nShift: Four Ways Retailers Can Deliver for Christmas Shoppers as Consumer Sentiment Drops
nShift releases guide on creating a competitive customer experience this Christmas and beyond
As consumers around the world tighten their belts, retailers must focus on building a competitive customer experience to make this year’s Christmas shopping season a success. nShift, the global leader in parcel delivery management software, has released a list of ways that retailers can build loyalty with shoppers over the festive season and beyond.
This time of year typically marks a period when shoppers increase spending in the run up to the festive season. But economic uncertainty continues to make global consumers nervous. Research from PwC shows that “consumer sentiment”, a measure that captures attitudes and optimism among shoppers, is lower than at the beginning of the pandemic.The cost-of-living crisis continues to bite.
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nShift has released a new guide that explores how retailers and e-commerce companies can win shoppers back in the run up to Christmas. The guide encourages retailers to:
- Get the price right – when considering a customer’s price sensitivity, think beyond the product itself. Multiple shipping options, for example, can make a huge difference to conversions online. Some shoppers will opt for a slower delivery at a cheaper cost. Others will pay more for next-day options.
- Provide constant, relevant communication – a great customer experience does not end when the consumer clicks ‘buy’. The demand for information and updates is getting stronger and stronger. In a time of uncertainty, retailers can offer reassurance and comfort by keeping customers up to date with the progress of their purchases, either through updates or letting customers check themselves.
- Ensure they deliver – poor delivery standards kill customer loyalty. Retailers must ensure they have a clear read on how all of the carrier companies they use are performing.
- Get returns right – a decent returns policy helps increase conversions. But it’s vital to ensure that the process is easy for both shoppers and warehouses.
Richard Anderson, Chief Customer Officer at nShift, said: “At this time of year, shoppers need to be more confident than ever that they can get what they want and when they want it. Those that have a positive experience will recommend it to their friends. Those that don’t, will shop around for a better one. Now more than ever, the delivery experience is a crucial part of the customer experience.”
nShift is the global leader in parcel delivery management software. It helps retailers provide an end-to-end delivery experience from checkout to returns. nShift helps create a customer experience that will drive sales, build brand reputation and customer loyalty, and give businesses the data and insight needed to grow the business.
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