In today’s fast-paced and highly competitive business environment, delivering an exceptional customer experience has become a critical differentiator for businesses looking to stay ahead of the curve. While many businesses focus on improving their customer service, they often overlook the importance of customer experience in shipping. However, in a world where online shopping is the new norm, providing a seamless and personalised shipping experience can significantly impact a business’s success.
When customers place an order online, they expect a hassle-free experience from start to finish. This includes a seamless checkout process, timely delivery, and accurate tracking information. Businesses that can deliver on these expectations are more likely to create loyal customers who will return time and time again.
As we look ahead to 2024 and beyond, there are several customer experience trends that businesses should keep in mind when it comes to shipping and delivery.
Increased Demand For Same-Day, Next-Day Delivery:
Customers have come to expect fast and convenient delivery options. As a result, businesses that can offer same-day or next-day delivery options will have a significant competitive advantage.
Sustainable Shipping Options:
Customers are becoming increasingly conscious of the environmental impact of shipping and delivery. As a result, businesses that can offer sustainable shipping options, such as carbon-neutral or eco-friendly packaging, will be more attractive to environmentally conscious consumers.
Customers expect businesses to understand their individual needs and preferences and to offer personalised shipping options that meet those needs.
From automated shipping notifications to real-time package tracking, businesses that can leverage technology to improve the shipping experience will be at an advantage.
The ‘Last Mile”
The “last mile” refers to the final leg of delivery from the transportation hub to the customer’s doorstep, and it’s becoming increasingly important. Businesses that can offer a seamless and personalised last-mile experience, such as flexible delivery options and real-time delivery updates, will have a competitive advantage.
To achieve a personalised and exceptional shipping experience that meets and exceeds customer expectations, businesses need to have the right tools and technology in place. This is where OneShip comes in. OneShip is a shipping management solution that integrates with NetSuite to provide businesses with a seamless end-to-end shipping solution. OneShip connects with over 50 UK and EU shippers, giving you the choice to offer more than one shipping solution for your customers without the cost of expensive single shipper integrations.
One of the key features of NetSuite is the ability to trigger automated emails to customers when orders are picked, packed, and dispatched, all the way through to delivery. This acknowledgement not only enhances the customer experience but also provides peace of mind, knowing that their order has been received and is being processed. What OneShip adds to this process is the ability to enhance the customer experience even further by including tracking data in the communications once the shipment has been booked with the carrier. OneShip saves the shipper’s tracking link in NetSuite, making it easy to automate emails to customers and provide them with up-to-date tracking information. With OneShip, you can respond to shipping queries quickly by tracking shipments directly from NetSuite transactions, capturing tracking info, automating emails to customers, and enabling staff to easily track shipments.
OneShip also enables communication directly from shipping carriers to customers, which can improve accuracy and reduce errors. With OneShip, businesses can automatically notify customers on dispatch and supply tracking information, leading to faster dispatch and happier customers. Additionally, OneShip enables businesses to respond to shipping queries quickly by tracking shipments directly from NetSuite transactions.
By capturing tracking information, automating emails to customers, and enabling staff to easily track shipments, businesses can provide a seamless and personalised shipping experience that meets and exceeds customer expectations. This, in turn, can lead to increased customer satisfaction, loyalty, and repeat business.
Businesses that can stay ahead of these customer experience trends will be better positioned to differentiate themselves and provide a superior shipping experience for their customers in 2024 and beyond. With OneShip’s range of features and capabilities, businesses can be well-equipped to stay on top of these trends and deliver an exceptional shipping experience.