Online shoppers are clear with their order delivery expectations.
They want it free, they want it NOW, and they hate delays.
How much, you ask?
So much that late deliveries tend to drive customers away.
Read on further to know how much late deliveries can cost your business and how you can deal with them in order to spur customers to spend more on your brand!
The Human Cost of Late Deliveries
How would you feel if you were affected by any of the following situations?
- Critical medicines being delivered late.
- A birthday gift you send reaching the destination a day after the special day.
- Santa delivering that particular Peppa Pig life-size toy your child has been coveting for months a day after Christmas.
You would surely not order from the same business again. You would most certainly not accept excuses like “We outsource our shipping needs to FedEx, UPS, or DHL, so please check with the shipping carrier.” Such an excuse would only infuriate you further.
Now put your customer in the same situation.
Needless to say, they would be just as anguished as you would be in their shoes.
You Bear the Cost of Late Deliveries
What makes late deliveries worse is that despite paying a steep price to provide customers a top-notch eCommerce delivery experience, you are held accountable for delivery issues committed by your shipping carrier.
Since the onus is now on you provide a great post-purchase experience, you end up spending up to 20% more on shipping costs than you should. As if this were not bad enough, many such former customers end up posting damaging reviews on social media and forums that deter potential customers from buying with you!
And if you are planning to just replace one customer with another, you are in for a shock!
The hard truth is that acquiring new customers is costly work. It costs as much as seven times more to acquire a new customer than to retain an existing one. Also, an existing customer will buy more from you and recommend your business more than a new customer will.
For these reasons, it is critical you retain your existing customers at all costs.