Holiday Shipping Archives | Lateshipment.com

The importance of Estimated Delivery Date during the holidays

Raksna Anand — Thu, 09 Nov 2023 10:56:14 +0000

Do you know what customers search for in the checkout page? It’s the estimated delivery date. Yes

45% of customers abandon their carts because of unsatisfactory delivery options.(shipbob)

It is important to provide your customers with accurate shipping information including estimated delivery date.

What is estimated delivery date?

46% of e-commerce customers prefer to know the ETA of their package before they place their order (timesofIndia)

An estimated delivery date is the exact date on which the package the customer has ordered would reach their doorstep. It depends on various factors such as the time taken for the product to be shipped, distance, preferred shipping method and transit time.

Imagine that a customer is shopping last minute for Christmas gifts for their loved one. In this case, the accurate delivery date plays an important role because the customer wants to know if the product will reach them on time. Hence, we recommend all e-commerce businesses to include estimated delivery dates in their product page and checkout page.

Why is estimated delivery date important?

1. Builds trust and authority

The primary goal of establishing the estimated delivery date is to build a trust and authority factor over the brand. Especially when the customer receives the product on time, it fosters a good customer experience. Estimated delivery date not only provides accurate information but also encloses professionalism. When all the satisfactions are met in terms of the product and when the product arrives on time, it sets the stage for retention.

2. Increases sales

When the customer sees the accurate delivery date and if it aligns with their timeline, it would definitely be a huge factor to nudge them to click that buy button. During the holiday season, especially when time is everything, an accurate delivery date could give them a picture of what they can expect. This also reduces the cart abandonment rate. The customer would be very excited, especially when there are faster shipping options. They will anticipate more to receive the order.

3. Reduce WISMO enquiries

An average customer visits the branded tracking page 6-8 times while the shipment is in transit. Customer anxiety runs high, especially during the holiday season. Providing an accurate delivery date can drastically reduce WISMO enquiries. It is not only about specifying an accurate delivery date, it is important that you mention the date on the branded tracking page.

Near-accurate EDD results in a 76% drop in WISMO calls, even in case of delayed deliveries. (Australiapost)

This way, customer support representatives can handle more pressing queries rather than focusing on WISMO enquiries.

4. Setting customer expectations right

A. Managing Anticipation: Customers will know when they will receive the order and when they can anticipate receiving their orders This sets clear expectations and rules against any uncertainties Especially during the holiday season when supply chain disruptions are really high, an estimated delivery date could be a game changer leading to customer satisfaction

B. Avoiding unpleasant surprises: Without the accurate delivery date, the customer would imagine that a certain product could be shipped in a certain date and if that doesn’t happen, it leads to frustration which in turn gives a very bad delivery experience affecting the brand’s perception. The customer will have a completely different perception of the brand from here on

C. Gift of Giving: Usually during the holiday season, customers plan on gifting their loved ones and if they do not know the estimated delivery date of when this would happen then they wouldn’t be able to make a certain plan leaving them hanging.

5. Reduces Porch piracy

Porch-piracy is an epidemic. With the explosive growing of e-commerce sales, package theft has become more prevalent, relevant than ever.

One in two Americans have had their package stolen. Now, in some states, package theft has moved from a conviction to a felony. Providing accurate delivery date and time can allow the customers to accommodate a specific time during the date collected packages from the delivery partner. Thus, accurate delivery date and time can save you a lot of money and prevent your customers from experiencing a bad moment.

Where to display the estimated delivery date?

Product page
Checkout page
Shopping cart page
Order confirmation page
Order confirmation email
Branded tracking page
Customer Account dashboard
Customer service page

Wrapping Up

In this ever-bustling world, brands need to adapt to certain strategies to stay relevant. Including estimated delivery dates is an important feature which plays a major role in pushing the customer towards clicking the buy button.

Most of the customers want their order to be delivered yesterday. In such cases, it is better to provide customers with shipping optionality. Shipping optionality is the feature to provide customers with multiple shipping options, varying from expedited shipping to eco-friendly shipping to standard shipping options. This way the customer has the freedom to choose when they want their product to be delivered. Most of the customers who choose expedited shipping options often are willing to pay extra to get the product shipped and delivered soon. Try conveying as much information and provide customers with as much shipping options as you can for a better customer experience.

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Lost And Damaged Packages Causing Trouble During The Holidays? Here Are 5 Simple Ways To Avoid Them

Sashank Ravindranath — Thu, 19 Oct 2023 09:56:56 +0000

The holiday season should be a time for e-commerce businesses to celebrate after making successful sales but not stress about the possibility of your customers holding you accountable for their packages getting lost and damaged in transit.

On-time deliveries are a critical factor when it comes to e-commerce deliveries but in most cases, an apology paired with a replacement or a discount can make up for the delay. However, certain package issues such as theft or damage are recognized only when the package makes its way to the customer.

The good news is that you don’t have to face nightmares anymore worrying about customer frustration and churn as a result of these delivery issues. In order to help you provide a smooth and delightful delivery experience this holiday season, we’ll explore the reasons behind and challenges of loss and damage, and provide strategies to prevent them.

What Causes Lost and Damaged Packages And Makes Them More Common During The Holiday Season

No matter how hard a business tries, package delivery issues are inevitable and are more common during times like the holiday season. But a first step to cutting down delivery issues such as lost and damaged packages is to identify its source and try to cut it at the roots.

Here are some of the reasons why lost and damaged packages occur and are more common during the holidays:

High Shipping Volume: With a significant increase in shipping volume and more packages in transit as a result, carriers become overwhelmed by the sheer quantity of shipments, leading to a higher risk of packages getting lost or damaged.
Increased Handling: From the moment they leave the warehouse to the time they reach their destination, packages often pass through multiple distribution centers, warehouses, and trucks, with each transfer representing an opportunity for mishandling or damage.
Rushed Deliveries: The holiday rush often means that delivery timelines are tight. Carriers may be under pressure to make more deliveries in a shorter amount of time. In their haste, packages may not be handled with the care they deserve, increasing the risk of damage.
Weather Challenges: Winter weather can be particularly harsh on packages, making them more susceptible to damage.
Theft: Just like deliveries, package theft tends to increase during the holiday season. Porch pirates are aware that valuable items are being shipped, making unattended packages easy targets.
Misrouting: With the surge in packages, sorting errors can occur. Packages might be misrouted, leading to issues like being sent to the wrong location.

To help you mitigate the risks of lost and damaged packages during the holiday season, we have come up with a set of actions that you can take to ensure the impact of these issues is minimal on your business.

Without further ado, here are some ways for you to avoid lost or damaged packages in transit. Also, witness what reduced package delivery issues can do for your business.

5 Ways To Avoid Lost and Damaged Packages

Reducing lost and damaged packages during transit, especially during the holiday season, is crucial for your e-commerce business in terms of customer satisfaction metrics and revenue. Here are some effective ways to avoid or minimize these issues.

1. Package your items securely

How well your items have been packed plays a huge role in limiting your packages from getting damaged in transit. As mentioned earlier, holiday season packages come through multiple passages toward their destination, and with high shipping volume — there is a huge possibility of mishandling and damage as a result of human error.

To avoid such incidents, ensure that all items are properly packaged and cushioned to withstand the rigors of transit. If your forte is fragile items, you can use sturdy, high-quality boxes with adequate padding and other protective materials to protect the contents within. You can also consider using double boxes for extremely delicate items.

During times like the holiday season, if you’re shipping to regions with inclement weather, you can use weather-resistant packaging to protect packages from different temperatures.

Packaging can also play a huge role in preventing package theft. Porch pirates are more likely to steal packages that they think contain valuable items. By using plain or discreet packaging, you can make your packages less attractive to take away.

Also read: Festive Packaging Ideas To Drive Up Holiday Sales

2. Track your packages in real-time

On average, 1-in-5 parcels shipped face delivery issues resulting in high customer frustration and negative shopping experiences, which can soon lead to customer churn and a bad reputation.

The best ploy to prevent this from happening is to make use of a post-purchase automation platform that enables you to track parcels in real time.

Real-time tracking helps you monitor the progress of all your shipments and keeps you aware of any potential delays or issues.

Using this data, you can take proactive action to resolve the lost package incident (re-routing, etc) and fix the issue for your customers before the incident impacts them.

3. Proactively communicate with your customers

The post-purchase is a phase where customers are anxious about their orders due to the fear of parcels facing issues.

By staying mum about this issue, you are unknowingly feeding their ‘pre-parcel anxiety’, resulting in lower customer confidence and conversion rates.

In order to instill confidence in your customers to increase repeat purchases, you need to once again employ real-time package tracking.

An extension of real-time tracking is your newfound ability to proactively communicate order-related information to your customers. If, say, the lost package issue that you discovered is unresolvable, you can try your best to inform your customer about the incident rather than the other way around. This can help in managing their expectations.

Damage and package theft are issues that impact your customers first and they come to you with their grievance. Even in such cases, you can communicate proactively by offering empathy and discounts on future purchases to mitigate their frustration levels and ensure they continue shopping with you.

4. Insure your packages

An easy and affordable option to face lost and damaged packages is to insure your packages via shipping carriers or third-party options.

Shipping insurance serves as a safety net for e-commerce businesses and their customers by providing financial protection in case of lost or damaged packages. Here’s how shipping insurance helps in such situations:

Shipping insurance helps you with lost or damaged packages by reimbursing you for the value of your items if they are lost or damaged in transit. This offers you financial protection against losses and helps you get your items replaced.

Also, knowing that your packages have been insured gives you peace of mind knowing that your items are protected if lost or damaged in transit. This can allow you to focus on other aspects of your business or personal life.

5. Eliminate package thefts

Package thefts are one of the worst ways for a package to get lost or face an issue in general. Despite tireless efforts from a lot of people, the experience of collecting the parcel in hand is robbed from the customer just because some opportunists thought it would be a good idea to get away with the package on the porch.

With orders being high in value and attractive outside in terms of package design, theft is a frequent instance during the holiday season.

Fortunately, some suggestions exist to avoid porch pirates and eliminate package thefts entirely.

For starters, keeping your customers informed of the arrival of their package at all times is a great way to ensure they’re present at the location to collect the package and avoid it being left unattended.

In case the customer isn’t able to stay at the location, you can also offer suggestions such as an address change to ship it off to a different location (say, their workplace) or to an Amazon locker, where they can collect their package later.

Final Word

In the whirlwind of holiday e-commerce, the last thing businesses and customers need is the disappointment of lost and damaged packages. As the festive season approaches, taking proactive steps to prevent these issues is paramount.

By implementing the strategies outlined in this article, e-commerce businesses can navigate the holiday rush with confidence, ensuring that packages reach their destinations safely and a smoother and more enjoyable shopping experience for customers.

Remember, with attention to packaging, clear communication, and the safety net of shipping insurance, the holidays can be a season of delight and fulfillment instead of worrying about lost and damaged packages.

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Shipping as a marketing tool: Drive delight this holiday season

Raksna Anand — Thu, 12 Oct 2023 10:30:55 +0000

Ever thought of ecommerce shipping as a marketing tool? E-commerce brands often focus on various channels during the holiday season like marketing, website design, product variations, emails and social media. We’re here to say that e-commerce shipping is also a great marketing tool that e-commerce brands should consider.

E-commerce shipping is the last part of the pre-purchase customer journey before the buy button is clicked. Holiday buyers look at the shipping options and buy their gifts. Entice buyers with shipping and we’ll teach you how.

Ecommerce Shipping: The Ultimate Marketing tool

1. Free shipping, duh

90% of customers would shop online more often if free shipping is offered. (savemycent.com)

Free shipping would

Improve conversion rate,

Reduce cart abatement rates,
Positive customer experience.

We understand that every business cannot offer free shipping. In that case, we suggest that you do the following

Offer free shipping above a certain value,

Offer free shipping on certain products only
Offer free shipping only to members or email subscribers to make them feel exclusive

2. Ecommerce Shipping optionality

With shipping optionality in the play, brands offer freedom to customers to choose what they want in terms of shipping. There are many types of ecommerce shipping options that are trending right now.

Expedited shipping – Expedited shipping is an umbrella term which has many options, which are two-day delivery, same-day delivery, and overnight shipping. 54% of consumers under the age of 25 state that same-day shipping is crucial when shopping online. (Walker Sanders)

Many customers who opt for expedited shipping often are willing to pay extra for faster shipping options. These expedited shipping solutions are practically a way to reduce cart abandonment rates and increase conversion rates.

Local delivery – Local delivery is when a product is delivered from your local store to the customer’s doorstep. It is a great option for brands to acquire local customers.

