With projections suggesting Black Friday 2018 will be one of the biggest shopping days of the year, what should the UK’s online retailers be doing to woo their customers? The answer, according to Neopost Shipping, is to focus on customer experience (CX) through the convenience of shipping choices and transparent, mobile friendly services. This is true across the population, but is particularly critical for Gen Z shoppers.
Neopost Shipping’s report: “Great Expectations: Shipping, CX & Gen Z,” suggests Gen Z are most likely to spend more in order to qualify for free shipping (71% of Gen Z vs 56% across the general population). They are also more willing than the general UK population to increase their spend if speed-based delivery options such as same-day and hyperlocal (1-3 hours) are available to them. But there is a double-edged sword: Gen Z shoppers are most likely to abandon their cart if customer-centric delivery options aren’t available (98% of UK Gen Z customers said they would) – so retailers that fall short here are jeopardising revenue growth.
“In a market where the likes of Amazon push the boundaries of what a great shipping experience looks like, retailers rarely get a second chance with young, savvy consumers who won’t think twice about abandoning brands that can’t provide the convenience they desire,” said Matthew Mullen, a Neopost Shipping Senior Vice President. “This will be as true on Black Friday as any other shopping day – may be even more so.”
With this in mind, it’s a good time for retailers to consider whether they have done all they can to create customer-focused delivery strategies. With the right technology, there’s still enough time to address consumers’ needs with relevant and dynamic shipping options ahead of the busy sales season. Consider the upsides of offering same day, next day, weekend or out-of-hours deliveries. The research suggests 44% of Gen Z will shop more online if next day delivery was available, compared to 25% across the general population.
As the biggest online shopping day of the year approaches, Mullen says: “Make your new years’ resolution early and get your shipping and fulfilment strategies sorted in good time.”
To read Neopost Shipping’s report in full, please visit: https://bit.ly/2xDcUvF