Infographic - Shoppers share keys to astonishingly good customer delivery

Post on 10-Jan-2017

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Transcript of Infographic - Shoppers share keys to astonishingly good customer delivery

Shoppers Share Keys To Astonishingly Good Customer Delivery

OMNI-CHANNEL RETAIL SOLUTIONS

Final mile experiences are becoming increasingly important

Final mile experiences are becoming increasingly important

44%

66%

73%

of shoppers consider the post purchase experience the most memorable brand experience

of shoppers consider the post purchase experience a decisive factor when deciding to shop with a retailer

of shoppers said superior delivery would impact the decision between purchasing from a retailer or ecommerce

11%

1/2

Many retailers are missing the mark

of shoppers say delivery experience is a strength of retailers today

of all ecommerce customers will experience an issue a year

The mostcommon

problems?

The mostcommon

problems?

Late deliveries1

2

3

Damaged or faulty goods

Goods not arriving at all

Poor experiences are detrimental to conversion and retention

of consumers are unlikely to return after a poor delivery experience

of large-item shoppers are at least somewhat likely to avoid online purchases due to concerns over delivery

70%

54%

Whatshoppers

reallywant?

Whatshoppers

reallywant?

Make it easier

of consumers said that efficiency and ease of service is the defining factor for brand loyalty52%

1/3

Personalize and reward loyalty

43% of shoppers say that the delivery experience should be personalized based on their order and purchase history

expect a better experience if they’ve shopped with the retailer before

CommunicateProactively

CommunicateProactively

39%

of shoppers said proactive communication is important

of shoppers expect to be notified immediately, 62% within a day

... but shoppers prefer

digital methods

53%of shoppers expect expedited shipping

on a replacement product

44%expect a refund or discount shipping

of shoppers would rather clean toilets than talk to a customer service representative!

30%text message

60%email notification

22%phone call

19%tracking page

75%

38%

Provide a solution

Source : http://multichannelmerchant.com/infographics/inventory-visibility-real-omnichannel-challenge-04102016/