Today we’re going to be exploring a very important part of the eCommerce customer service mix – the delivery. It’s essential to get your delivery strategy right if you want to get the order in the first place (returns and delivery pricing and speed remain the top reasons customers abandon that order), AND to get the repeat order by giving a great experience.
It’s also a profitability battle ground, with customer expectations of faster speed and lower cost only going higher.
Joining me to discuss the topic of delivery is Ian Kerr, host of The Postal Hub Podcast, and all round global delivery expert.[Read more…]