8 Key Ways to Give Customers a Great Delivery Experience »Small Business Fire

Featured Image Pexels A study by Convey, Inc. found that out of 1,500 buyers, 98% said delivery affects brand loyalty, and 84% said they

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A study by Convey, Inc. found that out of 1,500 buyers, 98% said delivery affects brand loyalty, and 84% said they would not shop at a business again after one bad experience. A good delivery experience is essential for customers, but how do you present it?

What is the difference between good and average delivery?

Any company that delivers products within the week or does the minimum to ship their products on time can be considered an “average” delivery company. For delivery service to be considered “fantastic”, the company must go above and beyond for the customer by offering:

Timely delivery

Whether you are working with a courier for same day delivery or shipping products internationally, you need to keep your promises to the customer. Your customers are more than willing to wait for products if that is the expectation you set, but they will feel lied to if you do not get through.

Shipping delays cause your customers to lose confidence in your employees / couriers, your brand and your products. When this happens, your customers are less likely to buy from you again and more likely to give a negative review online, which further damages your reputation.

Proactive transparency

Your customers want to know when their products will arrive, but you can not suddenly leave them in the dark as soon as your products leave the warehouse. Proactive transparency begins when the order is placed and ends when the order is completed. Anything less is not acceptable.

While transparency requires a lot of technology and upfront costs, your customers will appreciate that you care about their free time. If a package is urgent, they will not want to wait all day for it to arrive, but if they know what the delivery time is, they can do other things.

Undamaged product

Sometimes it is beyond your control whether your products reach their destination in one piece or not, but damaged products still reflect poorly on your brand. This is why it is essential to inspect your couriers before working with them to ensure that the product is not damaged during shipping.

Remember that damaged products will be returned, which will cost you in the short term. However, your reputation will also suffer, which will hurt your profits in the long run. Investing in reliable employees, safe packaging and quality trucks will save your business a lot of money.

How to provide the best delivery experience for customers

We already know what separates average delivery and excellent delivery, but how can you provide timely delivery, transparency, undamaged products and an overall better experience?

1. Deliver yourself or hire a reliable third party courier

Delivering your products yourself is the best way to ensure that your customer’s delivery experience is off the top shelves. However, if you can not afford to do it right away, hire a reputable third-party courier. Avoid larger carriers, such as UPS or FedEx, as you have less control over the delivery process.

Smaller companies tend to offer a better customer experience to compete, so consider local couriers like DropOff, which offers same-day delivery, HIPAA compliance and more.

2. Contactless and same day delivery

Same-day delivery and contactless delivery are big money makers for your business. In fact, 82% of customers want contactless delivery to remain after the pandemic. Contactless delivery is also ideal for your business, as you do not have to wait for the customer to answer the door.

Pack smart and use temperature-controlled trucks

Proper handling, safe packaging and safe storage ensure that your items are delivered intact. When packing goods, make sure you fill the box completely or wrap your products to prevent breakage. Then find a way to secure the box so that it is less likely to move around the vehicle.

Use temperature-controlled trucks for expiring goods and try to deliver these items only locally. As these items are time sensitive, they will need to be delivered quickly and safely.

4. Use Route Optimization Software

Route optimization software automatically plans delivery routes by taking into account the number of items in your truck and address nearby. Route optimization software can help you deliver your products faster, reduce driver stress, and provide flexibility when a current route is inaccessible.

5. Track packages and listing updates

Proactive transparency is essential, but you can not provide this service without real-time order tracking software. You can link this software to your customer’s email and phone numbers so that they receive a notification when their items are shipped and when they are about to arrive.

Real-time order tracking software can also reduce theft as the customer knows exactly when the product will be delivered. In addition, they can use this software to delay shipping if needed.

6. Provide proof of delivery (POD)

There is nothing more stressful for your customer than a missing parcel, but if you provide proof of delivery, both you and the customer will know if the parcel was late, stolen or delivered. No matter what happens, your customers do not have to wonder what happened to their items.


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