The Ingredients of a Great Shipping & Delivery Experience

Dear Colleague, As Liz Harrington, research analyst at eBay Enterprise + Innotrac noted in a recent Multichannel Merchant article, “The most extraordinarily branded box will not impress a customer if their order is expensive to ship and/or arrives too late.” In How to Create an Award-Winning Shipping and Delivery Experience, Harrington notes how they evaluate companies in developing finalists for the Best Shipping & Delivery Experience in the Excellence in Customer Experience Awards, part of the Operations Summit taking place this April. Key facets evaluated include: Free Shipping: In a study, eBay Enterprise + Innotrac’s SmartHub division found that while 65% of retailers post a free shipping policy on their site, only 15% commit to free shipping on all orders. Online shoppers, in the meantime, rank free shipping as one of most important services they can offer. Days to Ship: The time it takes for a package to hit the carrier network is also considered. Harrington notes that over half of SmartHub retailers send out packages within 24 hours. Days in Transit: Transportation strategy and tradeoffs are also evaluated for the awards, with a split division between ground and consolidated delivery, with 75% of packages delivered within 3-5 depending on service used. Read the full article here The Excellence in Customer Experience Awards takes place this year during an April 14 luncheon at the Operations Summit, at the Duke Energy Center in Cincinnati. Make plans to register today and we hope to see you there! Sincerely, Mike O’Brien Senior Editor Multichannel Merchant

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