A recent survey by nShift shows that 84% of shoppers are willing to return to a retailer following a positive Black Friday experience. This underscores a major opportunity for online retailers to turn seasonal bargain hunters into repeat customers by focusing on key elements of the shopping journey.
One of the biggest factors driving customer loyalty is efficient delivery. About 58% of consumers say they are more likely to buy from a retailer that delivers purchases quickly and smoothly. To capitalise on this, several areas can significantly enhance customer satisfaction during Black Friday and other peak shopping periods:
- Ensuring delivery reliability – Retailers must work closely with their carrier partners to resolve any delays or shipment errors, backed by data to monitor and improve carrier performance.
- Navigating international shipping – With 52% of shoppers seeking products from overseas, addressing logistical challenges in global deliveries can open up new markets. However, issues related to international shipping are a key obstacle.
- Offering diverse delivery options – Consumers expect flexibility when it comes to delivery. Providing a range of choices, from sustainable shipping to out-of-home delivery options, can improve the overall experience.
- Balancing cost and service – By exploring competitive delivery rates, retailers can reduce costs by over 30% without compromising service quality. These savings can be passed on to customers or contribute to a stronger bottom line.
As peak shopping seasons like Black Friday approach, retailers have a unique chance to strengthen customer relationships. By focusing on the right delivery and customer experience factors, they can convert one-time buyers into loyal, long-term customers. The ability to scale logistics and offer real delivery choices will be key to delivering that seamless experience shoppers expect.