Meeting Customer’s Delivery Expectations

Jun 03, 2013 4:58 PM  By

Are you setting shipping and delivery expectations to make the ecommerce experience less tricky for your customers.  Some customers want their products quickly while others prefer a cheaper shipping option even if it takes longer, according to a blog post by Fifth Gear.

According to the blog post, customers want to know how long it will take to wait before the item they have ordered reaches them.  It is important to set up shipping and delivery expectations.

Here are some reasons why it is important to set up shipping expectations upfront:

It Reduces Cart Abandonment:  Establish a shipping and delivery policy upfront and put it on your website where everyone including potential customers has access to it before they check out.  They will know what to expect, according to the blog post. This reduces the chance of cart abandonment and having someone back out of an order because they do not agree with your shipping and delivery terms.

Greater Convenience:  Customers need to know when their package is going to arrive so they can be there to receive it or have someone receive it for them.  It makes it easier for the customer when you state the delivery time, according to the blog post. Also when you offer more than one delivery option to customers, they can choose a delivery mode and time frame that suits their level or urgency and budget.

Complaint Reduction:  When you’re shipping policy and delivery dates are clear, your customers will be too. Customers won’t call your customer service department unnecessarily, according to the blog post.  They will know how long they need to wait and what to do if they need to return a product.

Trust Builder: To build a successful ecommerce business you must build trust with your customer.  It will help you win their loyalty and put you in better position for recommendations by customers, according to the blog post. When customers shop online, they do not have the convenience of physically seeing the product.  The only way to build trust is to provide them with the correct product and to deliver it on time. Any delays or mix-ups will only make them wary of shopping with you again.