trukl advice: How a good delivery experience makes ALL the difference

Ever organised your day around a delivery slot, waited in when you could be out running errands, only to find that your delivery doesn’t arrive? We’ve all been there, and we understand the frustration that comes with it. 

Customers in 2020 expect a speedy, affordable and reliable delivery service. If they don’t get it, they will shop elsewhere. This is all thanks to the boom in e-commerce since 2013. 

So, if you want to make sure your business is a success, one thing you’re going to need to get right is delivery.

Let’s start with the beginning of customers placing their order. Customers want communication about their order right from the start, throughout and once they have received their parcel. This includes offering clear delivery service options and acknowledgement of the order after purchase via email. It’s so important that you are paying attention to your customers' delivery process and alert your customer if there are any issues or changes right away as this can highlight to them that your business cares about them receiving their delivery. (Even by providing an accurate and up to date 2-hour time slot for delivery can create a happy customer!)

 What would happen if you don’t provide any information regarding your customers order? This is seen as poor customer service and it’s going to have an extremely negative impact on your reputation. Social media is used vastly all over the globe and allows consumers to share their complaint with the world. With 90% of customers claiming they are influenced by positive reviews when buying a product (Zendesk), making sure you don’t offer a poor delivery service is extremely important. Even if just one customer that writes a negative review about your delivery service, it’s going to detract a lot of potential customers.

With more people than ever choosing to shop online, ensuring your delivery service is spot on will encourage repeat customers. The harsh truth is that if your business isn’t able to meet these expectations, consumers won’t have a problem with turning to your competitors.

Unfortunately for your business, customers do not consider what happens when they return or cancel an order. However, as a seller, out-of-stock items, returns, and order cancellations, can negatively influence the financial performance of a business and cause such pain and misery. Again, on ecommerce platforms, a returned or cancelled order is also followed by a negative review, which impacts the overall rating of a seller.

So, if you do not currently see your delivery methods as an important factor within your business, you could be losing a lot of potential sales.