Delivery experience is directly related to customer satisfaction.
Customer satisfaction and retention are vital to any business surviving, especially as 80% of a company’s future revenue will come from 20% of its existing customers.
Providing effective and streamlined shipping and delivery experience is, therefore, key to the future of an e-commerce business.
The best examples of customer service often come from the biggest brands, and in this article, we’ll take a look at how the e-commerce industry’s giants have revolutionized the shipping and delivery experience.
In this article, we will look at examples like:
- Amazon and the implementation of Key for Garage in the U.S
- Zalando and its GPS Tracking in Europe
- IKEA and the use of Augmented Reality (AR) for virtual shopping
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How Amazon changed the Delivery Experience: Improving Security
Without trust, a business will not be able to retain its customers.
“our delivery drivers work hard every day to earn and maintain trust with our customers”.
One way that Amazon has been able to increase the level of trust for its customers is through introducing straight-to-your garage deliveries (called Key for Garage) in 50 cities across the United States.
This is a response to the 1 in 4 Americans who have experienced their packages being stolen, often due to the packages being left on their doorstep. Key for Garage is only for Prime members with an Amazon Key and my Q-connected garage door opener.
This allows for packages to be safely stored in the garage until the customer returns home. This is a good example of how the e-commerce giant was able to tackle a common problem that caused customers to order online less.
A successful e-commerce company must be able to find solutions that will improve their delivery service.
How Zalando changed the Delivery Experience: Evolving GPS Tracking
GPS and telematics technology have transformed the logistics industry with companies using the tech to control delivery costs and times more effectively.
Verizon Connect UK describes how GPS tracking helps companies get a more accurate ETA, which allows them to provide a more reliable answer to clients following up on orders. It also allows companies to easily adapt to any changes, something the below company has taken one step further.
Zalando, an online fashion retail leader in Europe, developed its GPS technology to provide a more adaptable delivery service. In 2017, Zalando piloted location-based deliveries. This GPS-assisted delivery method allows customers to change, on very short notice, the time and location of delivery. To accomplish this method of delivery, Zalando uses customers’ geolocation information, as provided by their mobile phone. This shows how e-commerce companies must always be looking to improve customer service, especially in the fast delivery of items (as this is why most customers order online). The more adaptable a company is to the delivery needs of the consumer the more competitive they will be.
How IKEA changed the delivery experience: Augmented Reality
The rise of online shopping has transformed the retail industry with fewer people buying from brick and mortar shops.
Yet physically seeing an object still has many advantages, not least the fact that a customer is less likely to purchase an item that doesn’t fit their home.
Ikea, though, has found a way for their e-commerce service to change this. In 2017, Ikea launched Ikea Place on iOS. The app allows people to shop digitally and actually see how Ikea’s furniture will look and fit inside their own homes through the use of augmented reality (AR).
This removes the guesswork that can often come with purchasing items, like furniture, online and will reduce the number of returns. The AR technology is becoming widely available and is a great way for e-commerce companies to provide an extra service that will, in turn, lead to greater customer retention.
It is the extra step that big e-commerce companies provide that often sets them apart from other e-commerce providers. If your company wants to stay ahead of the competition it is this forward-thinking approach to shipping and deliveries that needs to be adopted.
What we can learn from big brands
These examples tell us something very important.
The greater your awareness towards the end customer, the greater your commitment must be to create a valuable delivery experience.
There are many things that you can do, but above all, you need to:
- Sync your IT management system with your couriers and logistics providers with ease and scalability
- Find the best courier for each country, finding the right balance between global providers and local heroes
- Control all your orders in one place, creating an omnichannel environment for your customer
But above all, go live with your new logistics process in the shortest time and with the biggest reach.
With ShippyPro Enterprise, you can create your own routine engine, set and change rules whenever you need, without further development.
Talk to our experts and discover how to take your logistics process to the next level.