For younger shoppers, particularly Gen Z and younger millennials, the delivery experience is key to ecommerce success. This is the main takeaway from new research conducted by nShift, a global leader in delivery and experience management (DMXM). The survey, conducted in partnership with Retail Week, found that 25-34-year-olds are the most likely age group to abandon online shopping carts due to a lack of convenient delivery options. It also revealed that choice and convenience are critical, with 71% of 25 to 34-year-olds stating that choosing the date and time of delivery is important, compared to just 53% of those over 55. Additionally, 25-34-year-olds are the most likely to prefer click-and-collect options.
nShift’s guide, “Beyond the Box: Turning Deliveries into a Business-Building Experience,” explains how the delivery experience can be a platform for business growth, customer acquisition, and revenue generation. The guide, available for download, outlines what a great delivery experience looks like and what retailers need to do to achieve it.
“Younger consumers are not just a crucial segment of today’s ecommerce market – they represent the customers of tomorrow. It’s vital that retailers understand their needs and create an experience that delivers for today and endures for the future,” said Sean Sherwin-Smith, Product Director Post-Purchase at nShift. “Deliveries create opportunities to grow the business. Getting shipping right increases conversions at checkout and builds customer loyalty. It can also lower costs and protect margins – for example, by streamlining the returns process and encouraging revenue-protecting exchanges. Achieving this winning formula depends on close, effective collaboration between retailers’ ecommerce and logistics teams.”
DMXM, an integrated approach combining delivery management and the post-purchase experience, helps retailers stand out in the competitive ecommerce landscape. DMXM enables retailers to:
- Grow beyond limits: With a library of 1,000+ carriers, nShift enables retailers to expand internationally and offer more delivery choices to customers at checkout, increasing conversion rates.
- Connect every stage of the customer journey: By offering the right delivery options at checkout (including popular zero-emissions and pick-up/drop-off deliveries), a superior tracking experience, and simple returns that maximize revenue retention.
- Enable data-tight ecommerce: By combining data from carriers, logistics, and other business systems, DMXM helps retailers sharpen customer insights, break down internal silos, and drive operational efficiency.
- Out-perform competitors: By engaging with customers in new ways or increasing the throughput of deliveries and fulfillment teams. nShift helps retailers stay ahead by investing five times more in R&D than its closest competitors.
The guide, “Beyond the Box: Turning Deliveries into a Business-Building Experience,” can be downloaded from the nShift website
About nShift
nShift’s delivery and experience management platform drives ecommerce success. Grow beyond limits with constant innovation and the world’s largest carrier network. Build customer loyalty with end-to-end tools that enhance the experience. Unify data into usable insights that connect and optimize processes. With nShift, make delivery the essential link between your brand and your customers.
