With seemingly never-ending news of major retail bankruptcies, the word "apocalypse" seemed to echo across every media outlet this year. In the past, blame has largely been placed on the rise of Amazon both in terms of increased competition and the high delivery expectations it’s created. Customers are now trained to expect fast, free shipping and full control over the experience, all while supply chains have other forces to contend with, including rising costs.
When 98.1% of shoppers say that delivery impacts their brand loyalty, how can shippers rise above amplified consumer expectations and unending competition with Amazon? We surveyed over 1,500 consumers to understand what factors are the linchpins of a successful delivery experiences, and how delivery preferences change year-over-year.
Download the whitepaper to learn why:
- Shoppers were 33.8% less likely than last year to shop with a brand after a poor delivery experience
- 70% of shoppers want to make in-transit changes to their deliveries
- 51.4% wanted discounts or refunds on their shipping
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