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Customer delight: what consumers really want from delivery









Understanding what consumers want from delivery is an important step in creating a successful eCommerce strategy. The eCommerce industry is constantly changing, challanging retailers to keep pace.








Research shows that putting a priority on serving customers through excellent delivery makes sense on so many levels. By understanding and embracing these fundamental points, eCommerce companies can make important strides toward achieving consumer delight and business success in the months and years to come.


 
In this survey, 30,000 people were interviewed from the age of 18 through 65 across the UK, France, Spain,US, Germany and the Netherlands.     
Aim was to find out what people really want from delivery.




Here are the key findings:

1. Delivery needs to vary by age and by regio
An understanding of the preferences of a retailers' specific target enables the business to effectively cater to its most valuble consumers. Tip : pay close attention to the preferences and opinions of the disruptive generations (age 18-25)
2. Providing easy international delivery is vital to winning consumers since shopping through internet means that more and more consumers are looking beyond their own borders.
3. Simular to taking many items into a changing room but only buying one, consumers are buying several items online with the intention of returning some or all.Retailers should built friendly and cost-effective return policies into their strategies to accomodate this reality.
4. Retailers need to find factors beyond price to outshine the competition. Offering outstanding delivery options and services is on way to develop critical competitive advantage
Customers are willing to pay more for a convenient delivery and return options.
5. With the reach of social media growing by the day, businesses can't afford to ignore complaints. Getting delivery right is an important measure for peventing the loss of custom and revenue through bad customer experienc
6. Providing proactive communication in the form of delivery status updates is a service that consumers value incredibly highly.
7. Consumers are increasingly shopping on a product- by- product basis compromising traditional notions of consumer loyalty. But by extending unbeatable delivery options to consumers, retailers regain a win to loyal fans
bron: delivering consumer choice report

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