The e-commerce market continues to grow at an incredible pace. The large number of online stores leads to fierce competition, which benefits the consumer. Over the past few years, consumer expectations regarding package delivery have significantly increased. In many cases, delivery within 24 hours is now considered the new standard. Even Same Day Delivery is increasingly offered. Oh, and if possible, this should all be free!
Consumers Want Control!
Consumers expect companies to be transparent and offer realistic delivery times. A 24-hour delivery sounds great but creates a complicated logistical process for online stores and leads to disappointment for the consumer when the delivery doesn’t occur within the stated 24 hours. We must ask ourselves whether consumers are truly in love with these 24-hour deliveries. Most consumers opt for home delivery, but we also see a growing preference for pick-up points or locker deliveries, which increases the workload at these delivery points. People dislike constantly having to consider delivery times. What consumers want is flexibility and the ability to choose when their package can be delivered.
It’s proven that offering multiple delivery options increases the conversion rate of an online store. Therefore, it’s wise to offer several shipping options. Additionally, you need to find a shipping partner that uses smart systems to handle deliveries more flexibly.
Tip: Are you in the fashion industry? Use a packaging method like Fashionpack. Thanks to Fashionpack, the package fits right into the mailbox!
Returns: I Shouldn’t Have to Pay for Them, Right?
If shipping must already be free, consumers certainly don’t want to pay for return shipments. We always recommend adopting a free return policy. There are many examples of companies that have seen their profits rise thanks to a free and simple return process. Satisfied customers come back faster, make more purchases, and might even become ambassadors for your brand or webshop.
Want to reduce return shipping costs? Analyze the reasons for the returns! Discover common reasons and make sure to fix the issue so fewer shipments are returned.
Shipping Subscriptions
We are increasingly confronted with major players introducing shipping subscriptions, such as Amazon and bol.com. Bol.com successfully introduced its own premium delivery service, bol.com Select. For 10 euros, you can enjoy a year of free premium shipping options, including Same Day Delivery and free evening and Sunday deliveries. In this model, it’s not about making money from subscription fees, but about customer loyalty. With a small fee, an excellent customer experience is offered, ensuring the customer doesn’t want to buy similar products anywhere else. Even small online stores can introduce such subscriptions! A shipping subscription like the big players is hard to achieve, but there are many other innovative ways to encourage customer loyalty.
Conclusion
Consumers expect more and more from online stores and want to have control over delivery, at the lowest possible price. They want to receive their packages quickly but at a time they can choose. Package delivery should not be faster, but more efficient.
Our advice: move away from the mindset of “I must deliver within 24 hours.” Of course, this is a good goal, and this option should be offered, but always provide a way for the customer to choose their delivery time.
Need help with shipping your packages? Contact Webship to explore the available options. We will assess your specific situation and provide a tailored quote. You can reach us at hallo@webship.be.