International shipping

Eco-friendly shipping options – Gen Z and the millennials are obsessed with sustainability and knowing good for the earth. Eco-friendly shipping options opt for biodegradable packaging, carbon offset programs, and recyclable packages. Often, these eco-friendly shipping methods take much time to reach the customer as they opt for ground shipping. But customers are still considering eco-friendly shipping in order to save the world.

A Statista study says that product packaging accounts for the greatest portion of greenhouse gas emissions in the e-commerce industry. There are options to increase shipping efficiency and reduce unwanted packaging boxes,

Pack orders efficiently,

Let customers know that you are practicing sustainable shipping methods,

Allow customers to offset carbon at checkout,

Consolidate orders,

Promote the use of reusing and recycling packages,

Opt for eco-friendly shipping and fulfillment partners,
Reduce returns.

3. Gifting options

With the holiday season, festive cheers would be everywhere. Even the brand’s website would be decorated with festive elements to set the holiday mood. Why not offer that gift-wrapping option in your e-commerce shipping as well? This saves enormous time for your customers and time is everything during the holiday season. Your customers or people in general would want to spend their time with their loved ones. You are supporting that by reducing the time for them to wrap gifts. Provide multiple gift-wrapping options in your ecommerce shipping.

4. Personalized notes

A personalized note is also a time-saving element which you can use as a part of your shipping process. Gifts are often bought from e-commerce brands and this customizable personal note when given as an option would add a personal touch to your entire product and improve customer satisfaction.

5. Estimated delivery date

8 out of 10 shoppers agree that the more valuable their package, the more important it is to have an accurate EDD. (Forbes)

Customers are often anxious about their products being delivered on time. Especially during the holiday season, the anxiety peaks. In order to alleviate this anxiety, estimated delivery dates should be specified.

Mentioning the holiday shipping deadlines would also be helpful in this case, as it gives a real-time scenario of what’s going on in the shipping industry as well. Shipping deadline is the latest date in which you can ship your packages and send them their way to the customers to reach them on time. In order to reduce anxiety or obliviousness, brands can offer shipping.

6. Shipping cost calculator

Factors to consider:

Dimension

Weight

Destination

Type of shipping
Supply chain disruptions
Shipping deadlines

Various shipping costs for various types of shipping services could be displayed in order to give a real-time image of how much shipping costs for the customer. A customer on a budget would be able to get a clear idea of what type of service he or she wants.

7. Customisable packaging

Oreo’s ColorFilled campaign is the best example to depict how important customizable packaging is. Oreo ran a campaign called the ColorFilled campaign where customers had the liberty to choose packaging of their own and they even designed packaging of their own. Oreo announced that this would be a limited edition. Oreo being Oreo, their fan base felt crazy and ordered a lot of products from Oreo. This campaign was a huge hit. Customizable packaging is one competitive advantage you can use in terms of ecommerce shipping to further nudge customers into converting.

Customer journey after the buy button

The customer journey does not end after the buy button. The phase after the ‘buy button click’ is called the post-purchase phase. Brands often overlook the post-purchase part. Right from the mail which says ‘your order has been placed’ to delivering the product, sets the stage for retention.

Retaining old customers costs less than acquiring new ones. Shipping happens through 3rd party logistics partners. Brands should assume responsibility for any shipping mishaps even though they’re not responsible for anything which happens after the product has been shipped. Taking up responsibility offers a very big competitive advantage in terms of offering last-minute delivery delight.

Final word

While e-commerce brands do a lot of things to drive traffic to their website, the elements in the website clearly play an important role in pushing the customers towards converting. E-commerce brands often offer discounts, spin-the-wheel offers, customized coupons, and gift bundles in order to lure customers to convert. But shipping is the last touch point or the last element that you can add to further improve the conversion rate. When customers find the shipping Options they want and when the package arrives the way they want, customers click the buy button.

The post Shipping as a marketing tool: Drive delight this holiday season appeared first on Lateshipment.com.

Holiday Schedule 2023: Marketing Calendar and Shipping Deadlines

Sashank Ravindranath — Fri, 08 Sep 2023 06:23:04 +0000

The holiday season is fast approaching, and for e-commerce businesses, this means it’s time to prepare for the busiest time of the year.

We’re still 2 months away from things getting really hectic but remember, early preparation is key to ensuring a smooth holiday season.

Thus, in this blog, we’ll explore why early preparation is necessary and in order to help you get started, provide you with a comprehensive holiday schedule in the form of a marketing calendar and information on shipping deadlines for the 2023 season.

Why An Early Preparation Holiday Season is Necessary

The holiday season is a time when shoppers are on a buying spree, looking to get the perfect gifts for their loved ones and deals for themselves. However, this great opportunity brings up a great challenge for businesses such as yours.

The holiday shopping rush can turn out to be overwhelming, leading to issues like shipping delays, inventory shortages, customer service overload, and so much more.
Building excitement and anticipation among your customers takes time. Early preparation allows you to create engaging content, run teaser campaigns, and build relationships with your audience.
The holiday season is not just busy but also very competitive. You need to have your marketing campaigns in place early in order to capture the attention of consumers and get ahead of competitors who are still planning their holiday campaigns.
The holiday season is a time when shipping carriers are straining their capacity due to experiencing high volumes of packages, which often leads to delays. This means that you need to plan accordingly to get your products shipped out for timely delivery.
Customers are more likely to make impulse purchases during the holidays, especially towards the last minute. For such customers, you need to be prepared by having their trending products in stock and ready to ship.

This is why starting your plans for the holiday season early is crucial:

Now that we understand the importance of early preparation, let’s dive into the details of the holiday marketing calendar and shipping deadlines for 2023.

Part 1: Holiday Marketing Calendar

Here’s a month-by-month breakdown of key holiday season dates and marketing strategies that work best each day so that you can implement them easily and maximize your sales.

October

While the holiday season officially kicks off with Thanksgiving at the end of November, shopping for the holiday season (yes, quite early) starts this month.

This is the time for you to execute fresh plans that you haven’t tried out before, watch out for what your competitors are planning (something that you’ve not thought of), etc, and set your plans in place for the holiday rush that will commence in less than two months.

The major event in October for retail and e-commerce is Halloween. Taking place on the 31st of the month, the spooky ancient Celtic festival is a time for customers to get creative and businesses to capitalize on.

Halloween - October 31

Popular trends – costumes, decorations, candy, and food

Expected consumer spending – around $100 per person

Effective marketing techniques – Halloween is no longer confined to a single day of trick-or-treating. It has expanded into a season that spans the entire month of October, with consumers engaging in various activities such as decorating, attending parties, and visiting haunted attractions.

For e-commerce businesses, this extended Halloween season provides ample opportunities for sales and engagement:

Create Halloween-themed marketing campaigns that resonate with your target audience. Use spooky visuals, themed emails, and social media content to set the mood.
Produce blog posts, videos, or infographics that offer Halloween tips, DIY ideas, and costume inspiration.
Run contests, giveaways, and user-generated content campaigns on social media. For example, encourage customers to share their Halloween preparations using your products with a dedicated hashtag.

Halloween presents a golden opportunity for e-commerce businesses to engage with customers and increase sales. With a well-planned marketing strategy, you can enjoy the fruits of ‘spooktacular sales’, it can bring.

November

Only 2 months for 2024, less than a month for Thanksgiving — November is the time when things get quite hectic at e-commerce workplaces as businesses come together to run things for a week full of shopping.

Key holiday events in November are collectively called The Cyber Weekend and include Thanksgiving, Black Friday, Small Business Saturday, and Cyber Monday.

Let’s start taking a look at them one by one.

Thanksgiving - November 23

Thanksgiving, traditionally a holiday for expressing gratitude and sharing a bountiful meal with loved ones, has evolved into a significant shopping event in recent years.

For e-commerce businesses, Thanksgiving presents a unique opportunity to engage with customers and kickstart the holiday shopping season.

Expected consumer spend – $6 Billion

Popular trends – Food, home goods, and apparel

Effective marketing techniques – With the evolution of holiday shopping, the Thanksgiving landscape has largely shifted from a day of just families coming together to becoming synonymous with early holiday shopping, thanks to the rise of Black Friday and Cyber Monday.

Here are some ideal marketing techniques that e-commerce businesses can come up with to have a great Thanksgiving sale:

Create Thanksgiving-themed content: Send out a big “thank you” to your customers by crafting out social media posts, personalized emails or messages to display your gratitude. This is also a great way to get into the spirit of the season and attract customers.
Mobile Shopping: With the rise of mobile devices, many consumers shop on their smartphones during Thanksgiving gatherings. Ensure your website is mobile-responsive, and consider mobile-specific promotions.
Thanksgiving Giveaways: Run Thanksgiving-themed giveaways or contests like free products, gift cards, or even a trip. This is a great way to generate excitement and engagement around your Thanksgiving sale.
Get into the spirit of Thanksgiving: You can also try spending the day with your local community and try giving back to them in order to associate your brand with the Holiday theme and etch your brand in your customers’ minds.

Black Friday - November 24

In this section, we’ll delve into Black Friday’s significance, average consumer spending, emerging trends, and effective marketing techniques for a successful Black Friday sale.

Expected consumer spend – Close to $10 Billion

Popular trends – Electronics, Apparel, Home goods, Toys

Effective marketing techniques – Over the years, Black Friday has transcended its brick-and-mortar origins and has become a global shopping extravaganza across e-commerce and the U.S. It’s characterized by doorbuster deals, massive discounts, and a shopping frenzy that lasts well beyond the traditional single day.

To have a successful Black Friday sale, e-commerce businesses can look forward to implementing the following marketing techniques:

Early Promotions: Start building excitement weeks in advance. Tease upcoming deals and exclusive Black Friday discounts to create anticipation.
Countdown Timers: Add countdown timers to your website and emails to create a sense of urgency. Highlight limited-time offers.
Personalization: Leverage data to provide personalized product recommendations and targeted offers based on customer preferences.
Post-Sale Engagement: Keep the momentum going with post-Black Friday promotions, ensuring that customers return for more holiday shopping.

With well-planned marketing strategies, you can ensure your Black Friday sale is not just successful but also a memorable shopping experience for your customers. So, gear up for the Black Friday shopping extravaganza and make it a win-win for your business and your potential shoppers.

Small Business Saturday - Saturday, 27th November

Small Business Saturday, a shopping holiday celebrated on the Saturday after Thanksgiving, is a day dedicated to supporting small businesses and local entrepreneurs. As an e-commerce business, you can capitalize on Small Business Saturday by aligning with the values of supporting independent sellers and having a successful sale.

Expected consumer spend – The average shopper spends around $150

Popular trends – Electronics, Apparel, Home goods, Toys

Effective marketing techniques – Looking to have a successful Small Business Saturday sale? Employ the following marketing techniques:

Embrace the “Small” Identity: If you’re a small business who is also relatively new to the e-commerce world, then this is your chance. Highlight your unique story, values, commitment to quality, etc, and position yourself as a small, independent venture.
Collaborative Giveaways: Partner with other small businesses for joint giveaways or promotions to expand your reach.
Email Marketing: Send targeted emails to your subscriber list, announce your participation in Small Business Saturday, display your promotions, and express appreciation for their support.

In short, Small Business Saturday offers e-commerce businesses an excellent opportunity to connect with consumers who value supporting small, independent ventures. If you’re a small business, it’s time to embrace your small business identity and offer compelling promotions. If you’re not, you can still capitalize on the holiday by supporting other small businesses and making an impact on your customers.

Cyber Monday - November 27

Cyber Monday, which follows the Thanksgiving weekend, is a digital shopping phenomenon known for exclusive online deals and discounts. For e-commerce businesses, it represents a golden opportunity to boost sales and engage tech-savvy shoppers.

Expected consumer spend – More than $11 Billion

Popular trends – Electronics, apparel, and home goods.

Effective marketing techniques – Cyber Monday marks the peak of the holiday shopping season. Thus, it is crucial for you to implement effective marketing strategies that capture their prospects’ attention and put your brand on the top of your customers’ minds compared to that of your competitors.

Here are some of the strategies that can come in handy:

Extended Cyber Monday: Cyber Monday is no longer a single holiday but is extended into a week-long event, allowing shoppers to take time and spend time with brands beyond one day. You too can take advantage of this situation and extend your product offerings and deals to cover for a week.
E-commerce store optimization: The competition will be huge on Cyber Monday — don’t let factors like slow loading times, bad UI/UX to cause your shoppers to drop off. Ensure your website is optimized for speed and ease of navigation. Remember, a user-friendly experience can significantly impact conversion rates.
The importance of social media: Social media is a powerful tool for businesses to promote their Cyber Monday sales. Make sure to promote your sales on all of their social media channels, and also run social media contests and giveaways to generate excitement.

