Credentials rank among the most important indicators of an enterprise’s reliability and commitment to satisfying consumers, being also among the top queries internauts search for today. These include important information such as phone numbers, headquarters, delivery times, delivery options and means, returns, refunds, and so on. Without disclosures like this, how will a consumer confidently place an order, know what to expect, and be satisfied with the result? The chances of turning clicks into conversions drop when delivery information is missing from a business’ website, yet the percentage of UK retailers overlooking this need has surpassed 40. Not only is the number of UK retailers that hide or lack delivery info on their web pages shockingly high, but another 40% of those disclosing it fail to send the product in time.
So, what’s worse: missing information or delivery delays? What can retailers do to prevent failure, and what are well-intended businesses doing wrong? Should you care about this aspect when your products and services are already known for being top-notch?
What’s provoking the new delivery info crisis
A recent study among UK retailers disclosed that over 40% of businesses fail to offer vital information about their delivery on web pages, including upfront statements on shipping dates and times. The mismatch between buyer expectations and the concrete delivery unfolding is more impactful than ever. It changes the dynamics in the market, as bigwig international retailers profit from their colleagues’ failures and gradually swallow the smaller ventures.
The recent efforts to raise awareness among businesses disregarding the importance of their delivery are stark reminders that excellent logistics aren’t a flex, but the basis of consumer retention and satisfaction. Even though half of retailers use carriers and tie their tracking to them, this approach is a missed opportunity to improve the brand’s image and trust with consumers, losing brand loyalty.
What should be understood through delivery information
To begin with, it’s essential for the success of your business to disclose delivery-related information such as the following:
- An as accurately as possible approximated timeframe during which they can expect their product
- Cost of delivery and options for free delivery (including minimum spend for the latter)
- The departure points of shipping and the customer’s location’s warehouse where the order is unloaded
- Product delivery tracking number on tracking platforms
- Partner courier company, etc.
Moreover, it’s important to note that customers have high expectations regarding their delivery times. 62% of buyers assume a three-day window to receive an order delivered pro bono to be just enough for the company to complete the task. Clearly, customers want to know everything about their order delivery, an accurately approximated time, constant updates on their products’ journey, and cheap or free shipping, to name the first vital elements establishing the businesses’ excellence in the audience’s eyes.
Reliable and punctual delivery is non-negotiable
Dependable delivery isn’t advisory, but mandatory in today’s business landscape. Experts from Monta highlight that consumers expect current retailers to do more than before, offering speedier delivery, same-day or at least next-day delivery alternatives, and a flexible return policy for every order. These are just some of the anticipations that influence every business today – including independent retail ventures. All of these become redundant if a business fails to approximate and communicate this data, detracting from their registered orders and keeping consumers from experimenting with the business.
Most website visitors shift to another company if the eyed one’s delivery takes more than two days on average. They’d abandon the brand should the package be shipped at a later date. Small firms feel the pinch, especially when competing with heavyweights like eBay and Amazon. Fortunately, ways out exist, most of which are found through collaborations with efficient e-commerce logistics service providers. These partners offer game-changing solutions that relieve businesses of logistical burdens, freeing up time for management to focus on more critical business aspects.
Looking into eBay’s example
eBay, the marketplace and auction house that had served over 132MN people worldwide leading to Q4 of last year, is one of the top retailers worldwide and only competes with the likes of Amazon, Marks Spencer, Asos, and John Lewis, to name a few. With half of sales coming from the US, the other half globally, and a significant contribution made by the UK market, it’s common sense that eBay’s example is one of the best departure points to get inspiration from when comparing leaders and novices in delivery operations.
Being a global retailer whose shipping all across the world defied the laws of time, much of its success is attributed to its fulfilment service partners who manage stages like order processing, product boxing, warehouse storing, and so on. It’s only when the right fulfilment centre takes over the wheel that businesses, from the smallest to the largest and regardless of the industry, can nail their delivery game. These service suppliers ensure that inventory management, logistics, returns, product packaging and storing, and the sea of other supply chain responsibilities are professionally taken care of thanks to their expertise in the domain and investment in the right tools and training, among other credentials. To get an idea of the impact of such achievements, eBay supporters cite order tracking, fast delivery, and free shipping as the reasons behind their commitment to the platform.
How businesses can level up their delivery game
First, businesses searching to transform clicks into conversions must realize the culprits that put visitors off, like lack of delivery information and poor customer service. Should your business only take calls from 9-to-5 during the week, specify this instead of having consumers think they can contact the CS during the weekend. Similarly, let them know if packages aren’t delivered on weekends. The more straightforward and honest the business is, the more empathetic and tolerant the customer will be, for they’ll know their next move.
Moreover, some of the world’s largest logistics partners offer solutions covering almost every encumbering aspect. With a quality fulfilment service partner by your side, you can expect millions of orders to be speedily processed and delivered throughout the whole continent, all while delivering to the time promised.
If possible, review the achievements of the e-commerce logistics partner you’re considering and opt for one whose customer portfolio includes big names—preferably those of the largest international online retailers. As e-commerce makes strides towards a whopping $6.8TN in market revenue by 2028, your business must adapt and aim for the best solutions to secure a share of the pie.
Recent efforts to educate businesses regarding the importance of efficient logistics are stark reminders that customers don’t settle for less, so choose your partners wisely!
