You know that customers are demanding. But just how demanding are they? In a recent survey, we found that e-commerce customers, in general, are not happy with their online shopping experience. 

• 60% of consumers rate their post-checkout delivery experience as underwhelming

• 83% of consumers think brands don’t care about their experience after checkout

• 56% of consumers are disappointed with the service provided after they checkout

This is the current status quo, which could spell danger for your e-commerce business. That’s because if customers are unhappy with their buying experience with your business, they stop buying. 

• 92% of buyers say they stop buying after a bad customer service experience. 

In short, customer expectations are rising fast, and e-commerce businesses must keep up by improving the customer’s shopping experience–which is incomplete without an excellent delivery experience.

Today, the fastest and most efficient way to deliver a better post-checkout experience is to use order tracking pages. This must-have feature for e-commerce businesses is fueled by logistics data and provides real-time visibility into every process–from warehouse to last-mile delivery. 

With an order tracking page, the merchant takes back control of the entire delivery process from their carriers. Instead of sending customers to carrier websites, your e-commerce store displays this critical information directly in a branded environment. 

Turn a good delivery experience into a great one

That’s a basic requirement for a good delivery experience. However, it’s still not good enough. Your customers want a great delivery experience. One that builds loyalty through trust and sincere engagement.

Here are some key features which we think will turn your delivery experience into a great one that your customers love: 

• Detailed shipping information - 70% of consumers say that the ability to track orders is important to them. That’s good. However, a great delivery experience provides granular information that takes customers along for the post-checkout ride from packing to unboxing. 

• On-brand aesthetics and tone - Today, merchants tend to send customers to carrier pages for delivery updates. But a great delivery experience is an on-brand order tracking page that keeps customers engaged on your website instead of sending them away to 3rd-party sites. 

• Personalized shopping experience - One of your customers’ demands is personalization. This helps improve customer trust and loyalty to your brand. Many leading e-commerce businesses offer exclusive discounts or custom product recommendations based on purchase history. 

Turn a great delivery experience into an excellent one

Having a great delivery experience is not the end. It’s just the start. There are a few more features that you can add to your order tracking page and turn the delivery experience into an excellent one.

1. Delivery experience rating and feedback

The delivery phase of an order is highly emotional. A bad experience keeps customers away. A good experience keeps your brand at the top of the customer’s mind. A great experience gives your customers a direct feedback channel to your business. This capability gives customers a voice to express their satisfaction (or dissatisfaction) with their delivery experience. It also helps your customers understand that your business cares deeply about their experience with your brand. 

2. Shipment items display during tracking

Most customers check up on the delivery status of their orders often. It is especially true if the order is highly anticipated. A good customer experience lets customers track their orders directly on your website. 

A great delivery experience provides customers with a list of items in their latest order. That helps reassure your customers that their order is confirmed and is already on its way. It can also help customers reconnect with their recent purchases and get them in the mood to buy again.

Customer demands are constantly evolving. Just because your business’s buying journey is tuned for maximum customer satisfaction two years ago, doesn’t automatically make it relevant for today’s customers. If anything, your e-commerce store should evolve alongside customer preferences.

Only then can your brand deliver a truly unique and seamless customer experience that delights customers, improves customer retention rates, and drives revenue growth

To learn more about customer experience and how it improves customer retention rates, download our latest ebook on this trending topic for e-commerce businesses.

If you think your business is ready to transform its delivery experience, you can always request a no-obligation demo that showcases the powerful Parcel Perform data and delivery platform and a quick consultation to help you understand what we can do for you.