CHRISTMAS
Negative Delivery Experience has Serious Impact on Customer Loyalty
Te MetaPack Group, a provider of eCommerce technology delivery services, has announced the findings of new research into the impact of delivery on customer experience. Conducted by Research Now, the findings reveal that 59
per cent of consumers are less likely or unlikely to order from a retailer ever again if they have a negative delivery experience. Unfortunately for retailers, 78 per cent are likely to tell their friends about it. Tis highlights how all too easy it is to lose customers at the final mile. In fact, beyond a loss of existing customers, shortcomings
in the delivery of goods can discourage potential customers and future business too. However, there is light at the end of the tunnel. By making delivery a priority, retailers have the opportunity to build consumer loyalty and drive repeat purchases. Getting the delivery process right means consumers will reward retailers with their loyalty. As many as 95 per cent of consumers say a positive delivery experience would encourage them to shop more with that retailer in the future. Angela O’Connell, Marketing and Strategy Director, MetaPack comments: “Retailers are under mounting pressure to get the delivery experience just right, particularly as consumers get increasingly demanding for
more flexibility, convenience and control. More and more UK retailers are working with delivery carriers to innovate to meet these evolving consumer demands – Click and Collect and Sunday service are prime examples of this. Te challenge now will be for retailers to keep momentum and innovation high and to continue to look for ways to better serve online shoppers.” Tis is particularly true when you consider that UK consumers
are enthusiastic to try out alternative delivery models that will give them more control over their online retail experience. For example, more than a third of consumers (35 per cent) would consider drone delivery. Tis is especially so for those aged 18-24, who are three times more likely to take a delivery by drone than those aged 55 and over. As well as this, a large percentage would use alternative delivery models which are currently on offer (76 per cent of would choose same-day delivery, 73 per cent Sunday delivery and 69 per cent: one-hour delivery). Now it will be interesting to see just how many retailers take advantage of both what’s on offer and what’s new to the market. Research Now surveyed 500 people aged 18 to 70 from the UK. Te survey took place throughout August.
13
Beyond Christmas: Looking Ahead to 2015
DIRECT COMMERCE ASSOCIATION
Tuesday 18th November The Queen’s Club, Barons Court, West London
Timely topics range from data legislation & security, to funding a growing business; from expanding internationally to deploying DRTV, plus a baker’s dozen of swiftly delivered tips, insights & pointers spanning all channels to market & a lively Business Leader’s debate with special guest Nick Wheeler & there’s more; including the unveiling of the candidates for the DCA Council Co-Chair posts kickstarting the elections; and presentation of the coveted Supplier of the Year Awards. Call 01271 855545 now to secure your place for this action packed day.
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FEATURE
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