5 Delivery Strategies to Enhance Customer Experience

1. Ace Your Delivery Promise and Customer Service-Level Agreements (SLAs)

Start by evaluating your delivery promise and verifying that it addresses customer expectations. While ASAP delivery might seem like the best option, it’s essential to consider your item or merchandise type and your customer expectations. Sometimes, offering same- or next-day delivery can be just as effective and may even provide cost savings1.

2. Put Delivery Information Front and Center

As delivery becomes increasingly important to customers, clearly outline delivery speed and cost on product pages and during the checkout process. Savvy retailers surface essential information, including payment and delivery options, early in the experience so that customers don’t have to click multiple times to find that information1.

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3. Own the Customer Experience

Instead of sending customers to a third-party app for delivery, keep them on your website and own that customer journey. For example, offering white-label delivery through a partner like Walmart GoLocal means retailers can own the customer experience end-to-end. This approach provides a better experience for your customers, helps maintain a competitive advantage, and encourages brand loyalty and retention1.

4. Promote Your Capabilities

Customer awareness is key throughout this process. Promote your delivery capabilities on your product and checkout pages. Consider other tactics, such as social media and targeted email campaigns, to highlight your delivery offerings1.

5. Close the Last Mile Gap

The last mile of delivery is critical. Consider innovative solutions like local delivery partners, lockers, or pickup points to ensure timely and convenient delivery. Successful retailers focus on closing this gap to provide an exceptional customer experience1.

Examples of Successful Retailers

Several retailers have excelled in implementing these delivery strategies:

1. Amazon: Known for its fast and reliable delivery, Amazon has set the standard for customer expectations. Their Prime service offers same-day or next-day delivery, making it a go-to choice for online shoppers.
   
2. Zappos: Zappos, an online shoe and clothing retailer, prioritizes customer service. They offer free shipping and hassle-free returns, ensuring a positive shopping experience.
   
3. Nordstrom: Nordstrom provides a seamless omnichannel experience. Customers can buy online and pick up in-store or choose curbside pickup, enhancing convenience.
   
4. Instacart: As a grocery delivery service, Instacart focuses on speed and accuracy. Their shoppers deliver groceries within hours, meeting customer demands for convenience.
   
5. Target: Target offers various delivery options, including same-day delivery through Shipt. They’ve successfully integrated delivery into their overall customer experience.
   
6. Walmart: As one of the largest retailers globally, Walmart has invested heavily in its delivery infrastructure. They offer various options, including same-day delivery, grocery pickup, and even in-home delivery for groceries. Walmart’s commitment to convenience and speed has made them a go-to choice for many shoppers.
   
7. Sephora: The beauty retailer Sephora has embraced omnichannel strategies. Customers can order online and pick up their cosmetics and skincare products in-store. Sephora also provides free shipping for loyalty program members, enhancing the overall shopping experience.
   
8. Best Buy: Best Buy, a leading electronics retailer, has mastered the art of curbside pickup. During the pandemic, they quickly adapted by allowing customers to order online and pick up their tech gadgets without leaving their cars. This strategy not only ensures safety but also provides convenience.

FenixCommerce’s Impactful Partnerships

FenixCommerce has collaborated with several well-known brands to enhance their customer shopping experience. Let’s take a closer look at some of these partnerships:

1. Bombas: FenixCommerce worked closely with Bombas, a popular sock brand, to optimize their delivery process. By ensuring timely delivery and accurate order tracking, Bombas improved customer satisfaction.
   
2. Men’s Wearhouse and Jos. A. Bank: FenixCommerce partnered with these men’s clothing retailers to streamline their delivery operations. The result? Happy customers who receive their suits and accessories promptly.
   
3. Gorjana: FenixCommerce’s delivery strategies helped Gorjana, a jewelry brand, offer reliable shipping options. Customers can trust that their jewelry will arrive on time, enhancing their overall shopping experience.
   
4. Dermalogica: FenixCommerce’s expertise in last-mile delivery benefited Dermalogica, a skincare brand. By closing the last mile gap, Dermalogica ensures that customers receive their skincare products without delay.