We know that fast shipping has become the top priority for online shoppers nationwide. But why is this one factor suddenly at the forefront of renovating the very face of retail? And why do customers care so much about how, and when, their packages are delivered?
Let’s explore some of the reasons that have driven this transformative trend:
PACKAGES ARE PERSONAL
In brick-and-mortar stores, shoppers begin to bond with items by touching them, taking them off the rack, and trying them on. The more they picture themselves in an item of clothing, for example, and pair the item with other things in their closet, they begin to think of it as “theirs.” The sense of preliminary possessiveness grows the longer that the item is in their hands. It can also be achieved by labeling it as someone’s—such as putting it on hold under their name.
This same effect can occur digitally, but it’s not always as strong through a screen. With e-commerce transactions, retailers have to work harder to help shoppers form a bond with items. Regardless, because of the time spent considering an item, weighing factors like specs and cost, people do begin to form a personal connection with items well before they hit checkout.
You might not realize that delivery is just as personal as the shopping process—if not more.
That’s because most orders are sent to residences—and when it comes to personal residences, things can get a little, well, personal. It’s understandable that people want to know when a delivery is going to arrive at their doorstep, when to expect a package inside their home, when to anticipate having that product in their hands. It potentially impacts decisions about when someone should be home, when a truck might stop by or a stranger will come to their door, when children should take naps, when dogs will be barking, when they will be able to wear an outfit or plan a meal or host guests, and other factors that can get very personal.
CHOICE IS POWER
We’ve previously discussed the positive psychology of customer choice.
This is also something that customer service workers know all too well, because another way to exhibit control when you’re upset is to complain directly to the company. For the most part, unhappy customers are only reaching out because it’s something they feel like they can do when the situation is out of their hands. If you acknowledge where the impulse comes from, and at least hear them out to fulfill that desire, it can make everyone a lot happier.
However, you’re going to have a lot fewer unhappy customers when they get their orders delivered right away, and they are able to track their own packages in the meantime, thanks to ShipNow.
Please customers with a personal touch. Start by taking care of their deliveries with ShipNow.
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