40% of consumers change brands as loyalty falls
Delivery management company nShift has said that online retailers must improve delivery and returns experience to encourage customer loyalty.
It comes as two in five customers have changed the retailers they shop with since the beginning of the pandemic, as they continue to expect more from the online experience.
The company has released a guide which helps retailers gain insight into how to attain their customers. part of the plan includes creating a variety of delivery options, automating the process, live tracking parcels, and making returns easier.
Lars Pedersen, CEO of nShift, said: “Customers today check out the delivery and return options, before they shop. If one online retailer can’t fulfil their need now, they’ll simply shop elsewhere.”