Insight and experience sharing on delivery and returns expectations. From the importance of communicating policies across the user journey, to making returns easy and relevant to the customer’s locale.
FEATURING EXPERT INSIGHT
‘Communicating delivery and returns throughout the user journey‘ – Claire Muir, Seko
‘Lifting cross border conversions by localising delivery and returns’ – Neil Kuschel, Global-e
‘Country focus: Australia‘ – Jordan Walters, APG Ecommerce
‘Country focus: China‘ – Adam Knight, Tong Digital
Customers are demanding, when it comes to fulfilment. The cause of most contention can be allayed by brands having clear delivery and return policies.
Managing expectations contributes a huge amount to overall customer satisfaction. Communicating delivery and returns throughout the user journey is a process that continually needs fine-tuning.
From product discovery to purchase through to delivery and returns, it’s important to demonstrate timing expectations and methods clearly, and communicate progress, not only to lift conversion and customer satisfaction, but also reduce costs associated with handling customer enquiries.
COMMUNICATING DELIVERY AND RETURNS THROUGHOUT THE USER JOURNEY
Claire Muir, Commercial Director at Seko Logistics, has worked with hundreds of brands to hone the warehousing and fulfilment functions of their e-commerce businesses. She presented how forward thinking brands see logistics as a key part of the user journey, with tips on how to communicate delivery and returns.
LIFTING CROSS BORDER CONVERSIONS BY LOCALISAING DELIVERY AND RETURNS
With hundreds of retailers and brands using Global-e‘s end-to-end solutions, Neil Kuschel, CEO Europe, has seen first-hand how conversions can lift dramatically in cross-border markets when brands localise their e-commerce offering. He demonstrated what deters international customers from going through to purchase, most notably a lack of clarity on delivery and returns, and how to counter it.
COUNTRY FOCUS: AUSTRALIA
Jordan Walters from APG Ecommerce, talked through delivery and return expectations and trends specific to the Australian market, and the benefits of working with a specialist country carrier.
COUNTRY FOCUS: CHINA
Adam Knight, co-founder at China specialist marketing agency Tong Digital, provided an overview of delivery and returns expectations in China.