By keeping these trends in mind, you can create a successful Cyber Monday sale that will boost their sales and grow their customer base.

December

Peak season is over, but for e-commerce businesses such as yours, it’s not yet time to sit back, relax, and write your Christmas lists. You still have just a couple more hurdles left to end the year on a successful note.

Close to 30 days in between to major shopping/ customer spending days of the holiday season. Goodbye Cyber Monday, Hello Christmas.

Christmas - December 25

Christmas, celebrated on December 25th worldwide, is a time of joy, celebration, and gift-giving.

For e-commerce businesses, it’s also a season of tremendous sales potential, thanks to shoppers’ decision to actively seek the perfect gifts for loved ones and themselves.

Expected consumer spend – Average spend of over $725 for men and $609 for women in the US

Popular trends – Toys, electronics, and apparel

Effective marketing techniques – Here are some ideal marketing techniques that e-commerce businesses can come up with to have a great Christmas sale and successfully culminate the holiday season:

Festive Visuals: Decorate your website and social media profiles with festive visuals, evoking the Christmas spirit.
Social Media Campaigns: Run Christmas-themed social media campaigns, contests, and giveaways. Encourage customers to share their holiday purchases using a dedicated hashtag.
Bundled Gift Sets: Create attractive bundled gift sets that offer savings and convenience for shoppers.
Last-Minute Shopping Promotions: As Christmas draws near, offer last-minute shopping deals and guaranteed delivery options to cater to procrastinating shoppers.
Post-Christmas Sales: Extend the holiday shopping season with post-Christmas sales to capture gift card redemptions and late shoppers.

In conclusion, Christmas is a season of joy and giving, making it the perfect time for e-commerce businesses to spur their customers to spend more. With well-planned marketing strategies, you can ensure that this Christmas becomes a season of success for your business.

New Year’s Eve - December 31

Almost done. We’ve now come to the ‘thank you note’ of the holiday season. New Year’s Eve — a time that is mostly for celebrations and parties but is also a great opportunity for e-commerce businesses to capitalize on customers looking to end the year with a bang and kickstart the new one.

Expected consumer spend – More than $100 on an average

Popular trends – Apparel, accessories, and alcohol

Effective marketing techniques – Here are some ideal marketing techniques that e-commerce businesses can come up with to have a successful New Year’s Eve sale:

Themed Marketing: Use New Year’s Eve themes and visuals in your marketing materials to set the mood.
Social Media Engagement: Utilize platforms like Instagram, Facebook, and Twitter to welcome your customers to the new year and make a great impact.
Last-Minute Deals: Conduct clearance sales for your older products as a way to attract last-minute shoppers who are still looking to make the most of great deals.

By keeping these trends in mind, e-commerce businesses can create a successful New Year’s Eve sale and end the year on a high note.

Adhering to the marketing calendar and implementing the strategies required is just one half of your holiday planning task.

There exists a bigger, much more important half that plays major roles in influencing your customers’ experiences, repeat shopping, and all the other factors that ensure that one time holiday shoppers become loyal customers. And that half is just about getting better at giving your customers what they want — hand over your customers’ parcels to them on time.

Part 2: Holiday Shipping Deadlines (FedEx and UPS)

As we mentioned, preparing yourself for great holiday sales is just halfway to the finish line. Getting your products into customers’ hands is a bigger challenge for e-commerce businesses during this busy season.

On the one hand, carriers are straining their capacity to ship out huge volumes of packages during the holiday rush. On the other hand, on-time deliveries and the overall post-purchase customer experience play a key differentiator for businesses. So know what steps you must take to get on the right track this holiday season.

To make things simpler for you, we’ve noted important holiday-season dates for UPS & FedEx and have presented them to you.

UPS Holiday Schedule

To help shippers plan their deliveries for the holidays accordingly, UPS releases their schedule, i.e., a calendar with information on when services will not be operated, special restrictions for certain services and geographical locations, etc.

Staying updated on this schedule can help e-commerce businesses such as yours follow shipping deadlines and send out deliveries on time.

Thanksgiving

November 23, 2023, Thursday: Thanksgiving (UPS Holiday) – No UPS pickup or delivery service. UPS Store locations are closed. UPS Express Critical service will be available. Call 1-800-714-8779 or visit upsexpresscritical.com.

November 24, 2023, Friday (the day after Thanksgiving) – Normal pickup and delivery service.

Christmas

December 24, 2023, Monday: Christmas Eve – Unlike last year, where services were operated with modifications, UPS this year will have their pick up and delivery service closed on Christmas Eve, with The UPS Store being opened only in select locations (check with your local store for specific hours of operation). UPS Express Critical service will be available.

December 25, 2023, Monday: Christmas Day (UPS Holiday) – No UPS pickup or delivery service. The UPS Store locations are closed. UPS Express Critical service will be available.

New Year

December 31, 2023, Sunday: New Year’s Eve – Similar to Christmas, UPS this year will have their pick up and delivery service closed on New Year’s Eve, with The UPS Store being opened only in select locations (check with your local store for specific hours of operation). UPS Express Critical service will be available.

January 1, 2024, Monday: New Year’s Day (UPS Holiday) – No UPS pickup or delivery service. UPS Store locations are closed. UPS Express Critical service will be available.

FedEx Holiday Schedule

Similar to UPS, FedEx announces their holiday service schedule YoY to help businesses that ship plan their dates accordingly and avoid shipping delays.

If you’re a business that uses FedEx for your shipping needs and isn’t much worried about service delays on the assumption that you can claim refunds via FedEx’s Money-back guarantee policy, know that from December 13, 2022, to January 2, 2023, the FedEx money-back guarantee will be temporarily suspended for select FedEx Express services for U.S. domestic and U.S. export shipments. Thus, make shipping on time your priority to avoid a bad customer experience and unnecessary costs.

Thanksgiving

November 22, 2023, Wednesday (the day before Thanksgiving) – FedEx Ground, FedEx Home Delivery, FedEx SmartPost, FedEx Freight, FedEx Trade Networks, and FedEx Custom Critical will be open. Early on-call pickups in some areas for FedEx Express. FedEx Office locations will close by 6 PM.

November 23, 2023, Thursday (Thanksgiving) – Only FedEx Custom Critical will be open. All other services will be closed for Thanksgiving. FedEx Trade Networks is subject to availability.

November 24, 2023, Friday (the day after Thanksgiving) – FedEx Ground, FedEx Home Delivery, FedEx SmartPost, FedEx Trade Networks, and FedEx Custom Critical will be open. Only FedEx Freight will be closed. Early on-call and dropbox pickups in some areas for FedEx Express. FedEx Office locations will open by 7 AM or at their regular time.

November 25, 2023, Saturday – FedEx Home Delivery, FedEx SmartPost, FedEx Trade Networks, FedEx Office, and FedEx Custom Critical will be open. FedEx Ground and FedEx Freight will be closed. Early on-call pickups in some areas for FedEx Express.

November 26, 2023, Sunday – Only FedEx Trade Networks, FedEx Office, and FedEx Custom Critical will be open. FedEx Express, FedEx Ground, FedEx Freight, and FedEx SmartPost will be closed. FedEx Home Delivery will be made only in Sunday-eligible stations.

Christmas

December 16, 2023, Saturday – FedEx Express, FedEx Home Delivery, FedEx Office, FedEx Trade Networks, and FedEx Custom Critical will be open. FedEx Ground and FedEx Freight will be closed. No pickups, but deliveries will be made as usual via FedEx SmartPost.

December 17, 2023, Sunday – Only FedEx Office, FedEx Custom Critical, and FedEx Trade Networks will be open. FedEx Express, FedEx Home Delivery, FedEx SmartPost, and FedEx Freight will be closed. FedEx Home Delivery will be made to Sunday-eligible stations.

December 18, 2023, Monday to December 21, 2023, Thursday – All services will be open.

December 22, 2023, Friday – All services will be open with Early station, on-call pickups, and dropbox closings in some areas for FedEx Express. FedEx Freight will be working on a modified schedule with its pickup and delivery options. For example, parcels picked up today will resume on December 27 and be delivered on December 28.

December 23, 2023, Saturday – FedEx Express, FedEx Home Delivery, FedEx Trade Networks, and FedEx Custom Critical will be open. FedEx Ground and FedEx Freight will be closed. No pickups, but deliveries will be made as usual via FedEx SmartPost. FedEx Office locations will have modified hours the day before the holiday, with some locations closing early. Please contact your local FedEx Office location for details.

December 24, 2023, Sunday (Christmas Eve) – Only FedEx Custom Critical will be open. Almost all other services will be closed for Christmas Eve. Sunday residential delivery will not be available to all destinations except for stations that deliver on Sundays, which are open. FedEx Office locations will have modified hours, with some FedEx Office locations closed. Please contact your local FedEx Office location for details.

December 25, 2023, Monday (Christmas) – Only FedEx Custom Critical will be open. All other services will be closed for Christmas. FedEx Trade Networks is subject to availability.

December 26, 2023, Tuesday – All services will be open. Parcels picked up by FedEx Freight on December 22 will be delivered today.

New Year

December 27, 2023, Wednesday, and December 28, 2023, Thursday – All services will be open.

December 29, 2023, Friday – FedEx Ground, FedEx Home Delivery, FedEx SmartPost, FedEx Office, FedEx Trade Networks, and FedEx Custom Critical will be open. FedEx Freight will only be open with for pre-arranged pick-up and delivery shipments. Freight shipments picked up today will resume on January 3 and will be delivered on January 4. Early on-call and drop box pickups in some areas.

December 30, 2023, Saturday – FedEx Express, FedEx Home Delivery, FedEx Office, FedEx Trade Networks, and FedEx Custom Critical will be open. FedEx Ground and FedEx Freight will be closed. No pickups, but deliveries will be made as usual via FedEx SmartPost. Early station, on-call pickups, and dropbox closings in some areas for FedEx Express.

December 31, 2023, Sunday (New Year’s Eve) – Only FedEx Custom Critical will be open. Almost all other services will be closed for New Year’s Eve. Sunday residential delivery will not be available to all destinations except for stations that deliver on Sundays, which are open. FedEx Office locations will have modified hours, with some FedEx Office locations closed. Please contact your local FedEx Office location for details.

January 1, 2024, Monday (New Year) – Only FedEx Custom Critical will be open. All other services will be closed for the New Year. FedEx Trade Networks is subject to availability.

January 2, 2024, Tuesday – All services will be open.

Bottom Line

Following the Holiday calendar can help you with your marketing campaigns by giving you data like important shipping dates, popular products on particular days, effective short-term marketing techniques, and sales data.

Similarly, following the schedule of services and operations from shipping carriers like FedEx and UPS can help you plan your shipping game in advance and not succumb to sky-rocketing surcharges.

That’s not all! Planning for the holiday season is a huge task that requires you to tick all the boxes and have everything ready in place to manage the upcoming rush and whatnot.

One area that most businesses unwillingly ignore is the post-purchase phase, which holds incredible value in boosting retention rates and revenue. To help you tick that box as well, we’ve come up with a downloadable guide that you can make use of. Follow the strategies in the guide and not just cover but dominate your post-purchase customer experience for this holiday season.

The post Holiday Schedule 2023: Marketing Calendar and Shipping Deadlines appeared first on Lateshipment.com.

Guide for E-commerce Businesses to Thrive This Peak Season

Sashank Ravindranath — Fri, 02 Dec 2022 09:47:53 +0000

No more talking about this year’s holiday season in the future sense. It’s already up and running. Your fellow e-commerce businesses, shipping carriers, third-party logistic partners, etc have all geared up to handle the peak season’s shipping volume without succumbing to delivery issues and negative customer experiences.

But just because the times are busy doesn’t mean we run helter-skelter till the peak returns season in January. You can still work on your strategies to make improvements for last-minute shoppers.

We have compiled as much as peak season trends and metrics to help you make data-backed decisions to optimize your post-purchase during the critical Holiday season and beyond.

Here’s a sneak peek of what you’ll be seeing in this article.

Peak season trends by the numbers
Forecast of peak season carrier performance rates
Frequent issues that e-commerce businesses might face during the peak season
Strategies to ensure post-purchase success

Without further ado, let’s get into things.

