nShift Reveals 58% Of Customers Will Abandon a Business Due to a Poor Customer Experience

Online retailers are losing out on a significant amount of revenue to customers dissatisfied with the experience they offer, with 70 percent of all online shopping carts abandoned prior to checkout. Some 58% of customers will stop doing business with a company because of a poor customer experience.

According to nShift, the global leader in delivery management software solutions, however, ensuring a satisfactory end-to-end experience could increase conversion rates by up to 35 percent.

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In its latest guide, “Strengthening customer relationships at each stage of the delivery journey”, nShift explores the elements required to deliver such an experience. It shows how perfecting the end-to-end delivery experience can help retailers:

1. Deliver better for customers – the delivery process is increasingly important to the customer experience. Almost half of consumers will shop elsewhere if they feel delivery times are too long.³ And it’s not just about speed. 30% say being able to specify an exact delivery slot would encourage them to shop with a particular retailer.⁴
2. Build stronger relationships with customers – shoppers like to know who they’re dealing with. Two in five are more likely to recommend a product if it comes in branded packaging.⁵ Communication is important too. Four in five consumers believe retailers should communicate every stage of the fulfillment and delivery journey.⁶
3. Get to know customers better – taking ownership of customer data will furnish retailers with the insight they need into a customer’s shopping history, enabling them to make recommendations, avoid previous mistakes, and deliver the experience they expect.

Lars Pedersen, CEO of nShift, said: “From the moment they visit an online store to the moment they receive their order, customers today expect a smooth, friction-free shopping journey.

“By ensuring an excellent end-to-end delivery and returns experience, retailers can address factors such as insufficient delivery options, which may prove off-putting. In doing so, they can gain the trust, loyalty, and repeat business of their customers.”