Slow Shipping leads to disappointments
Success rates at meeting delivery dates:
- US Postal System
With free shipping as the industry standard, many ecommerce retailers reduce this cost by relying on USPS for package delivery. With an increase in online shopping this year and fewer people gathering with gift recipients in person, the post office was overwhelmed with packages. The result was late packages or sometimes packages not arriving at all. Shortening holiday shipping deadlines by a couple of weeks or shipping with one of the other carriers with better on-time delivery rates would help to ensure that those gift packages arrive on time.
As Matt Crawford, GM of Shipping and Tax at BigCommerce, explains, this can have a big effect on customer experience and retention. “Most people see logistics and fulfillment as the technical side of ecommerce, but it’s actually another extension of the customer experience,” says Crawford.
“The real goal of logistics and fulfillment technology is to get logistics and fulfillment out of the way to create a seamless experience. When a customer makes a purchase and doesn’t have a good experience — when they don’t see a lot of delivery options, aren’t sure when the product will arrive, and don’t hear from the brand afterwards, the relationship feels like it ended there. It doesn’t leave a customer with a lot of desire to go back and have another experience with the brand.”