Peak Season Trends by the Numbers

We’ll start with the most important trend that is pretty much going to be a first for the peak delivery season in a while. Experts are predicting a lower shipping volume compared to the last two years, thanks to the pandemic-induced e-commerce boom slowing down and customers navigating high inflation.

Despite inflation and other concerns, e-commerce is projected to grow, at a slower rate of 6-8% YoY compared to 18% in the year before.

Also, it is expected that peak sales will happen only later in the holiday season this year with shoppers hoping to take advantage of discounts. Major brands too have anticipated such trends and are pushing early sales with lucrative deals. Amazon launched a second Prime Day, and stores like Target and Walmart followed suit with early fall holiday deals.

Also, major retailers are expected to take extraordinary measures to tackle stockpiling by maximizing discounts in the month of December which will result in Holiday sales peaking a little bit later.

Happy sales numbers aside, there seems to be some doom and gloom, i.e new challenges for e-commerce shippers in the form of the supply chain, inventory, and fulfillment issues.

Despite the possibility of a lower shipping volume, record high shipping costs, shipping network congestion, and labor shortage will affect the 2022 Holiday Season. This can in turn hurt the operational efficiency of shipping carriers.

But shipping carriers would’ve taken proactive measures to stay ahead of these challenges or have they?

Forecast of Peak Season Carrier Performance Rates

Major carriers like UPS and FedEx are aware of the incoming peak season shipping volume and have taken appropriate measures to counter them.

All major carriers in the US, like FedEx, UPS, and the U.S. Postal Service (USPS) are equipped to handle about 110 million packages per day, and that could outpace peak season handling capacity by about 18 million packages per day. However, despite all of this, the on-time delivery performance is projected to significantly stay impacted.

In the 5th edition of our annual “2022 State of Holiday Shipping in the U.S.” report, we have forecasted that UPS is expected to outperform FedEx across all shipping types, going by on-time performance indicators from the past 12-24 months.

Also, when it comes to shipping services, packages shipped through both Ground and Express services offered by UPS and FedEx will remain affected.

That’s not all! The report focuses on understanding the impact of the surge in order volumes and supply chain disruptions on the on-time delivery performance of UPS & FedEx in the United States during the peak season, with actionable strategies to optimize post-purchase operations.

Undoubtedly, shipping carriers like UPS and FedEx will be stretched to the limits in order to meet on-time delivery promises this Holiday season, this will result in an unprecedented spike in delivery disruptions. Additionally, peak season surcharges will escalate shipping costs to fulfill Holiday orders.

Not just delays, there are further issues that can take a toll on the post-purchase experiences you provide. Let’s take a look at what they are and how they can affect your business.

Frequent Issues That E-commerce Businesses Might Face During the Peak Season

1. Shipping deadlines can be stressful if you’re not aware of them

UPS and FedEx have been following this necessary practice of setting deadlines for shipping because parcel volumes during the peak season are typically significantly higher.

If you are planning to send out a parcel at the 11th hour via expedited service to satisfy last-minute shoppers, you have no choice but to be aware of the deadlines in their carriers’ holiday schedules, or else, you may end up as a victim of peak surcharges and deplete your shipping budget.

Also, you can communicate holiday shipping deadlines with your customers to ensure that your customers are not set up for frustration over their holiday gifts getting delayed but instead will have a seamless order delivery experience.

Click here to access the special holiday-specific calendars drawn up by UPS and FedEx:

2. Tracking parcels with the shipping carrier can cause anxiety

An increase in the shipping volume can only mean the odds of your shipment going haywire getting higher. Apart from delays, your parcels can get lost, damaged, etc. Even when everything seems to go well, an anxious customer who is unaware of the parcel status can bombard your support reps with WISMO inquiries.

In either of the cases, the customers are quick to blame you, the retailer, instead of the shipping carrier, who is in charge of fulfilling their parcels.

This is because customers often consider that the onus is on retailers to make sure that their parcels are delivered according to their expectations and when they face a slight inconvenience, they feel aggrieved and helpless.

To mitigate your customers’ parcel anxiety and ensure they enjoy a delightful delivery and returns experience, you can make use of a post-purchase solution that tracks your parcels in real time and keeps your customers informed about the status of their parcels at all times.

3. Shipping carriers have levied surcharges and suspended money-back guarantees

With carriers putting higher efforts to improve one-time shipping performances, investments will be the need of the hour. To meet ends and see profits just like any other industry, shipping carriers like UPS and FedEx make levy additional surcharges on select parcels to select locations.

As a retailer, such costs can be a burden, especially if your shipping volume is high and your customer base is throughout the country. In such cases, if you are looking for temporary relief in the form of shipping refunds for service failures, then here’s another shocker. Shipping carriers suspend their money-back guarantee on certain dates in their holiday schedule.

UPS on the other hand, are continuing their suspension of Service Guarantee since the pandemic, except a few selected services. Click here to know what they are.

While this makes shipping more expensive and works to your disadvantage, you can take steps to make sure that you are relatively less affected by them.

The solution is really simple — take control of your post-purchase phase and reduce parcel issues from impacting your customers. This makes sure that you don’t have to compensate the customer who might stop doing business with you citing the bad experience. Also, a quality post-purchase experience from your end can increase repeat purchases. That’s two birds with one stone!

In the run-up to the holidays, the supply chain will take center stage and the winners are going to be those retailers who will take measures to mitigate the impact of delivery delays on customer experience and loyalty.

Strategies to Ensure Post-purchase CX Success This Peak Season and Beyond

Taking measures to close the post-purchase CX gap and provide customers with a frictionless delivery experience can cement you as their preferred brand to shop from. Adopting the following ways to improve your post-purchase CX will ensure a positive impact on both your customers’ lifetime value and the retention rate of your business.

This is where we come in.

LateShipment.com is the world’s only cloud-based Post-purchase Success platform built to enable retail parcel shippers of all sizes to provide memorable order delivery and returns experiences — besides reducing shipping costs by up to 20%.

Here’s how LateShipment.com can help ensure post-purchase CX success:

Proactively identify and resolve delivery related issues
Reduce customer anxiety with automated shipping notifications
Offer custom-built branded tracking experiences on your online store
Make order tracking self-service to reduce delivery related support tickets
Leverage order tracking moments to increase sales and reduce returns
Get customer feedback around order delivery experiences
Optimize your returns process to make it hassle-free while maintaining profitability

BONUS: Bring better performance accountability to shipping carrier services by recovering millions of dollars in refund claims.

That’s not all!

LateShipment.com seamlessly integrates with over 600 shipping carriers and business tools that include E-commerce platforms, Order Management Systems, CRM and Marketing Automation tools to help you craft delightful post-purchase experiences, at scale. Visit www.lateshipment.com to find out more.

The post Guide for E-commerce Businesses to Thrive This Peak Season appeared first on Lateshipment.com.

Angry Customer Rants on Twitter for Common Post-purchase Issues

Sashank Ravindranath — Tue, 22 Nov 2022 07:49:28 +0000

Delivery issues are inevitable and particularly more frequent during the holiday season. But we can’t blame the shipping carriers for it. This is because the huge incoming volume of shipments really puts a strain on their capacity to deliver orders properly.

However, that doesn’t mean we let them get away with delivery issues because an angry customer doesn’t delve deep into the reasons behind the issue. They just want their orders intact and on time.

Being an e-commerce merchant, you may be accustomed to delays but for customers, they are always difficult to process, which may result in a burst of emotions. But we also can’t blame them for it.

As your customers’ shopping experience is completely virtual, they have gotten accustomed to getting relief only when a physical parcel shows up on their doorstep. Until then, they are constantly anxious. Even a minor inconvenience in their delivery waiting period will lead to your business paying a heavy price in terms of angry customer rants and poor online reviews.

Here’s the thing about these rants:

In most cases, they are directed towards you, the retailer, rather than the shipping carrier as customers hold the business they purchased from accountable rather than the carrier.
They have the power to demotivate potential customers who might be looking forward to shopping with the business by damaging the brand’s online reputation.

So, if you’re wondering what it is that you can do when facing such situations, this post is for you.

The reason for this post’s existence is: to let you know of the consequences of angry customer rants on social media, particularly the fan-favorite Twitter, and resolve them, to avoid them from becoming a headache.

Common Issues That an Angry Customer Takes to Social Media

While there are a long list errors that a package can face while making its way from the e-commerce store, there are just 5 major issues that an angry customer often takes to social media.

Where Is My Order? (WISMO)
My Order is Late
My Package is Lost
I have received a damaged package
I’m Not Satisfied with the Given Response

Let’s take a closer look at how angry customers expressed their ire over these issues on Twitter and what your business can do to prevent or handle such situations.

1. Where Is My Order? (WISMO)

Customers expect to be kept in the know of the whereabouts of their parcels as they eagerly await their delivery. When they are unable to see regular shipping event updates on the shipping carrier’s tracking page, they feel aggrieved and helpless. This in turn leads to repeated WISMO inquiries that consume all of your support reps’ time.

Now, imagine a scenario where there is a lack of response from support teams to such queries. In such cases, these anxious customers don’t hesitate to quickly take the issue to Twitter, where they simply call out the brand and get the attention of others, just like this.

@marksandspencer hi marks where is my order, as you have stolen my money and where is it???
— simon james (@simonja45479401) November 12, 2022

What You Can Do

To the modern consumer, it feels unnatural NOT to receive real-time updates on the status of their packages which in turn forces them to bombard your support teams with WISMO calls to alleviate their anxiety.

You can handle such situations by being proactive in engaging your customers with timely order updates even before they request one. You can also take this a notch further and make order tracking self-service so that your customers get their hands on all the details they are looking for and thus, don’t expect your support reps’ help.

2. My Order is Late

Let’s say your customers easily track their parcels and are aware of the status at all times. While their anxiety is eased a bit, it is still not yet fully resolved — thanks to the inevitable occurrence of order delays during times like the holiday season.

Delays are bad, sure. But what makes it worse is the situation when your angry customer informs you about them instead of the other way around.

Unattended delays lead to bad delivery experiences. And 78% of customers won’t shop with a brand after just one instance of a bad delivery experience.

What the hell is up with @amazon delivery? Package was supposed to be here today with the next day delivery. Now it says running late and it will be 15-17th for delivery. It’s not even the holiday season yet🤬
— 🔮ℂ𝕒𝕣𝕝𝕒 𝔸™🔮🌜✨ ♑ (@techsavvy68) November 15, 2022

What You Can Do

Gain complete visibility into your shipments in transit and send out a quick replacement via an expedited shipping option if you notice one of your customers’ parcels getting delayed. Additionally, you could provide affected customers with a coupon code offering a discount for their next purchase.

Not all delays are due to shipping carrier errors, there can be uncommon cases such as

The package facing a standstill because of bad weather, customs delays, roadblocks, etc
The package getting delivered late simply because there was no one at the location to collect it

In such cases, keep your customers informed if their parcels might be delayed. This way, your customers will be impressed with your commitment to provide them with a great delivery experience, and thus will give you another chance despite facing a delay.

3. My Package is Lost

Lost packages are worse than late deliveries and for obvious reasons, make your customers more infuriated. This is because, unlike delayed packages, the odds of lost packages finding their way back to the customer are very slim and statistically unlikely.

Sure, the customer gets refunded in such cases. But think about the frustrations they faced. It’s going to leave a scar on their delivery experience and makes things next to impossible to retain them.

Pet circle love to not deliver your stuff then when you email them they’re like “we are so sowwy 😿 what is your kitties name? 🥺 we lost ur package again ~does ur kitty love a snuggle?” And I’m like “I will never shop here again! Yes pixie loves snuggles”
— kelsie (@randyshart) November 15, 2022

What You Can Do

A lost package can come in as a shock for a customer. Thus, the process to handle it must be done step by step.

Like all post-purchase issues, initiate the communication instead of expecting them to find out eventually or waiting for them to come up with a WISMO inquiry
Start by sending a “suspected lost package” notification as soon as you find a package going haywire while live tracking all your shipments
Have a support rep stay in touch with and periodically update the angry customer to placate them. Additionally, make sure to send a free replacement for the lost product by expedited shipping.

This way, you can demonstrate your commitment to the customer and possibly impress them enough to retain them moving forward.

4. I have received a damaged package

Just like getting lost, packages are delivered to customers in a damaged state more often than you might expect. The numbers are particularly high during the holiday season as parcel handlers are confronted with huge volumes and must work fast to clear them.

When an expensive order is found to be damaged, it causes a dent in your profit margin. But far greater is the resulting negative impact it has on the customer’s perception of your brand.

Remember that the now angry customer is likely to voice their ire on social media and deter others from shopping with you.

