[Step by Step] How Can I Utilize Shipping to Curate a Great Customer Experience?
Future Commerce · with Matt Crawford · June 3, 2021 · 40 min
Summary
This episode argues that shipping should be viewed as a growth engine, not just a cost center. Ecommerce operators can optimize their shipping strategies to elevate the post-purchase experience, meet rising customer expectations for speed and transparency, and ultimately drive repeat purchases and build brand loyalty. The discussion highlights practical approaches from leveraging 3PLs to offering diverse shipping options and clear communication.
Key takeaways
Ecommerce merchants should offer transparent and varied shipping options, including expedited and BOPIS (Buy Online, Pick Up In Store), to meet diverse customer expectations and improve conversion rates.
Utilize 3PLs to strategically distribute inventory and enable faster, more cost-effective shipping across different regions, particularly for smaller businesses competing with larger retailers.
Communicate proactively and effectively with customers throughout the post-purchase journey, using branded messaging beyond just 'order shipped' notifications to reinforce brand identity and reduce customer anxiety.
Integrate post-purchase experience improvements with marketing strategies, transforming shipping from a logistical problem into an opportunity for brand engagement and customer retention.
Consider offering 'free shipping' strategically as a powerful incentive, offsetting costs by optimizing other areas of the supply chain or incorporating them into product pricing to increase perceived value.
In this season of Step by Step presented by Shippo, we ask the question, “How can I leverage shipping as a growth engine for my business?” In this episode, we’re giving you a broad, 10,000-foot view of the shipping process. Matt Crawford, General Manager of Shipping at BigCommerce shares the different ways eCommerce merchants can use shipping to provide customers with a great experience and how BigCommerce and Shippo are enabling smaller merchants to do just that.
What does this episode say about supply chain & operations?
Ecommerce merchants should offer transparent and varied shipping options, including expedited and BOPIS (Buy Online, Pick Up In Store), to meet diverse customer expectations and improve conversion rates.
What does this episode say about customer retention?
Utilize 3PLs to strategically distribute inventory and enable faster, more cost-effective shipping across different regions, particularly for smaller businesses competing with larger retailers.
What does this episode say about dtc strategy?
Communicate proactively and effectively with customers throughout the post-purchase journey, using branded messaging beyond just 'order shipped' notifications to reinforce brand identity and reduce customer anxiety.
What does this episode say about shopify & ecommerce platforms?
Integrate post-purchase experience improvements with marketing strategies, transforming shipping from a logistical problem into an opportunity for brand engagement and customer retention.
What does this episode say about supply chain & operations?
Consider offering 'free shipping' strategically as a powerful incentive, offsetting costs by optimizing other areas of the supply chain or incorporating them into product pricing to increase perceived value.
