DHL has returned to the Amara Interior Blog Awards for the second year in a row as the sponsor of the Best Company Blog. The global logistics company are experts at shipping, delivering endless packages across the world each year. Firm believers of excellent customer service and understanding the ever increasing demand for online shopping, DHL discuss the importance of varied shipping options in the digital age especially in helping UK based online businesses grow…
The volume of parcels that DHL Express UK is shipping to non-EU countries is rising. It’s up by more than 50% year on year. We handled a 30% increase in shipments for UK based online retailers last year. Selling online offers a whole new international audience for online retailers – an audience that, traditionally, businesses might have struggled to reach. This is something online retailers are embracing, with 71% expecting their cross-border sales share to increase even further according to the recent DHL report ‘The 21st Century Spice Trade: A Guide to the Cross Border E-commerce Opportunity’.
Businesses shouldn’t underestimate the importance of shipping options when selling online. A positive shipping experience is vital to customer satisfaction and it can also have a big impact on your bottom line – helping boost sales and also affecting a customer’s likelihood to purchase and re-purchase. A staggering 38% of consumers who have a poor delivery experience will never shop with that retailer again and 43% wouldn’t return to that retailer within a month – that’s a big portion of customers a business could potentially lose as a result of a poor shipping experience.
As ecommerce becomes the norm, online shoppers have become increasingly impatient – often wanting their goods as soon as possible and in turn seeking the express delivery option. Many of our customers offer next day delivery options to the USA and Europe, having found that an express delivery option can increase basket values by as much as 71%, as online shoppers add more items to their basket in order to increase the value for money of the express shipping.
It can also grow Lifetime Customer Value – with our customers reporting a 20% increase in repeat custom as a result of having an express option. It’s good news for business growth potential too; ‘The 21st Century Spice Trade’ report shows that businesses offering a premium express service grow 1.6 times faster than those that don’t. A successful first time delivery increases customer satisfaction. Delivery preferences vary from country to country. At DHL Express we provide a service called On Demand Delivery, which allows a retailer to offer their customers a variety of different delivery options such as leave with neighbour, leave in safe place, rearrange delivery, or deliver to DHL Service Point.
Our customers have found that offering these additional options increase first time delivery rate by 10%. Research shows that consumers in the USA prefer to have deliveries to home, and our experience tells us that when we give the end customers the choice of how to have their parcel delivered, around 70% of Americans request for parcels to be left in a safe place. In France around 50% of receivers opt for deliveries to be made to one of our DHL Service Points, where the customer can come to collect their parcel at a time that suits them.
It’s important that businesses consider the delivery needs of their customers and ensure they’re able to meet them – increasing both customer convenience and satisfaction.