Shipping Strategies to Improve Customer Satisfaction

“Shipping” is more than just an added cost at the end of the checkout process. Speed, cost, communication, logistics – all of these and more combine to form the shipping experience your business is known for. If you can improve on these areas, you can turn your shipping options into a competitive differentiator that attracts more customers. In order to make effective improvements, be sure to consider the following:

Total Cost to Customers

It’s no secret that ecommerce customers love free shipping. However, it's important to remember that the reason customers love free shipping is because it's a discount. If customers can find the same product with a cheaper total cost elsewhere, it no longer matters whether or not the shipping is free. When using shipping discounts as a selling point, make sure that customers aren’t just absorbing the shipping costs through inflated product pricing or other charges.

Outbound vs. Inbound

If you are having trouble finding an effective way to provide your customers with discounted shipping, consider the benefits of reducing the cost of returns instead. Many customers decide to commit to a purchase based on the seller’s return policy. If the return’s policy is customer-friendly, customers are more likely to purchase from a seller – but not necessarily more likely to return their orders.

Order Fulfillment

The order fulfillment process is mostly invisible to customers. But if you do your due diligence here, it can make a big impact on customer service. For example, don’t limit yourself to only one carrier. By negotiating with multiple carriers (or working with a 3PL who can negotiate on your behalf), both you and your customers can save a lot of money on shipping.

Which Fulfillment Metrics You Should Track, and Why

Well-organized data tracking is not only important for sales and marketing - it's also critical for understanding your fulfillment capabilities. Fulfillment providers track a variety of metrics to help you ensure product availability, accurate shipping times, and operational efficiency. Below, we define some important metrics and explain why you should be reviewing with your 3PL provider on a regular basis.    

Transportation Time & Cost

Shipping times and costs directly factor into your customer experience. Monitoring the average time-in-transit and transportation cost per package enables you to spot opportunities for improvement.

Units Fulfilled Per Hour

The number of units your fulfillment team can process per hour helps determine your throughput. Once you know what your capabilities are, you can proactively provide resources to your fulfillment team during product promotions or peak sales periods.

Average Units Per Order

The average number of product units required to fulfill an order is good information to have, from an operational standpoint. For example, a business averaging one unit per order can usually operate with fewer employees in the fulfillment department than a business that averages 10 units per order. You can use this information to ensure you have the right amount of staff for the holidays, or other peak seasons.

Average Lines Per Order

Lines represent the variations available for each of your product units. As an example, if a t-shirt is a product unit, then each color and size is a different line for that unit. Similar to the units per order metric, tracking the average lines per order is useful for operational planning – a higher average could indicate the need for more warehouse space (to ensure there is enough stock for each line) and more employees to pick, pack, and ship each order.

Tactics for Reducing your Shipping Costs

The cost of shipping is one of the biggest competitive differentiators in ecommerce. Customers will readily abandon a cart or buy from a competitor if it means they will save money on shipping. But if you want to reduce shipping charges for your customers without taking a hit to the profit margins of every order, you need to examine your shipping pipeline for ways to improve efficiency and/or eliminate unnecessary expenses. Fortunately, there are many strategies you can consider, such as:

Negotiate with your carriers

The best step you can take toward reducing your shipping costs over the long-term is to negotiate with your shipping or 3PL providers. Review your previous shipping bills to find the major cost driving factors, and research the prices from competitors to get a better understanding of average shipping costs. At Fulfillment Works, we pass 100% of our shipping discounts on to our clients, which allows them to give better shipping rates to their customers.

Customized packaging

You can drive down your packaging costs by eliminating unnecessary dimensional space and excess dunnage. Examine your typical order sizes and order packaging assortments that suit them. Depending on your needs, custom packaging and kitting may be the best solution.
    

Remember to collect shipping refunds

Many shipping companies offer on-time shipping assurance as standard. As part of this benefit, you may be entitled to refunds on any deliveries that are delayed. If this kind of assurance is included in the agreement you have with your carrier, don’t forget to periodically review your shipping records and claim your refunds.

The Best Information to Include on Product Pages

The main function of product pages are to provide users with the information they need to decide whether to purchase a product. There are many types of information you can add to these pages to make them more useful to potential customers, including:
    

Imagery & Video

Give shoppers something more than standard manufacturer-provided photos – which tend to convey only basic information about a product. In addition to using images that show customers as many models, colors, angles, and other variables as possible, include images or videos of the product in multiple scenarios (e.g. in use, before assembly, in storage, on display, etc.) to give customers more information.

Product Descriptions

Written descriptions educate shoppers about the product's functions and features, specifications, and advantages over similar products. However, you don’t want to frustrate your users with a wall of text - so keep your product descriptions short and to the point. When possible, try to let your images do the talking.

User Reviews

Whether positive or negative, reviews are an asset for product pages. Obviously, positive reviews reinforce a prospective customer’s decision to buy. Meanwhile, negative reviews give you the opportunity to help consumers who were unhappy with a purchase. Even if they do not respond or change their review, other readers will see that you made an effort and are sincere in your customer service.

Technical Data

For certain types of products (especially in the B2B space), users really appreciate technical product data like dimensions, weight, materials, instructions, and spec drawings.

Shoppers rely on various types of product information in their purchasing decisions. Your product pages should provide this information with as much clarity and detail as possible so customers can comfortably "add to cart" without needing to leave your site and find the information elsewhere – possibly from a competitor.

Site Features to Boost Customer Spending

Using design choices to limit the checkout friction on your ecommerce site is a great strategy to increase customer spending. You can enhance a solid design with features that further add to the convenience of customers - encouraging them to order more.  In this post, we'll highlight what some of these features are and why they work.
    

Stock Alerts    

Adding “low stock” alerts to product pages creates a sense of urgency that prompts customers to purchase while the item is still available. If you link this feature with your inventory management system, you can even display the alert as a countdown.

Suggested Products

Product suggestions are a way to show customers items they may not have found on their own. However, showing other products based on category alone (the default functionality of many product suggestion widgets) is not very effective. Instead, use algorithms to make suggestions based on customer preferences (demonstrated by their overall order history), or on purchasing trends you notice (e.g. items based on seasonality or products that are commonly purchased together).

One-Click Buying

The checkout process is the area where most ecommerce customers abandon a purchase. If customers can skip the traditional checkout process, they’re that much more likely to place an order. There is a caveat in that one-click functionality is patented by Amazon and requires a licensing fee to use. Although it’s a useful feature to have on your site, it may not be worthwhile if you can’t recoup the cost of the license from the extra sales.