Hey @amazon that package I ordered arrived almost a month late and was completely destroyed. It is soaked through. I left a note asking the delivery driver to leave it inside the screen door. This was ignored. I would have fit fine as per photo 4. You really messed up here. pic.twitter.com/1FVF86lqAK
— Joe (@WorthASandwich) November 13, 2022

What You Can Do

As a first step, make sure to package right. Your parcel will likely undergo significant stress during handling and your packaging should be sufficient to protect the parcel.

As the next step, provide labels for return shipping within your parcel so that your customer can return-ship it back to you if required. Make sure to absorb the cost of this return shipping. Provide a replacement or a refund to the customer at the earliest.

5. I’m Not Satisfied with the Given Response

As we mentioned, delivery issues are common and inevitable. However, lackluster customer support from your end while handling these issues can be more damaging to your reputation than the issue itself.

61% of the customers will stop doing business with you after one bad customer service experience.

Even the other four issues can be contained with proper customer support but the lack of an effective support team can cause even frequent customers to shun your brand.

Hi Simon, thanks for your tweet. Would you be able to confirm your order number, email address, and postcode in a PM? Once we have that information, we'd be happy to look into this for you. Take care, Tonayah. https://t.co/FqaAto1Kxs
— M&S (@marksandspencer) November 12, 2022

Keep in mind that a “Thanks for your tweet” might not be the response to an angry customer ranting about a delivery issue with their package. Such a response can really infuriate the customer further, who would immediately get the notion of shopping with an insensitive brand. This would further lead to angry customers continuing their rants and tarnishing your brand’s reputation online.

What You Can Do

Make sure your customer support team is thoroughly trained to handle a variety of post-purchase customer queries ranging from late deliveries to damaged parcels and is always available to deal with issues when required.

Negligence or not fulfilling a customer’s expectations will be seen as bad customer service.

Empower your support reps to easily spot shipments that may require attention and work proactively to address delivery issues before being asked to by customers.

Additionally, if a customer has taken their issue to social media, take an empathetic approach and provide redressal at the earliest.

You can take it up a notch and try to make the customer post a satisfied feedback in their social media profiles. This can help in creating a positive opinion of your brand among prospective customers. You might even get a testimonial this way.

How LateShipment.com’s DEM Platform Can Help You

Angry customer rants due to issues like these can heavily damage your online reputation and lead your potential customers into believing that the post-purchase experience you offer is indeed flawed and deters them from shopping with you.

On the other hand, getting your customer’s delivery experience right is crucial to building a loyal customer base. This is because repeat customers spend 67% more than new customers. And if you’re planning on simply replacing one lost customer with another, keep in mind that acquiring new customers is 5 times more expensive than retaining existing customers.

This is all the more reason to not overlook the post-purchase experience you offer and the need to take control of it to drive success.

These tweets are just the tip of the iceberg. You might face a gazillion more issues during the holiday season.

If you’re looking for a way to easily resolve all these issues, here it is.

The best way to handle post-purchase issues like these tweets is to put maximum effort to make sure that such a situation never arises.

A post-purchase automation platform like LateShipment.com can help you do just that by enabling you to provide superior CX throughout delivery & returns and make sure you drive customer delight. Also, LateShipment.com can help you effortlessly recover refunds for more than 50 shipping errors by carriers.

Thus, without further ado, get set up for post-purchase success this holiday season and beyond.

The post Angry Customer Rants on Twitter for Common Post-purchase Issues appeared first on Lateshipment.com.

14 Holiday Insights for E-commerce in 2022

Sashank Ravindranath — Mon, 08 Aug 2022 14:25:47 +0000

The holiday season is the time when businesses need fresh insights to draw their plans so that they could make the most sales. But, coming up with holiday plans has been an wildride — thanks to recent global events.

E-commerce, particularly shipping and delivery has taken a toll since the 2020 holiday season. First, there was a widespread infection of COVID-19 prompting a surge in online shopping. In the 2021 season and 2022 so far, we’ve seen supply chain disruptions, followed by the geopolitical conflict between Russia and Ukraine.

However, experts are hopeful that things are changing for the better yet we still need to keep an eye out to have a better understanding of how this season might turn out to stay ahead of potential issues.

Here are some critical e-commerce holiday insights such as time-tested predictions and trends to help you do just that.

1. How Will the 2022 Holiday Season Be Different?

1.1. Inflation will pose a problem

The annual inflation rate in the US accelerated to 9.1% as of June 2022, the worst since November of 1981, leading to resources such as oil and gas getting really expensive. However, as of now, there is a considerable decrease in gas prices, compared to a couple of months ago.

On the other hand, the global annual inflation rate is predicted to be around 6% by Christmas, making the holiday season inflation higher than its counterpart in 2021.

1.2. The impact of supply chain disruptions

Adding to the woes of inflation will be the increased odds of holiday gifts arriving late or getting out of stock for the worse. While not severe compared to last year’s holiday season, the supply chain constraints still very much exist and will pose a threat to e-commerce production and deliveries.

Experts are also adding that the efforts taken to improve the supply chain via strategies such as technological and workforce investments will make holiday items expensive as well.

1.3. We will see an extended holiday shopping season

As the holidays near, customers will be looking to start their shopping earlier, even as early as June for their Christmas gifts, to not fall prey to the increased costs and possible shipping delays.

Businesses too would be eager to capitalize on this opportunity and start extending their deals for BFCM (Black Friday – Cyber Monday) for more than a week. Thus, similar to the last two years, we can expect the holiday season to start sooner and go on for a few more days rather than just being single-day slots.

1.4. E-commerce will evolve and dominate the shopping space

E-commerce sales have been rapidly growing for the last couple of years and this time as well, one can see a 15.5% increase over 2021 and reach $236 billion. However, the worry of inflated costs on holiday gifts will lead to shoppers using marketplaces to buy many gifts at once.

Also, the need for convenience will put shoppers to buy their holiday gifts via mobile devices thus predicting mobile commerce sales to grow 20% over 2021 to $115 billion.

1.5. The competition between brands will be higher than ever

With e-commerce and consumer demand constantly on the rise, retail businesses that have not yet jumped on the online bandwagon will now take the opportunity to get started.

This makes it difficult for existing businesses to turn visitors into customers amidst the fierce competition during the holiday battlefield.

1.6. CX will be the key differentiator for holiday success

New marketing strategies such as discounts and offers are cool but remember — a lot of businesses might be doing the same thing thus, making you easily forgettable.

Therefore, if you really want to improve conversions and maximize sales during the peak season, you will have to provide personalized customer experiences that work as a differentiator for your brand. Also, in an experience economy, that is exactly what customers expect from you as well.

To help you get started, here are some ways to prepare your business for the holiday season by making use of Customer Experience (CX) as a competitive advantage.

2. How You Can Prepare for The 2022 Holiday Season

The customer’s journey with your brand consists of touch points between the two of you. From product discovery to post-purchase communication and returns, all touchpoints should be leveraged if you’re looking forward to offering the best possible experience for your customers.

If you are indeed looking to do just that, you need to keep up with these holiday insights in the form of handy trends in different areas of your business.

2.1. Make the website and checkout experience seamless

Despite lower COVID-19 cases and almost entire restrictions lifted, 57% of shoppers still planned to do their shopping online, with only 43% heading in-store in 2021.

If this number increases based on projections, the chances of your online store getting traffic also increase. However, all this opportunity is lost when your website is not optimized to gain or handle the holiday traffic, especially during peak shopping days like BFCM.

Website optimization can improve conversions by 70%.

So, what is that you should be focusing on to make sure that your website visitors convert into customers?

Outdated websites and social media campaigns can lead your customers to question the authenticity of your e-commerce store. Therefore, keep your website and social media pages holiday-aligned with new products and promotions for them to stay relevant.
Boring websites cause customers to drop off and heavily increase bounce rates. To avoid that scenario, produce content that is both educational and engaging. This can encourage visitors to stay long enough to hit that ‘buy’ button.
Slow and sloppy websites can lead to frequent crashing and result in frustrated visitors. So, frequently check and optimize your website’s loading speed and design leads to keep it user-friendly and reduce cart abandonment.

Following the above steps can ensure that you provide customers with a seamless experience and exceed their expectations when it comes to the checkout process.

2.2. Personalize the experience

Marketing campaigns aren’t just for making your customers shop with you for once. You can also use them wisely to increase your satisfaction metrics such as Customer Lifetime Value (CLV or CLTV).

One way to do that is to make sure their experiences with your brand are personalized. Suggesting new products based on your customers’ recent purchases can spur them to spend more with your brand. For more personalized recommendations, you can collect information from them via feedback or ask them to fill out surveys such as questionnaires.

Remember, taking efforts to provide personalized experiences also impresses customers, who are delighted by your level of service to them.

2.3 Explore new ways to fulfill orders

A great customer experience strategy requires a time-tested strategy for multiple shipping and fulfillment options. And one way you can do that is by expanding your sales channels across your website.

Your customers use multiple devices while looking for convenient purchasing. Extend the same convenience for them while reaching out to them where they spend most of their time. P.S. You also get to make more sales this way.

When it comes to selling, try considering multiple sales channels such as marketplaces and social commerce. All you have to do is make sure you have the same level of user experience across these channels.

For fulfilling orders, make sure to explore convenient and customer-friendly ways like BOPIS (Buy Online & Pickup In-Store) and curbside pickups to enable your customers to collect their orders at the earliest without succumbing to delays.

You can also follow the same when it comes to shipping and delivery by offering multiple shipping options ranging from same-day delivery, overnight delivery, 2-day delivery, etc.

Providing your customers a list of options to choose what best suits them rather than putting them in a corner with a lack of choice, assures them of decision-making authority and boosts their confidence to keep shopping with you.

2.4. Be aware of shipping carrier deadlines & possible delays

Check here to see the FedEx holiday operations schedule for 2022 that can help you plan your shipments for the holiday season without succumbing to delays.

Click here to view the UPS holiday schedule that can give you tips for managing your shipping calendar and costs.

Being aware of the various timelines associated with shipping carriers can help you stay a step ahead of possible delays.

Major carriers like FedEx and UPS draw up special holiday-specific calendars each year. These contain important dates during the season as well as the last days for parcels to be handed off to the carrier to be delivered on time for key days like Thanksgiving and Christmas.

Carriers have been following this necessary practice of setting deadlines for shipping because parcel volumes during the Holidays are typically significantly higher than during the rest of the year. In the past few years (and this year) it is bound to be even busier as more people choose online shopping than brick and mortar.

As an e-commerce retailer, you need to keep these deadlines in mind and be prepared to ship out your parcels on time to avoid your customers’ parcels getting delivered late on account of the considerably high volume that shipping carriers deal with at this time of the year. This assures, even in the slightest way, that your customers are not set up for frustration over their holiday gifts getting delayed but instead will have a seamless order delivery experience.

2.5. Give precedence to post-purchase CX

No matter how hard you try, delays are inevitable and can certainly hurt your customers’ happiness when it comes to order deliveries.

Worry not! That’s where the CX efforts you continue to take in the post-purchase phase come in handy.

Some of the best practices to optimize your post-purchase CX are:

Resolving delivery issues such as delays before customer impact
Keeping customers regularly informed of their order status
Increasing customer delight via tracking experiences that are on-brand
Improving delivery experiences by taking customer feedback into consideration
Making your returns process hassle-free, etc

All of this can improve your retention rate and particularly during a time like the Holiday season, can bring in more sales.

2.6. Clearly define & display your return policy & make returns easier

Having a clearly-defined and frictionless returns policy prominently displayed on your website makes your brand seem less risky for shoppers. In fact, the generous returns policy is one of the aspects that makes e-commerce giants like Amazon tick as a business.

Tailor your returns policy in a way that best suits your customers’ experiences as well as your business’ interests. For example, being too strict with your returns can repel customers from shopping with you a second time due to a lack of convenience.

At the same time, being too lenient can encourage unwanted and fraudulent returns that can be expensive for your business. Therefore, the best ploy would be to keep it balanced when it comes to the time window as well as the product condition.

Also, make returns easier for your customers, who already are not happy with returning a holiday gift that they longed for. You can do just that by making returns initiation frictionless via self-serve methods and keeping customers in the loop of their returns effortlessly.

2.7. Empower your customer-support executives

Regularly tending to customer queries such as delivery issues or WISMO inquiries takes up all of your support reps’ time thus, preventing them from tending to other important queries that can turn out costly for your business.

On the other hand, empowering your support reps to stay in the know of your customer’s parcels which are error-prone, and proactively resolving them before they impact your customer saves your reps’ time and also helps you forge strong relationships with your customer.

