In the US, as elsewhere, the coronavirus has led consumers to change the way they shop. Pandemic-fueled lockdowns and store closures have driven a consumer shift online, and many are trying out new ways to shop – and finding they love them! According to McKinsey, 75% of American consumers say they have tried a new shopping behavior in response to economic pressures, store closures and changing priorities.
The pandemic has provided greater incentives for consumers to try new ways of acquiring products. But even before the outbreak, our analysis shows that American shoppers were already exhibiting preferences for a wider range of delivery options. Home delivery is still the most popular option, with 91% of shoppers having previously opted for this mode. However, 54% have picked up their order in store, and 21% have tried PUDO collection.
Online retailers serving American shoppers take heed – now is the time to ensure you are delivering convenient and personalized experiences to your customers, from the buy button and beyond!
Offer dynamic delivery options
Online shoppers want to receive their parcel in a way that suits them, whether that’s next-day delivery to their door, pick up in-store, or at a PUDO point on their way to work. Customers want delivery options to match their priorities – whether it’s speed, cost, or even environmental impact.
The brands that succeed in the All-Delivery Era will be those with a breadth of options that span all these needs, as well as the ability to serve shoppers the specific modes that suit them best.
Provide clearly specified delivery timeframes
Despite the many advantages of online shopping, one factor that continues to deter consumers is the anxious wait between purchase and delivery. Customers are hugely reassured by specific and accurate delivery timeframes, conveyed on the product page. Not only does this communicate a clear promise to shoppers, it also helps them weigh up their other options against considerations like cost and environmental impact.
Ensure convenient returns options
Retailers may have historically preferred to bury their heads in the sand when it comes to online returns, but the fact remains – consumers won’t buy from you unless they know they can easily return items that don’t suit.
Customers want to choose the way they return their items, in much the same way they want to choose how they receive them. Some prefer to return in-store, where they can easily try another size. Others would prefer to drop the item off at a PUDO point, or even pay extra for a courier to arrive at their door. The most successful retailers will have the infrastructure to allow customers to make returns in the way that’s most convenient for them.
The All-Delivery Era has arrived. The only question that remains is how you will adapt your own business to make the most of it? The most successful brands will be those that can differentiate their online offering through a convenient, personalized and reliable experience from the buy button and beyond.
Find out more about the All-Delivery Era, and how you can reinvent your ecommerce experience. Download the Metapack eCommerce Delivery Benchmark Report 2020.