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Online shoppers expect great things from ecommerce retailers. They want to buy high-quality products at prices lower than other retailers. They want goods delivered to their homes – fast – and they want proof they can trust an online seller. It’s a tall order, but ecommerce shipping strategies can help businesses meet such high demands.
Ecommerce businesses that nail consumer expectations enjoy numerous advantages. Increased consumer loyalty, repeat business, a favorable brand reputation, and lower customer acquisition costs can all be gleaned from establishing strong customer relationships.
Those that don’t can see significant revenue losses, “In the US, a staggering $136 billion dollars are lost every year due to poor customer service that could have been avoided,” says Greg Woo, director of Ship Expert.
“For ecommerce sellers, an effective way to avoid being part of that club in Canada is by developing shipping strategies with the customer’s needs and happiness front of mind.”
In this article we’ll discuss customer relationship management challenges online retailers face, shipping strategies that can help overcome those challenges, and the value of working with the right shipping partner to bring effective shipping strategies to light.
For ecommerce sellers, building strong customer relationships has unique challenges not faced by traditional brick-and-mortar stores. Online retailers must navigate the absence of physical interaction, which can limit the sensory experience and personal connection with the brand.
Additionally, the inability to immediately resolve issues or provide immediate service further complicates these relationships. Online shoppers expect digital shopping experiences to be as engaging as in-store ones, and will favor sellers who provide the same level of interaction, product visibility, and care.
A summary of these commonly faced challenges are:
However, effective ecommerce shipping management can offer a tangible solution to overcome these inherent obstacles. By prioritizing customer needs and expectations in shipping practices, online stores can deliver experiences akin to in-store ones and inevitably develop trust between a brand and its customers.
Now, let’s discuss effective ecommerce shipping ideas and strategies.
By integrating affordable shipping options, retailers not only cater to customer expectations but also enhance customer loyalty. These strategies can be pivotal in driving repeat business and securing a competitive edge in the ecommerce landscape.
Free shipping. Offering free shipping can significantly boost online sales by enticing customers with a direct value proposition. It encourages larger purchases, directly impacting cart sizes and improving conversion rates.
However, free shipping does mean the business must absorb the cost of shipping, potentially lowering profit margins. Be sure to explore if free shipping is right for you.
Flat-rate shipping presents an alternative, offering simplicity and predictability. This approach can streamline the decision-making process for customers, reducing hesitation and potentially lowering cart abandonment rates.
Flat-rate shipping can offset the costs associated with shipping packages of different sizes and weights while offering consistency to customers.
| 💡Pro-Tip:93% of consumers will spend more to qualify for free shipping. If free shipping isn’t something you can easily afford, consider offering a purchase minimum to entice shoppers to spend more and off-set your free shipping costs! |
Transparency in shipping bolsters customer trust and satisfaction. Real-time tracking allows customers to monitor their order’s journey, reducing anxiety and building anticipation. This visibility is crucial for maintaining open lines of communication and setting accurate expectations.
Promptly addressing shipping delays with honesty can preserve trust, even when things don't go as planned. By keeping customers informed, retailers demonstrate respect for their time and investment, fostering a stronger bond.
Incorporating these elements of transparency into shipping practices reassures customers, enhancing their overall shopping experience and loyalty. Examples of how to keep shipping transparent to customers include:
Offering fast shipping options significantly enhances customer satisfaction and gives retailers a way to compete with major retailers, such as Amazon or Wal-Mart. It caters to the growing demand for quick, convenient shopping experiences, encouraging more frequent purchases.
Same-day delivery raises the bar further by appealing to customers' desire for instant gratification. In Canada, the massive geography makes same-day shipping impossible for many retailers, however, it is possible for retailers who serve central hubs like Toronto or Vancouver.
To get goods across Canada more quickly, retailers should consider partnering with shipping companies that offer zone skipping benefits. Zone skipping enables packages to take the most direct route from origin to destination, skipping shipping zones often shortening delivery times dramatically.
| 💡Pro-Tip: Online customers are 6 times more likely to choose free shipping over fast shipping. |
Accuracy in order fulfillment is paramount for fostering customer trust and reducing the need for returns. By ensuring every order is correct, retailers can significantly enhance the customer’s reception of their delivery.
Going the extra mile with packaging or including small gifts can turn an ordinary delivery into an extraordinary unboxing experience. These thoughtful touches are an effective way to exceed customer expectations and create a lasting impression.
Following up with customers via email to confirm delivery, solicit feedback, or offer support adds a personal touch to the online shopping experience. This level of care strengthens customer relationships and encourages ongoing engagement.
Selecting the right shipping partner is crucial for enhancing customer relationships. The ideal partner offers reliable, cost-effective shipping solutions that align with your business model and customer expectations.
Criteria for selection should include the partner's ability to provide timely deliveries, transparent tracking options, and affordable shipping rates.
In Canada, online retailers should work with a shipping provider that grants access to discounted shipping rates not dependent on volume minimums. This is especially important for smaller retailers competing against large suppliers as it enables them to offer free or low-cost shipping to their customers.
| Shipping Provider Service | How it Bolsters Customer Loyalty and Confidence |
| Discounted Shipping Rates | Makes shipping more affordable for customers, encouraging purchases and repeat business. |
| Real-Time Tracking | Enhances transparency and trust by allowing customers to monitor their order's journey. |
| Expedited Shipping Options | Meets the demand for quick delivery, improving customer satisfaction and loyalty. |
| Nationwide Coverage | Ensures reliable delivery across different regions, making it easier for customers to shop without geographical limitations. |
| Customized Packaging Options | Offers personalized unboxing experience that can reinforce brand identity and exceed customer expectations. |
| Responsive Customer Service | Builds trust through timely and helpful support for shipping inquiries and issues. |
| Return and Exchange Support | Simplifies the process for customers, making it less of a deterrent to shop online. |
To streamline shipping processes for ecommerce, you need a partner that understands how crucial shipping is to you and your customers’ relationship. In Canada, Ship Expert is that partner.
We offer discounted shipping rates to every business – without minimum shipping volumes or subscription fees. Our solution integrates easily with ecommerce platforms, including Shopify, Wix, and others so you and your customers can have complete transparency over shipping options.
We can also handle warehousing and fulfillment on your behalf, ensuring your orders are always accurate and your customers are happy. To learn more about Ship Expert and how we can help you keep your customers engaged, reach out now.
Director, Ship Expert
Greg Woo is a seasoned expert in the logistics and distribution industry, with a career spanning over two decades. He has a comprehensive understanding of shipping and distribution needs, and has extensive experience integrating with e-commerce stores as well as customer specific WMS (warehouse management systems) and ERP’s (enterprise resource planning software). His tenure in the industry and established courier and LTL partnerships have allowed clients to benefit from reduced shipping expenses, as well as improved operations through software and specialized integrations.
Greg is currently the Director at Ship Expert Inc., a role he has held since February 2015. Prior to his role at Ship Expert, Greg held significant positions at Juxto, a telecommunications and managed internet service provider.
