination, a list of options will display across different carriers. These options are based on your multi-carrier shipping accounts and your negotiated rates. Choose the option that works best for your budget – as well as the date that was promised to the shopper.
4. Finish Up
View the label summary and print your label. Then add the label to your package and be on your way.
The best part? Shipping Studio is native to Salesforce. That means you can create your shipping labels and get the best rates – all without leaving the platform.
Start Delivering Great Shipping Experiences – Without Wasting Time or Money
Consumers value experiences as much as products or services. Brands must focus on delivering great ones across all stages of the purchase journey – and that includes shipping.
We get it: you don’t have a lot of spare minutes in the day to focus on shipping experiences. With Shipping Studio, you’ll save time and get the best shipping rates – without leaving Salesforce.
Your shoppers will have great shipping experiences that keep them coming back for more. And you’ll save time and money which you redirect to other things – like generating more revenue.