Order fulfillment is a very “behind-the-scenes” aspect of ecommerce. But, even though it’s not a consumer-facing process, order fulfillment has a big impact on customer experience. A recent study from Dotcom Distribution found that the most important elements of order fulfillment affecting customer loyalty were delivery times and premium packaging.
According to 87% of the 558 online shoppers surveyed, delivery time is a key factor when deciding to place another order with an e-tailer. Additionally, 44% said faster delivery would increase their trust with a brand. When it came to premium packaging, consumers expressed many positive sentiments:
- 40% said they would be somewhat more likely or much more likely to purchase from an e-retailer that offers premium packaging
- 68% said that branded packaging makes the brand seem more upscale
- 61% said that branded/premium packaging gets them more excited about receiving/opening the package
- 44% said that premium packaging reinforces that the product was worth the cost
From a fulfillment perspective, improving these areas is key to growing your ecommerce business. To improve your delivery speed, you could look at 3PL providers that are closer to your customers, or you may need to improve your inventory management. For example, by maintaining real-time inventory monitoring, you can then process orders in real-time. The time saved from order processing results in customers getting their packages much faster. Additionally, the benefits of premium packaging are too numerous to ignore – consumers will be more likely to enjoy their experience, order again, and tell their friends. At Fulfillment Works, we have lots of resources to design and produce custom packaging for our clients. Contact us to learn how we can help.
While you could run a remarketing strategy "set it and forget it" style, there are simple changes you can make to show users more relevant and compelling ads. Use these tips to refine your retargeting strategies to be more effective.
Customize your ads as much as possible
One of biggest strengths of remarketing is that ads are shown to users who are already interested in your products. Showing them generic ads for your brand is wasted potential. Instead, advertise items that users are likely to be interested in based on what sections/product pages of your site they spent the most time viewing. This strategy can be especially effective at addressing cart abandonment.
Retarget on social media
Social media sites are the most highly trafficked spaces online, so your remarketing ads are more likely to get exposure there. Plus, sites like Twitter and Facebook have advertising options that are perfectly suited for the growing audience of mobile users.
Use incentives to drive action
Remarketing targets users who have already demonstrated an interest in your site. Sometimes, the right promotional offer is all that's needed to get them to complete a transaction. For repeat customers, try serving ads speaking to brand loyalty with special offers to reactivate their buying cycle.
Ecommerce companies already use a lot of resources to get users talking about their products and interacting with their website. But sometimes, the best way to influence user behavior is to sweeten the deal. Use these ideas to recruit your customers into helping increase your sales and brand awareness.
Referrals can be a great way to generate new business. Of course, if you incentivize your referral program, more people are likely to participate – and at higher volumes.
"Follow Us" Rewards
A simple way to boost your word-of-mouth marketing is to offer social media-exclusive incentives. Provide a coupon code, shipping discount, or some other type of reward to users who interact with your business on social media. Alternatively, running a contest or giveaway through social media can accomplish the same goals - more so if you offer a worthwhile prize.
Shoppers love to brag about recent purchases on social media. Some ecommerce sites prompt customers to share their purchases on social media immediately after checkout, but there are more effective ways to encourage your customers to talk about their purchases. You can include calls-to-action in your packaging such as social media instructions (“follow us at…”), post recommendations (“take a picture and tell us how excited you are to start using this product”), and hashtag suggestions.
Your most frequent outgoing emails are probably order confirmations. Because they give customers an acknowledgement of an order, these emails are as vital to ecommerce as the paper receipt is for brick-and-mortar stores. But even more than that, confirmation emails can be used to build up customer trust and even increase repeat orders. More...
Professional product presentation is not only important in real life, it’s also important online. In a brick-and-mortar store, customers can usually interact with a product in many ways - they can see it from every angle, hold it, demo it, and/or ask questions of sales associates. In ecommerce, the images and descriptions on your product pages are your customers’ only insight to your products (aside from user reviews, which can vary in detail). Investing in these merchandising elements improves the user experience of your site, and also improves the perception of your brand and products. More...