You can also provide omnichannel support on your website, social media, etc to avoid issues being escalated and reduce the number of support tickets being created.

2.8. Update your tracking pages with relevant campaigns

Beautiful-looking product pages with relevant holiday content set the customer on the path towards making that purchasing decision. So why not try the same strategy to target repeat shoppers?

Make your tracking experience more than just transactional by having personalized product recommendations for every customer and further encourage them by giving them special offers such as discounts on their upcoming purchase.

Customers engaged via tracking pages and delivery-related notifications have drastically reduced anxiety levels and would be glad to shop with you again given the experience you’ve provided them. Such personalized ads can truly ace the motivating factor and double your chances of driving repeat sales.

Implementing all of these might seem too much to do right before the holiday season. But trust me, they’re not.

These holiday insights set to provide the best possible experience for your customers can ultimately help you in making more sales, especially in an environment where your CX can work as a differentiator for your brand.

3. How LateShipment.com Can Help

LateShipment.com’s post-purchase suite, helps you focus on the post-purchase touchpoints of the customer journey and boost retention and lifetime value through memorable delivery and returns experiences this Holiday season, all while improving carrier performances and reducing shipping costs by up to 20%.

Our feature-packed Delivery Experience Management platform helps improve shipment visibility and drive customer delight post-purchase.
Our customer-first Returns Experience Management platform makes returns effortless and efficient — all while retaining revenue.
Our Automated Parcel Audit and Shipping Refunds solution recovers dollars in the refund claims and enables you to make data-backed shipping choices.

LateShipment.com also seamlessly integrates with over 600 shipping carriers and business tools that include E-commerce platforms, Order Management Systems, CRM, and Marketing Automation tools to help you craft delightful post-purchase experiences, at scale.

Consider trying out LateShipment.com as well as these trends and let us know how well things worked out for you. Have any other trends that you would like to share with fellow e-commerce retailers? Let us know in the comments.

The post 14 Holiday Insights for E-commerce in 2022 appeared first on Lateshipment.com.

10 Ways to Turn a Holiday Shopper into a Lifetime Customer

Sashank Ravindranath — Fri, 29 Jul 2022 13:47:04 +0000

Did you know that the chances of you doing business with a shopper is close to 4x more during the holiday season than on regular days?

That means, the holidays are the perfect time for you to make a strong impact on prospective customers and increase sales. But think about this, what if you could do more than just finishing a sale? What if you could improve your retention rates and turn a one-time holiday shopper into a lifetime customer?

Running an online business, you must already be aware of the impact of retention on your profit margins but let me reiterate the fact that increasing retention rates by just 5% can increase your profits by 25-95%.

One of the best ways to retain your customers is to offer them a great customer experience. This can ensure they will be coming back as regular customers, even after holiday sales. However, it is not as easy as it looks. This is because your CX efforts are often hindered by the existing post-purchase gap. And can turn out worse during busy times like the holiday season.

Post-purchase CX Challenges That Can Deter Holiday Shoppers

The control of customer experiences is strong with you until you direct all efforts to make your customers hit ‘buy’. But what happens beyond the buy button?

All of this can lead to severe issues for your business in the form of:

10% of all parcels shipped are either delayed, lost, or damaged
Customers blame and penalize the brand they shop from and NOT the shipping carriers for delivery failures
1-in-3 consumers will switch to a competitor after just ONE bad post-purchase experience with a brand
> 40% of all customer support tickets created are either shipping, delivery, or returns related.

Taking measures to close this post-purchase CX gap will ensure a positive impact on your customers’ lifetime value and the retention rate of your business. Here are the following ways you can adopt to improve your post-purchase CX and turn a one-time holiday shopper into a lifetime customer.

10 Post-purchase Strategies to Turn a Holiday Shopper into a Lifetime Customers

1. Optimize delivery experiences

1.1 Proactively identify and resolve delivery-related issues

Order deliveries during busy times like the holiday season are highly error-prone. Therefore, start monitoring your in-transit parcels in real-time and stay in the know about parcels facing delivery issues. This ensures proactive and faster resolution of delivery-related customer issues and ergo, sets the stage for your holiday shopper to enjoy a great post-purchase experience.

1.2 Reduce customer anxiety with automated shipping notifications

Customers are always anxious regarding their parcel status. This is only worsened during the holiday season. Use this opportunity to turn the tide in your favor and effectively engage with your customers throughout the order delivery lifecycle. Keeping your holiday shoppers informed via timely email and SMS alerts about their delivery status helps you reduce their anxiety levels and revives their trust in your brand.

1.3 Make order tracking self-serve to reduce delivery-related support tickets

Significantly reduce time-consuming (and expensive!) ticket volume raised by anxious holiday shoppers. Enable self-serve order tracking for your holiday shoppers directly from within your website or app. Your support reps will now have time to focus on more pressing issues that could hurt customer satisfaction. Your support reps can also give you a hand on product usage guidance or boosting sales via upselling.

1.4 Offer custom-built branded tracking experiences

To ensure seamless brand experiences in the order delivery phase, start taking complete control over every customer interaction. Offer brand consistent order tracking pages over the dull and off-brand tracking pages provided by the shipping carrier. Such beautiful and branded tracking experiences drive customer delight and keep your brand on the top of the supposedly one-time holiday shopper’s mind.

1.5 Leverage order tracking moments to increase sales and reduce unwanted returns

Make the tracking experience more than just transactional. Run post-purchase marketing campaigns on order tracking pages and double your chances of driving repeat sales. You can also consider featuring relevant product usage information and support channels to reduce the burden of unwanted returns for both holiday shoppers and yourself.

1.6 Get customer feedback around delivery experiences

Capture customer feedback after every order delivery to know how your holiday shoppers feel about their delivery experiences. This can help you understand the detractors of a great CX and make necessary changes to perfect your post-purchase strategy. Also, using this data to consistently direct efforts to improve your CX largely promotes brand credibility.

2. Enhance your returns process to make it hassle-free

2.1 Offer easy-to-initiate returns

The first step to hassle-free returns is to be transparent and establish trust with a clear returns policy. The best ploy is to keep it balanced between being holiday shopper-friendly and meeting your objectives. You can extend your customers’ confidence to keep shopping with you by making returns effortless via fast and easy initiation.

2.2 Communicate throughout every step of the returns process

Similar to deliveries, send proactive updates on returns requests, via automated status notifications and a live returns tracking page. This eliminates customer anxiety and keeps holiday shoppers in the loop of their returns effortlessly.

2.3 Reduce returns by encouraging repeat purchases

70% of all returns are size and fit related — meaning you don’t have to give your holiday shopper a refund for almost three-fourths of returns initiated by them. Get smart by incentivizing customers to opt for exchanges and store credit options rather than refunds. Encouraging your customers to shop with you again instead of cutting them off with refunds helps you retain both holiday shoppers and the revenue they bring in.

3. Keep a close watch on delivery issues

Make sure your deliveries are on-time by keeping a close watch on possible issues during the holiday season. This can help you captivate a regular holiday shopper to spend more with your business in the coming days by reducing their frustrations. Also, this data at hand works as a bonus in evaluating your carriers’ performance and making informed shipping decisions, which can ultimately lead to lower shipping costs during the already expensive holiday season.

Implementing these ways might seem too much to do right before the holiday season. But trust me, they’re not. Delivering these stunning post-purchase experiences for your shoppers ultimately helps you strengthen customer relationships and foster brand loyalty.

And if you’re looking to be an early bird and get this all done even before the holiday shopping season arrives, here comes an all-in-one platform built to deliver phenomenal post-purchase CX and measurable results.

Provide CX Excellence Beyond the Buy Button with Lateshipment.Com

Our feature-packed Delivery Experience Management platform helps improve shipment visibility and drive customer delight post-purchase.
Our customer-first Returns Experience Management platform makes returns effortless and efficient — all while retaining revenue.
Our Automated Parcel Audit and Shipping Refunds solution recovers dollars in the refund claims and enables you to make data-backed shipping choices.

Bottom Line

Holidays are the time of the year when companies try to maximize their profits from one-time shoppers and gain loyal customers for the rest of the following year. If you play your cards well with your post-purchase at this time, you will be able to increase the satisfaction of your customers and keep them happy with every order.

Which of these ways are you looking forward to implementing for your own online business to turn a holiday shopper into a lifetime customer? Let us know in the comments section!

Meanwhile, feel free to check out LateShipment.com or write to us at sales@lateshipment.com

The post 10 Ways to Turn a Holiday Shopper into a Lifetime Customer appeared first on Lateshipment.com.

How to Avoid Delivery Delays During the Holiday Season

Ian — Fri, 10 Dec 2021 08:21:59 +0000

The world of eCommerce experienced a new phenomenon caused by COVID-19. The holiday season further adds more challenges to it in the form of sudden increase in online orders, shortage of in-stock items, and delivery delays.

Shipping carriers such as UPS and FedEx, have learned from experience and are preparing for the increased load. But they aren’t the only ones who should be taking measures to prevent delivery delays. It is the hands of eCommerce retailers as well.

Let’s delve in deeper and find out what causes delivery delays and how to avoid them when shipping overseas.

Impact of Delivery Delays

To some extent, delivery delays are inevitable when sending a package to a faraway destination. They are more likely to happen if you’re delivering gifts to a different continent as in the case of shipping to Europe from the USA. But it doesn’t mean that you shouldn’t strive to prevent them.

Delivery delays cost a lot in the long run. They deal a blow to the reputation of the retailer.

Customers are less willing to buy from the same shop if they have experienced shipping delays. The negative feedback also makes it harder to attract new clients.

Not to mention extra costs. They might add up when you have to compensate the customer for a late package. You may also need to deal with cancellations or returns because the parcel took too long to arrive.

How to Avoid Delivery Delays

While some of the factors that impact package delivery, such as weather conditions and global events, are beyond human control, you can still take measures to minimize the risks. Here’s what you can do before the holiday season surges.

Adjust delivery expectations

The best way to deal with customer dissatisfaction over delivery delays is to establish realistic delivery expectations. Don’t wait till the peak of the holiday season. Start preparing your customers in advance.

You can put a banner on your website with the delivery times for the holiday season, especially for international shipping.

The key is to kindly inform and encourage the customer to order sooner to ensure that the goods are delivered on time for holidays.

Some of the international shipping companies, such as FedEx and UPS, have already posted their holiday season shipping schedules. You can follow their example and inform your customers beforehand.

Use multiple carriers

It’s comfortable to work with the same international shipping company that has delivered your packages for a long time. But when the holiday season arrives, your usual carrier might be overwhelmed with the increased volume of parcels. It’s a good idea to partner with more international parcel service providers to ensure that all your packages are handled on time.

If you’re shipping to Russia or Eastern Europe in general, consider partnering with a shipping company that specializes in delivering packages in this region. You can also cooperate with local delivery experts to take some load off your main carrier. Try to ensure several ways of transporting your goods to the client.

Track your packages

International package tracking has several benefits. It’s good for both the client and the retailer. The customer will feel more relaxed with the possibility to check on the parcel from time to time.

You, as the seller, can also take advantage of parcel tracking. You can observe where the packages are being held up and take action in advance.

Proper package tracking can even lessen the burden on customer support. Some clients might not be in a hurry to send inquiries about late packages if they can see at which point of the delivery chain their goods are delayed.

Prepare in advance

The holiday season comes every year at the same time. It’s very convenient because you can anticipate the increase in demand and make preparations beforehand. It’s best to learn from past experiences.

Analyze the most common causes of delivery delays from your personal experience. Try to identify the issues and fix them. Or have a solution ready, if they reappear this holiday season.

Take control of your delivery management

It may be difficult to control everything when shipping overseas during the holiday season. But you don’t have to do this alone. Consider crafting delightful delivery experiences with a post-purchase solution such as LateShipment.com

Delivery experiences from end to end consists of different aspects such as:

Enabling your customers to track their orders in real-time
Resolving delivery delays even before they happen
Delighting your customers with branded tracking pages
Engaging with your customers via automated and customized shipping transactional notifications
Collecting customer feedback to know how their delivery experiences fared.

Apart from all these aspects, an important factor i.e always overlooked while choosing a carrier is their delivery performance. Especially during times of high volume such as the holiday season or the pandemic period, shipping carriers have been known to have struggled to deliver on time amidst supply chain limitations.

Check out LateShipment.com’s ‘2021 State of Holiday Shipping in the US’ – an unbiased trend analysis and forecast report for UPS and FedEx from an on-time delivery performance standpoint in retail parcel shipping.

