For retail stores, there are a lot of different elements that go into creating a great customer experience. One that’s become more and more important in recent years, though, is meeting retail delivery expectations.
Today’s customers not only expect multiple fulfillment options, they also expect to get their products fast. With that in mind, let’s take a look at how retail stores can meet these expectations in a way that doesn’t drive up costs and increase labor demands.
The increasing need for speed
The Amazon effect has had a profound impact on what customers expect from a shopping experience. Now, all retailers are expected to offer the same frictionless experience and speedy delivery offered by the world’s largest e-commerce store.
From parcel to large item delivery, the expectation is that you can get the products you need when and where you want them. And these expectations don’t show any sign of letting up. To keep your customers happy and compete with stores like Amazon, fast and reliable fulfillment is a must.
Finding the right fulfillment options for your business
Retail stores today have a lot of different options when it comes to getting products into the hands of customers, and many choose to offer multiple fulfillment options. When deciding which methods are best for your business, it’s important to balance the customer experience against things like labor and costs. That said, here are the most popular retail fulfillment options:
- In-store: This is the traditional retail fulfillment option, where customers select and purchase products in person at your physical store.
- Buy online, pick up in store (BOPIS): This method combines the convenience of online shopping with the speed of in-store pickup, allowing customers to shop for products online then pick up their purchases at your physical store.
- Curbside pickup: Curbside pickup is a form of BOPIS, but instead of having customers come in to pick up their online purchases, an employee will deliver it to their car while they wait outside.
- Delivery: This option allows customers to purchase products online, then have them delivered to their door.
- Same-day delivery: Same-day delivery caters to the demand for instant gratification, allowing customers to receive their orders within hours of purchase. While this is often the most logistically challenging option, it’s also one that a lot of customers appreciate and expect.
- Returns service: Offering a convenient returns service is an important part of building customer trust. Most retailers offer in-person returns, but allowing customers to return items by mail is a great way to differentiate yourself from the competition.
Once again, it’s important to carefully evaluate all of these fulfillment options in terms of their feasibility and cost for your business. Thankfully, offering fulfillment options such as same-day delivery is a lot more doable for the average retail store than it used to be thanks to partnerships with on-demand carriers.
Looking for partners that can meet rising delivery expectations?
Why does on-demand delivery matter?
How much difference can a few days make? When it comes to meeting consumer expectations in 2024, the answer is “quite a bit”. On-demand delivery (also known as same-day delivery) is something that customers are starting to value more and more, and here’s why that matters for retail:
1. Need for speed
Now more than ever, customers who order products online expect them to be delivered fast— and in a study by Capgemini, 97% of customers defined “fast delivery” as same-day delivery. It goes without saying that delivery expectations are at an all-time high; offering on-demand delivery is no longer a novelty, it’s something that customers have come to expect.
2. Convenience is king
Offering on-demand delivery is one of the surest ways to boost e-commerce sales. Four in five consumers move to the competition when delivery options aren’t fast enough, according to a report from Stifel Industry. If you want to keep your customer retention rates high (while also attracting new customers), the convenience of on-demand delivery is a powerful incentive.
3. Delivery is a differentiator
With more buying options than ever, delivery is the new battleground for customers. It’s become one of the best ways for retailers to set themselves apart from the competition. By offering an expedited delivery and returns process, you can make your brand much more appealing than its competitors even if things like product selection and pricing are relatively equal.
Keys to winning with retail delivery
Offering on-demand delivery is one great way to make delivery a differentiator for your business, but there are other keys to building a winning retail delivery strategy, including ones like:
- Straightforward pricing: Clear, upfront pricing for delivery charges builds customer trust and prevents unpleasant surprises.
- Transparent delivery process: Features like real-time tracking and updates create a transparent delivery process so customers know exactly when to expect their order.
- Proactive communication: Speaking of updates, you should be sure to regularly provide customers with updates about delivery progress and delays.
- Reasonable delivery windows: It’s important to offer delivery windows for orders that are reasonable and flexible, and it’s especially important if the customer is required to be present and sign for their order.
- Intuitive technology: User-friendly platforms for order placement, tracking, and customer support help ensure a smooth delivery experience for customers.
- On-time delivery: Whatever timeline you promise to customers—whether it’s same-day, next-day, or anything else—it’s essential to keep your promise and ensure high on-time delivery rates.
- Low damage claims: Nothing harms the customer experience worse than receiving a damaged item. Proper packaging and careful handling (along with partnering with a reliable carrier) are a necessity to keep damage claim rates low.
- Professional service: Courteous and well-trained delivery personnel will leave a positive impression on customers and help keep them loyal to your brand.
By combining all of these elements into your retail fulfillment strategy, you can offer the kind of delivery experience that keeps customers coming back for more.
The value of partnering with an on-demand carrier
For most retailers, partnering with an on-demand carrier is one of the best ways to offer a delivery experience that’s comparable to retail giants like Walmart and Amazon. When you partner with an on-demand carrier like Bungii, you can look forward to benefits such as:
- Lower overhead costs: Partnering with an on-demand carrier eliminates the need to own and maintain your own fleet, often resulting in dramatically lower overhead costs.
- Agility and scalability: When you work with an on-demand carrier, you’ll always have the right vehicle at the right time and the ability to quickly expand into new markets.
- Robust technology: Access to robust logistics technology lets you easily provide customers with things like real-time tracking and automated updates.
- Dedicated customer support: Many on-demand carriers provide dedicated delivery support to customers, reducing the burden on your support team.
- Professional delivery network: On-demand carriers manage the driver network and provide the training and education they need to be successful.
The time and cost it would require to build all of this infrastructure on your own puts it out of reach for most retailers. But by partnering with an on-demand carrier like Bungii, you can meet rising delivery expectations without a major investment of time and resources.
Conclusion
Customer expectations regarding retail delivery are at an all-time high. However, where there’s a challenge there’s also an opportunity to set your brand apart from the competition. To learn more about how Bungii can help you provide customers with an on-demand delivery experience that will keep them coming back to your brand, contact us today.
