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Have you ever thought about what would happen if all that work you put in to stand out among the crowd of stores, capture the lead, recommend the right product, and finally make the sale all went down the drain?
This can happen – and does happen – when the final user experience is poorly executed: receiving the product they purchased.
Many stores fail to reach their full potential because they cannot execute this final step correctly, throwing away all the investment made in acquiring the customer. Let's go over some of the most common mistakes:
1- Not offering alternative shipping options
We know that in Brazil there is a limited range of shipping options, especially for small stores, but no store needs to be tied solely to the postal service. There are already carriers on the market that offer affordable prices for both the consumer and the store. Think outside the box, do some good research, and invest time and resources in finding alternatives.
2- Ignoring customer feedback
Of course, you can't please everyone. But that shouldn't be an excuse to ignore all feedback, even the most 'inconvenient' ones. Keep your processes open to improvement, never close off a model forever, and stay flexible.
3- Invest in packaging
Packaging is the first physical impression the customer will have of your store. It's that first contact outside the virtual world in which – almost – all the senses are activated. The look of the package, the feel, the smell... Everything can be used to leave your mark on the consumer's mind. Is your packaging right for the impression you want to leave?
4- Accuracy in information for a correct quote
Any extra gram or centimeter can affect the shipping cost. It can make a difference of a few cents or even dozens of reais. Feed your tool with the most accurate information possible, with as many details as possible for a fair quote.
5- Update your supply inventory
Have you ever imagined that when it's time to send a large order, you don't have the right box? The tape to package it? The plastic to protect it? It can cause unwanted delays and losses for the end consumer. Always keep an eye on your supplies and always have a safety margin so you don't get stuck.
6- Pay attention to shipping rules
Recently, the postal service made changes to the requirements for packages. Always stay up to date with the current rules, and know if all the documentation required for shipping merchandise is compliant with what is required.
7- Automate your processes
Machines don't usually make mistakes. Make your process as automated as possible, free from human error, and more efficient. Have software capable of printing labels quickly and automatically, know how to use all the options the software offers, and keep an eye only on checking the information.
8- Optimize your store's address fields
Make sure your e-commerce site has all the correct fields for the consumer to fill in the shipping details. Ensure that all fields are positioned in an appropriate and organized way. This way you save time in automating the process, ensure greater reliability of the information, and avoid shipping errors.
9- Ensure delivery quality
As tiring as it may be to pay attention to so many details, it is always necessary to check if the orders are arriving at their destination within the correct timeframe stipulated by the service provider. Be ready to switch providers or take the possible measures to ensure that the stated deadlines are met. Even though it is not your store's responsibility, it is your brand that will suffer if there are delays or problems with the delivery.
Logistics is always very complex, and nothing will be perfect. But if you pay attention to the details, the process will be as painless as possible, ensuring the return of a satisfied consumer and yielding good results for your business.