The post How to Avoid Delivery Delays During the Holiday Season appeared first on Lateshipment.com.

2021 State of Holiday Shipping in the US

Sashank Ravindranath — Sun, 05 Dec 2021 07:27:21 +0000

The pandemic has largely disrupted holiday shipping in 2021, with a surge in online purchases, record shipping costs, port congestion, and inventory shortage.

Not to forget, the heavy weightage that has fallen on the operational efficiency of shipping carriers, raising concerns over their package-handling capacity and their ability to meet on-time delivery promises. Indeed, you can anticipate your customers to meet with stockouts and longer delivery timelines from all carriers this Holiday season.

FedEx Corp. is forecasting a 10% increase in holiday package deliveries over the previous record peak season in 2020 while UPS is also taking efforts like hiring 10,000 seasonal workers.

While carriers who are well aware of this demand, are responding with more fulfillment and distribution capacity besides hiring temporary workforce. They are also levying additional surcharges to meet the demands of delivering residential packages amid volume surges.

Before you start worrying over skyrocketing shipping bills, know that navigating through the holiday shipping season with mitigated damage from delays can help you save on shipping costs!

We at LateShipment.com have crafted our 4th annual report, which gives you detailed unbiased insights on delivery performances and expected delay rates during the 2021 holiday shipping season. This can give you a headstart in your process towards making data-backed decisions to optimize their supply chain during the critical Holiday season and beyond.

Let’s take a deep dive into it.

An Analysis of Shipping Performance by FedEx and UPS in 2021 Right Before the Holiday Season

The following section is the result of a trend analysis conducted on packages shipped during the 2021 Regular Operating Period (Jan 1 – Oct 31). You will find a detailed breakdown of package delays by UPS and FedEx across key States, Cities, Service-types, and Retail Categories in the United States.

In 2021, parcels shipped through FedEx witnessed Holiday-shipping- season-like delays while UPS performed considerably better than in 2020.

States, cities, and regions

States

During the regular operating period of 2021, UPS Packages shipped to Texas faced the most delays with 10.3% of packages delivered late. While 15.34% of packages shipped to Illinois via FedEx faced the most delays.

Cities

When it comes to cities, packages shipped through UPS to Houston faced the most delays at 8.9%, followed by New York at 8.24% and Los Angeles at 7.7%.
Among key cities, packages shipped to Miami, Chicago, and Houston through FedEx faced delay rates of 13.8%, 13.6%, and 13.5% respectively.

Regions

Among the West Coast – Holiday packages shipped to the State of Washington through UPS faced the most delays at 13.64%. And packages shipped to Oregon through FedEx faced the most delays at 25.66% followed closely by Washington at 23%.
In the Central Region – packages shipped to Arkansas and Louisiana through UPS recorded the highest package delay rate at 10.49% and 9.27%. And packages shipped to Louisiana and Arkansas through FedEx faced high delay rates of 25.65% and 25.48% respectively.
Amid the East Coast – states in the US that witnessed the most package delays were South Carolina for UPS, recording a delay rate of 8.2%. And Maine for FedEx with 19.88% followed closely by Georgia at 19.19%.

Service types

UPS Ground Services recorded a delay rate of 10.36%.
FedEx Ground services faced a package delay rate of very similar to the 2020 Holiday shipping season at 19%.
UPS Express Services – 9.9% of packages shipped through Next Day Air service were delayed.
FedEx Express Services – 14.6% of packages shipped through 2 Day service were delayed.

Retail categories

In the 2021 Holiday shipping period, the Electronics category saw a delay rate of 14.44%, while the Sports and Health, and Fitness categories witnessed package delay rates of 10.5% and 10.7% respectively with UPS.
When it comes to FedEx, the Jewelry category observed a delay rate of 14.4% while the Sports and Apparel categories witnessed package delay rates of 13% and 11.3% respectively.

With all our findings in the regular operating period of 2021, we have forecasted the on-time delivery performances of FedEx and UPS in the Holiday shipping period. This can help e-commerce retailers such as yourself stay aware of possible delays with the busy season to come.

Holiday Shipping 2021 Predictions, Trends & Insights

Holiday retail sales are likely to increase between 7% and 9% and E-commerce sales particularly will grow by 11-15%, YoY, during the 2021-holiday season. – Deloitte

With an unprecedented surge in online orders during the Holiday season, along with freight constraints, warehouse capacity issues, and insufficient workers, there would be an immense strain on shipping carriers to ensure timely delivery of Holiday orders.

Retailers and shoppers alike should brace themselves to face delays due to shipping network congestion, labor shortage, and COVID-19 outbreaks in some parts. There will also be stock availability issues.

Average package delay rates during the 2021 holiday shipping season to be between the range of 16% to 20%.

UPS’ on-time delivery performance will be 2x better than FedEx (based on their 12-month track record) during the 2021 Holiday season
Densely populated urban cities like New York, Los Angeles, Chicago, etc. to face record package delays, even as high as 25% to 30% during the 2021 Holidays.
Popular e-commerce service types, Ground and Express services offered by both UPS and FedEx will remain affected, resulting in delivery delays irrespective of the service type consumers choose for their Holiday orders.
With unusually high congestion affecting every type of transportation network, both air and ground shipments are expected to face significant delivery delays.
Expensive and fast services did not really matter! 25.2% of FedEx Overnight shipments and 11.2% of UPS Next Day Air were delayed during the 2020 Holiday season.

Delays are expected to be more than the previous years due to the added burden of the ongoing supply chain disruptions. If you’re looking to be one of those retailers who are looking to win, you will need to take measures to mitigate the impact of delivery delays on customer experience and loyalty.

Let’s see how you can do just that.

How E-commerce Retailers Can Prepare Themselves to Counter Delays in the Holiday Shipping Season 2021

The surge in online orders will see retailers and shipping carriers grappling to meet customer expectations around frictionless shipping, delivery, and returns experiences.

The shift to e-commerce is here to stay but a negative order delivery experience will have a long-lasting impact on your relationship with customers; making post-purchase customer experience (CX) key to your business’s success during this Holiday season and beyond.

But why is post-purchase CX so imperative?

The post-purchase CX mandate

Focusing on your post-purchase CX strategy is critical because it helps you:

Establish trust and buyer confidence with clear shipping and returns policy, thereby fostering loyalty
Improve customer satisfaction and increase loyalty by proactively resolving delivery issues
Reduce customer anxiety by meaningfully engaging with customers during the “Order Delivery” phase
Drive customer delight post-checkout with memorable, on-brand tracking experiences
Boost revenue from repeat purchases by leveraging your customers’ order tracking moments
Increase conversion, repeat purchase rate, and retain revenue by optimizing product returns on your store

As evident here, numerous benefits emanate from a well-thought-through post-purchase customer experience strategy for your online retail business. It’s time to move on to the next part — HOW to optimize the post-purchase CX?

Here’s how.

7 Strategies to Ensure Post-purchase CX Success

Taking measures to close the post-purchase CX gap and provide customers with a frictionless delivery experience can cement you as their preferred brand.

Adopting the following ways to improve your post-purchase CX will ensure a positive impact on both your customers’ lifetime value and the retention rate of your business.

1. Proactively identify and resolve delivery-related issues

Third-party shipping services are highly error-prone. Monitoring your in-transit parcels in real-time and being in the know about parcels facing delivery issues will ensure proactive and faster resolution of delivery-related customer issues.

2. Reduce customer anxiety with automated shipping notifications

Effectively engaging with your customers throughout the order delivery lifecycle will strengthen customer relationships and foster brand loyalty. With timely email and SMS alerts, keep customers informed about their order delivery status, including critical delivery issues.

3. Offer custom-built branded tracking experiences on your online store

To ensure seamless brand experiences, every customer interaction should be owned by the brand. Default order tracking pages provided by shipping carriers are dull and off-brand. Providing brand consistent order tracking pages on your store drives customer delight and increases brand loyalty.

4. Make order tracking self-service to reduce delivery-related support tickets

Over 30% of customer support tickets created are shipping-related, with most tickets being WISMO (Where Is My Order) inquiries. Addressing such tickets can be both time-consuming and expensive. Enable your customers to track their orders from within your website or app to significantly reduce customer support inquiries.

5. Leverage order tracking moments to increase sales and reduce returns

On average, customers track their orders 6 to 8 times before order delivery, that’s 6-8 additional marketing touchpoints with customers post-checkout. Boost repeat sales with product recommendations on order tracking pages, besides providing relevant product usage information to reduce returns.

6. Get customer feedback around order delivery experiences

Capture customer feedback around their delivery experiences after every order delivery to understand the detractors of a great post-purchase experience and make necessary changes to improve.

7. Optimize your returns process to make it hassle-free while maintaining profitability

Be transparent and establish trust with a clear returns policy. Make product returns effortless for your customers while providing return methods that encourage exchanges and store credit options to ensure revenue retention.

Implementing all of these strategies just as the holiday shipping season arrives won’t take long. You can make use of a post-purchase solution such as LateShipment.com to do the heavy lifting for you.

How Lateshipment.Com Can Help

Our feature-packed Delivery Experience Management platform helps improve shipment visibility and drive customer delight post-purchase.

Our customer-first Returns Experience Management platform makes returns effortless and efficient — all while retaining revenue.

Our Automated Shipping Refunds solution brings better performance accountability to shipping carrier services by recovering millions of dollars in refund claims.

LateShipment.com seamlessly integrates with over 600 shipping carriers and business tools that include E-commerce platforms, Order Management Systems, CRM, and Marketing Automation tools to help you craft delightful post-purchase experiences, at scale.

Visit www.lateshipment.com to find out more.

The post 2021 State of Holiday Shipping in the US appeared first on Lateshipment.com.

6 Tips to Prepare Your Dropshipping Business for the Holiday Season Surge

Ian — Fri, 13 Aug 2021 12:44:43 +0000

The holiday season is right around the corner, and apart from candied days, happy moments, lots of festive food, and there’s a high demand for gifts. This means a huge opportunity for your dropshipping store to cross your sales target and break your revenue records.

In 2020, the holiday season eCommerce sales in the US are projected to be $135 billion.

This shows how holiday season purchases still hold immense value despite the pandemic and can be a game-changer for your dropshipping store.

Dropshipping is gaining momentum and slowly becoming a more preferred choice than traditional eCommerce businesses as it helps businesses profit by selling products online without managing inventory on their own.

Combine it with the holiday madness, and you’ve got yourself a perfect strategy to double your revenue and to take your dropshipping store to the next level.

But, before we get into our toolkit to prepare your dropshipping business for the holiday season, let’s understand what dropshipping is and why exactly you should invest in it, now more than ever.

What is dropshipping?

Dropshipping is a method to fulfill orders by listing products online and passing them to a third-party supplier responsible for shipping them to the customers.

This business model does not require the store owner to keep a stock of the products but rather get involved in other aspects like management, customer service, and store maintenance.

While we’re talking about dropshipping, it’s safe to say it’s not a get-rich-quick-scheme.

It may look like a great way to make recurring money as you’re just listing and selling products. But, you still need to put in a lot of work in creating a properly functioning store, marketing it, taking care of listings, and customer service, above all.

But if you have a solid dropshipping strategy, it can take off your business profits massively.

Before you start dropshipping, it’s best to know some pros and cons:

Pros of dropshipping

Great source for building a passive income: Once you’ve listed the products, started marketing them, and have organized your processes to work on auto-pilot—you can earn money with little to zero further effort as orders will be placed and fulfilled automatically.
No inventory management worries: Since a supplier takes care of inventory and shipping, you can focus on marketing your store and getting more visitors to your website: more visitors, more sales, more profits.
Low overhead costs: You don’t have to maintain a brick-and-mortar shop or a warehouse for your products. There’s also no need to hire a full-fledged team to manage the store; you can hire a few freelancers on a project basis—and this way, you won’t have many overhead costs.
Lots of scope for experimentation: When you’re the supplier and seller, you need to take care of launching a new product line, but with dropshipping, you can introduce a whole line and if it doesn’t take off, simply remove it from your store. Since you’re not buying wholesale or committing to someone, you can experiment with different products and see what gets you sales.

Cons of dropshipping

Lots of competition: Dropshipping requires low capital investment initially, making it an easy entry point for anyone who wants to start a store
Low-profit margins: There’s only so much you can make by selling third-party products, and the expenses of creating and managing a store along with advertising hardly allow high profits
Minimal control over products: Since you’re just coordinating the efforts, and the supplier is sending the products to your customers, you hardly get to see the product condition or packaging. This gives you little to no control over the quality, which significantly impacts customer loyalty and store reputation
Hard to build your brand: When customers receive the product, they only care about the product, and not the shopping experience since you’re just the messenger. This makes it difficult to build retention for your business and build a sustainable brand for it.

