Ecommerce Delivery: What Customers Really Want
When it comes to ecommerce, figuring out what customers really want is an imperative. Obviously, customers want quality products and cooperative customer service. But that’s what they’d expect from ecommerce sites as well as brick-and-mortar retailers. Ecommerce vendors have one other dimension to consider – shipping and delivery.
Let’s take a look at ecommerce delivery, and how to give customers what they really want.
Free Delivery: Customers Love Free
The most obvious shipping perk is “free.”
Of course, there is no such thing as “free”, because those costs have to be absorbed somewhere along the line. As an ecommerce vendor, you know “free shipping” means you’re paying for shipping. This can be a big ask, depending upon the size and profitability of your company.
If you’re large enough, go ahead and absorb the cost and pass the savings along to your customer base. They will love it. Plus, it’s a competitive edge you can use against rival brands.
However, if you are an SMB just getting by, you’ll need to get creative. While you may not be able to offer free shipping on all products, you can experiment with price marks and loyalty programs.
Here’s an example:
Let’s say you use a platform like Shopify to sell cosmetics. You can offer free ground shipping for orders over $70. Folding this into your price is fairly easy, as ground shipping is comparatively cheap for lightweight items like lipstick and pocket mirrors. So, you reap decent profits even while taking on the shipping costs. Ditto for loyalty programs which reward return customers for their continued contributions.
Obviously, this isn’t perfect. Still, it appears as if you are trying your best to appease thrifty customers.
Speedy Delivery: Get It When You Need It
Beyond free shipping, the next most common customer desire is fast shipping. This is especially true during the holidays, when consumers are scrambling to complete their orders ahead of the big day.
What’s interesting is customers are willing to spend more for speedy delivery. For instance, if you sell gourmet chocolates, a last-minute shopper might fork over twice the original price to ensure overnight delivery. If you don’t offer overnight delivery, that customer will find an ecommerce service that does.
Do not miss out on these opportunities. Be sure to offer speedy delivery whenever possible. The buyer absorbs the cost, and the shipping company makes it happen.
More Delivery Options: Going Beyond Free or Fast
So, we’ve discussed “free” and we’ve discussed “fast.” But that’s not where things end. In truth, the more delivery options you provide, the better.
For instance, your checkout page might feature free ground shipping* (on select orders), $5 three-day shipping, $15 two-day shipping, and $40 overnight shipping. These price points will undoubtedly fluctuate depending on the weight of the products you are selling and the distance of the delivery address. Nonetheless, it provides the buyer with a plethora of options for balancing their preferences of price and speed.
Some e-stores are experimenting with “no rush shipping,” which reward buyers with a small rebate or gift card for completing an order. This is likely only an option for larger ecommerce brands, but it’s still something to think about as SMBs grow their operations.
BONUS TIP: Think Green with Environmentally-Friendly Packaging
Today’s shoppers are more environmentally conscious than ever before. They understand how too much packaging can be harmful to the planet.
Consider switching to “green” packaging.
While you might not be able to offer all these options right away, you certainly should plan for more shipping options.
After all, that’s what your customers really want.
