As people become ever reliant on the internet, the world of eCommerce continues to grow and grow, but is your business adapting to this growth? Despite websites moving with the times, optimisation for specific devices moving with the times and search moving with the times, there is often one area that is overlooked by many retailers, delivery. But what do your customers really want from delivery?
Choice for one thing. If customers are buying online they want the ability to be able to choose when they receive their goods. Not everyone has the time to wait around for deliveries; people want to know exactly when their delivery will be made. Without this option of choice customers can often be put off and with this they will take their custom elsewhere.
Customers don’t want to wait
Then there are the customers who want their purchases ASAP. We live in a world where music, films, games and more can be searched for and accessed immediately, so why not purchases from the web? With advances in technology, consumers have become much more impatient. If you are a retailer who is offering a delivery time of 4-6 days and you have a competitor who can promise the good within 1-2 days or better yet, the next day, it’s obvious where most of your customers will flock. When people purchase something they want to receive it straightaway. Having to wait any more than a few days for something to be delivered is a big reason enough reason not to buy from a retailer for many customers.
So what are the options? Fixed date delivery definitely. Customers want to know when they will receive their goods and fixed date delivery will solve this. By being able to select exactly the date you wish the delivery to be made there will be no waiting around, no missed deliveries and no having to visit the depot or rearrange delivery. Instead your customers will be able to choose a time that is suitable for them.
People are prepared to pay for delivery
What else? Next day delivery is a must. As previously said, people want things immediately and without next day delivery this just won’t be possible. Appeal to those last minute shoppers and begin offering delivery the next day. These shoppers will know they have left their purchase late and will be willing to pay the price to get their good as soon as possible.
An important delivery option to consider is guaranteed Saturday delivery. Many retailers recommend that delivery may be made on a Saturday but then it may not, but few offer guaranteed Saturday delivery. By being one of these few, you will then be able to appeal to those shoppers who work Monday to Friday and aren’t keen on having parcels delivered to their workplace or indeed having to go and collect their purchases from the depot.
The same goes for evening delivery, if you can offer it then great. You will find that this entices many more customers to purchase from your site as this delivery option will fit in better with their day-to-day lives.
Communication is key
Of course, it’s no good offering a range of delivery options and not communicating them to your customers. In order to attract more customers to shop with you, your delivery options need to be made clear. Advertise the fact that you offer next day delivery, evening delivery and Saturday delivery, make this obvious to customers when they first visit your site through the use of banner advertising.
Regular delivery updates
Also be sure to give your customers regular updates when it comes to deliveries made around key events – Christmas, Valentine’s Day etc. By clearly communicating the last delivery dates on your site customers will then know the exact cut-off date for ordering gifts and there won’t be any disappointments, or indeed returns to you. Try and do the same around times of bad weather too. If snow is disrupting deliveries being made then communicate this to your customers, let them know that delivery won’t be as efficient as normal.
This article was brought to you by parcel delivery experts, TNT Direct.