6 top tips to prepare your dropshipping store for the Holiday season

Now that you’ve understood dropshipping from its roots, it’s time to understand how to prep your store for the holiday season. Consumers wait for festive sales because just for the gifts and discounts, hence the surge would be high during these times. This means your store needs to be ready to accommodate a high amount of visitors, checkouts, payments, and orders.

So, let’s fail-proof your dropshipping store and set it up for ongoing purchases for the holiday season with these 6 preparation tips:

1. Talk to your suppliers in advance

Managing the status of your inventory will possibly be the most difficult yet important aspect to handle. Suppose you suddenly start getting a massive number of orders, and your supplier is not prepared for it, you could end up losing customers, or worse, providing a bad customer experience.

Delays in orders, unavailability of a product even if listed on the store, poor packaging owing to order influx are some ways things could go wrong. So, the first step you should take to prepare your store is to have a conversation with your suppliers.

Quite often, dropshipping stores work with multiple suppliers, which makes this step even more crucial. Talk to them about how much they can accommodate and set up a process for the organization.

For example, you could use Google sheets to manage inventory and add them or hire a virtual assistant or intern to help manage the process.

This should be done weeks before the holiday season begins, so you have a clear understanding of what needs to be taken care of and a fallback plan if anything goes wrong.

2. Review your policies

You cannot have your standard store policies running during the holiday season if you don’t want to exhaust your operation on sorting out exchanges, returns, and other order issues.

To avoid the hassle, clearly state store policies telling users how to proceed with refunds and returns during sales. Not only will this ensure consumers are informed about your policies, but it will also instill trust in your store and shows you are committed to an excellent customer experience.

Here’s what you should clarify during the holiday season:

Returns and refunds

Many stores don’t offer returns or refunds during holiday sales.

This is because these products are already discounted, and engaging in returns or refunds can get expensive given the shipping and logistics involved. However, if you still want to offer them, ensure transparency on timelines and processes.

Shipping and taxes

Ask your suppliers if their method can handle surge orders and how much time it would take to ship and deliver them. It would be best to keep a buffer time.

For example, if you generally ship orders in 24 hours, mention you’ll ship in 48 hours. This way, the supplier would have enough time to accommodate the surge.

Similarly, be transparent about the shipping costs, and check with the supplier if the earlier rates can continue to stay or if you need to revise them.

3. Develop an advertising plan and budget

You’ll indeed see loyal customers buying from you during holidays, but you’ll also acquire many new customers. To maximize the results of your efforts, it’s best to prepare an advertising plan and budget before the season kicks in.

91% of consumers are more likely to shop with brands and stores that provide relevant offers and recommendations—which makes advertising crucial.

Before you lay out your plan, it’s essential to assess your most profitable channels. Understand where you get the most customers from—organic search, paid social media promotions, email marketing, and social media channels.

The holiday season is not the time to experiment and invest in new advertising channels. Instead, you need to double down on methods that have worked best for you in the past and optimize them for better results.

Here are some steps you can take to do this:

After assessing your advertising channels, create and allocate a budget to different channels
Create an advertising strategy that allows you to prioritize channels as per past traffic and conversions
Hire a team or assign tasks to an existing team of full-time employees or freelancers so you can put your strategy into motion
Set Key Performance Indicators (KPIs) to measure the effectiveness of your efforts like traffic, sources, conversions, channels, clicks, etc
Create great content, and use a solid social media strategy to build buzz around your sale and store.
Use innovative strategies like contests and giveaways, partnering with influencers, and creating a loyalty program so you can promote your holiday sale in the best manner.

Get your advertising strategy in motion well ahead of the holidays. This would provide you with time to create awareness around your store.

Once you launch your deals, people would come in for the familiarity and purchase.

4. Plan your holiday site theme

Holiday sales are not just about listing products at slashed prices on the website. It’s also about creating a memorable store experience for the consumers, so they’re pulled towards making a purchase and referring them to their friends.

Refreshing your website with a holiday theme is one of the best ways to show your store is ready to bring in some festive cheer. If it’s Christmas, customize your store with candy canes, snow trees, and red and white colors to help customers relate to the holiday. Such personalized experiences can go a long way in building customer retention.

In addition to the theme, you can also festively stack your products or bump up those related to the holiday like streaming devices, loaf pans, candles, new dining sheets, and winter clothing for Thanksgiving.

You can also use data from your previous sales and festive store surges to study customer behavior and see how you should optimize and organize the store for more sales.

5. Learn about your top-selling products

Not all products sell the same, and if you can identify and bump up your top-selling products, you could end up making higher sales.

More than offering a range of products, curating and positioning your best-selling products will help you drive more conversions and make the consumers curious to explore your store further.

To discover these products, here’s what you can do:

Study customer purchase history for the past 9-12 months and pick the products with the highest sales. Identify if the product would be relevant during the holiday season, and include it accordingly.
Analyze your previous holiday season purchase history, and cherry-pick those products which sold like crazy. Consider bringing them in again or including an upgrade to those products to push sales.

Once you’ve made a list of your top-selling products, you can position them strategically throughout the website and run promotions on them to attract more people.

Alternatively, you can also study Google trends, communities, and industry reports to understand potential best-selling products that you can also get supplied and listed on your dropshipping store.

6. Conduct a load test to handle the traffic surge

The holiday season can put a lot of pressure on your website regarding increased site visitors, fast checkouts, overburdened servers, and glitches in third-party integrations.

This can show errors to your customers or lead to a slow load time, among other issues which can severely impact their shopping experience, and thus your sales.

The best way to avoid this is to conduct a load test to ensure your site servers have enough capacity to handle sudden spikes in traffic

This will allow you to assess how your website will react to traffic surges and give you an idea of the potential bugs that can cause problems. You can use load testing tools like JMeter and LoadView to help you out with it.

Once you identify issues after running the load test, you can make improvements and optimizations to create a seamless shopping experience for your customers.

Wrapping up

The holiday season offers massive scope for eCommerce stores to ramp up their profits. With dropshipping, you can take it even further with innovative marketing strategies, sales promotion tactics, website optimization, and product experimentation.

Unlike regular eCommerce store owners, you don’t have to worry about the products so that you can optimize the store and overall experience for more sales.

Focus on personalizing the shopping experience for your customers with holiday themes and promotions, which can pull them in further for making purchases.

You can turn the holiday season into a highly profitable quarter for your dropshipping business, but only if you are prepared for it. Use this article as a checklist to prepare your store for the festive surge, and get ready to welcome happy shoppers!

This is a guest post by Hazel Raoult

Hazel Raoult is a freelance marketing writer and works with PRmention. She has 6+ years of experience in writing about business, entrepreneurship, marketing, and all things SaaS. Hazel loves to split her time between writing, editing, and hanging out with her family.

The post 6 Tips to Prepare Your Dropshipping Business for the Holiday Season Surge appeared first on Lateshipment.com.

Happy Thanksgiving 2019 from LateShipment.com!

Ian — Thu, 28 Nov 2019 13:35:37 +0000

Why a Delivery Experience Management (DEM) suite?

Despite considerably expanding our reach on the refunds front to 40+ shipping carriers, something that had always bothered us was the fact that even a successful refund claim still represented a poor delivery experience for an end customer, which in turn affects customer loyalty and brand reputation. To address this, the last year was all about building out LateShipment.com Pulse (now upgraded to our “Delivery Experience Management” suite). This provided us the ability to not only track shipments in real-time but also predict and inform support teams about delivery issues with shipments in transit.

While we were wildly happy with the positive impact LateShipment.com Pulse was able to make on customer loyalty, reorder rates, and net promoter scores for some businesses, we were still seeing reluctance from others to invest time and resources to tackle post-purchase issues despite the data and insights LateShipment.com Pulse was able to provide.

Only then did we realize it wasn’t enough to inform our customers about the issues their packages were facing but rather go all the way and provide them a platform that enabled them to effortlessly tackle delivery issues and failures before customer impact. This realization sparked more than a year of work to create an entirely new product category: A Delivery Experience Management platform.

With delivery experience management, LateShipment.com becomes uniquely capable of integrating with 100+ technology tools businesses already use. We use these integrations to collect every possible scrap of information about shipments. Information like what’s been ordered, who ordered it, where it is now, when it is supposed to reach the customer, and so on.

All this data combined with monitoring individual shipments across every moment in transit enables us to do more than just provide information about delivery errors in real-time. It lets us take responsibility for catching the attention of your support teams on the Helpdesk and CRM platforms they already use, send automated alerts and updates to your customers, and provide brand-consistent engagement and tracking experiences. We also enable you to collect delivery feedback and measure delivery satisfaction, identify areas of concern, suggest key improvements to your shipping decisions, and help you isolate and monitor high-value shipments and deliveries to key customers.

In the simplest of words, actionable data combined with seamless and precise control over every aspect of your customer’s post-purchase experience to keep them coming back for more is what we offer you!

The post Happy Thanksgiving 2019 from LateShipment.com! appeared first on Lateshipment.com.

Know Why Your Christmas Packages Will Be Late. Hint: Santa Isn’t To Be Blamed

Joelah James — Thu, 20 Dec 2018 09:32:11 +0000

Are all your Christmas packages shipped out?

Wait a minute…

What about all those last minute buyers who are still browsing your site? Them that frantically try to pick a present for the relative they forgot about till now.

Or if you’re one of those last minute people reading this, yes, you certainly should panic a little. Especially if you had forgotten and speed ordered your kid’s present. Grab your boots. Physical shopping ain’t that bad.

Christmas is less than a week away, and packages meant for the occasion need to get there on time. No matter what.

On going through the data accumulated since the beginning of this holiday season, we realised there were specific areas bound to experience more delays than the rest.

Areas where delivery congestions were happening more often than not.

What if your business was shipping to that area in the last minute? Then your package is definitely not reaching the customer on time.

That’s where data comes handy. What you’ll find below are a categorized list of areas that have consistently faced delays or other delivery exceptions since the holiday season began (November 26, 2018- December 20, 2018).

If you’re shipping out to any of these areas, then you better be on the lookout. Your package may not make it to its destination on time.

State of delivery delays in specific states

So which states are hotspots for the most number of delays? Where would you need to carefully monitor your packages?

Of all the states in the US, the following have witnessed the most number of delays for FedEx shipments.

As you can see, states like New York, North Carolina, Georgia, Wisconsin, Utah, Massachusetts and Maryland sported the highest recorded number of delays ranging from 10%-12%.

For UPS shipments, the following states saw a high rate of delays.

With UPS, the highest delay percentage ranged from 7% to 9%, which shows a noticeably better performance that FedEx so far. States with the highest number of delays include Indiana, Pennsylvania, New York, Maryland, Virginia, Tennessee and Florida.

States like New York, Maryland, Pennsylvania and Georgia have faced a considerable number of delays with both FedEx and UPS shipments.

On close inspection, you can see how a majority of these states are densely populated.

Cities with close calls

Let’s get down to cities.

Where would you have to guard your package and keep replacements ready for high risk zones?

Here’s the top seven you need to watch out for.

Looking at specific cities, Miami, Los Angeles and Denver faced the most number of delays at 8-9% while shipping with UPS.

Other cities with a high percentage of delays include New York (8.05%), San Francisco (7.91%), Dallas (7.82%), Brooklyn (7.19%) and Philadelphia (7.03%).

For FedEx shipments, the cities with markedly higher delay rates include Washington, Salt Lake City and New York with delay percentages of 11%.

Other cities that saw a high rate of delays for FedEx shipments include Los Angeles (10.88%), Cincinnati (10%), Miami (9.67%), Portland (9.06%) and Seattle (8.36%).

As of now, UPS seems to be on the fast track this holiday season, delivering better performance than FedEx in most parts of the US.

If you would like more insight on understanding and overcoming delivery congestions this holiday season, you can read here.

For more predictions on holiday specific shipping, here you go.

In case your current shipping strategy is more of a pain than a well oiled machine, we’ve got you covered on that front too.

Retailers and shoppers alike need to be aware of these areas that face high congestions during Christmas time so that nobody gets disappointed when a package doesn’t turn up.

Go on ahead and make alternate arrangements well in advance folks!

May the force be with your package.

The post Know Why Your Christmas Packages Will Be Late. Hint: Santa Isn’t To Be Blamed appeared first on Lateshipment.com.