{"id":74474,"date":"2022-12-29T05:51:59","date_gmt":"2022-12-29T10:51:59","guid":{"rendered":"https:\/\/www.radial.com\/?post_type=insight&#038;p=74474"},"modified":"2025-05-01T04:32:49","modified_gmt":"2025-05-01T08:32:49","slug":"boost-customer-loyalty-by-exceeding-ecommerce-fulfillment-and-delivery-expectations","status":"publish","type":"insight","link":"https:\/\/www.radial.com\/eur\/insights\/boost-customer-loyalty-by-exceeding-ecommerce-fulfillment-and-delivery-expectations","title":{"rendered":"Boost Customer Loyalty by Exceeding eCommerce Fulfillment and Delivery Expectations"},"content":{"rendered":"\n<div class=\"interior-page-block-area\">\n\t\n<div class=\"core-paragraph-block\">\n<p>Retailers can have the best product, price, and e-commerce site, but if their order fulfillment and delivery times do not meet customer needs and expectations, they will likely lose customers and may not get them back. While it doesn\u2019t get much attention, <a href=\"https:\/\/www.radial.com\/eur\/ecommerce-fulfillment\/fulfillment-solutions\">optimizing the e-commerce fulfillment process<\/a> is as important to customer sales and loyalty as marketing and rewards programs.<\/p>\n<\/div>\n\n\n\n<div class=\"image\">\n\t\t\t<picture>\r\n<source data-image-size=\"image_block_small\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2025\/04\/Warsaw_automation_doTERRA-aspect-ratio-47-30-1-564x360.jpg, https:\/\/www.radial.com\/wp-content\/uploads\/2025\/04\/Warsaw_automation_doTERRA-aspect-ratio-47-30-1-1128x720.jpg 2x\" media=\"(max-width: 600px)\" type=\"image\/jpeg\">\r\n<source data-image-size=\"image_block_large\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2025\/04\/Warsaw_automation_doTERRA-aspect-ratio-47-30-1-940x600.jpg\" type=\"image\/jpeg\">\r\n<img decoding=\"async\" alt=\"\" src=\"https:\/\/www.radial.com\/wp-content\/uploads\/2025\/04\/Warsaw_automation_doTERRA-aspect-ratio-47-30-1-940x600.jpg\">\r\n<\/picture>\t\t\t<\/div>\n\n<div class=\"core-paragraph-block\">\n<p><strong>What customers care about<\/strong><\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Customer experience spans every brand interaction, both subjective and measurable through CSAT, NPS, and other metrics. E-commerce businesses must optimize the front end (website, sales, marketing), back end (checkout, fulfillment), and post-sales (<a href=\"https:\/\/www.radial.com\/eur\/solutions\/ecommerce-fulfillment\/returns-management\">returns<\/a>, support) to create a seamless, positive experience. How does this translate for customers?                        T<\/p>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li>Available products at the best price points<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li>Multiple e-commerce fulfillment options to get the product in a way that best suits their preferences<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li>Multiple shipping options, such as free, two-day, and same-day, with costs clearly stated upfront<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li>Fast, easy, and convenient return policies<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li>Clear and quick ways to connect with customer support and with options to self-serve<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li>Nothing hidden and everything, including policies and reward programs, stated upfront<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Omnichannel customers choose merchants based on product availability, price, shipping, delivery, and returns. When all five align, they buy; when reliability is proven, <a href=\"https:\/\/www.radial.com\/eur\/insights\/customer-loyalty-what-makes-an-impact\">they become loyal<\/a>. Amazon Prime exemplifies this, making shopping seamless, predictable, and convenient\u2014turning one-time buyers into habitual customers.        <\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Amazon set the bar for e-commerce expectations, but technology now allows any retailer to compete. Recent supply chain disruptions have made customers prioritize convenience over brand names. Smaller retailers can rival Amazon by replicating its buying experience, and any brand can win customers by offering a superior one.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p><strong>Order <\/strong>f<strong>ulfillment and delivery can make or break conversions<\/strong><\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>A smooth e-commerce website with great products and pricing attracts buyers, but fulfillment, shipping costs, and delivery speed seal the deal. Fast,<a href=\"https:\/\/www.parcelpending.com\/blog\/package-delivery-statistics\/\"> reliable delivery ranks as a top priority for 41% of shoppers, <\/a>and <a href=\"https:\/\/www.readycloud.com\/info\/30-order-fulfillment-statistics-for-2022\">69% won\u2019t return if an order arrives more than two days late<\/a>. Meeting these expectations is key to customer retention.                          <\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Consider the following scenarios from a customer\u2019s perspective:<\/p>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li><strong>Scenario #1:<\/strong> You find a product online at a fair price but must start checkout to see shipping costs. Finding them too high, you abandon the cart to find a better deal elsewhere.<br><br>Later, you receive an automated email nudging you to complete the purchase\u2014frustrating, since the issue wasn\u2019t forgetting, but pricing. Not a great experience.<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li><strong>Scenario #2:<\/strong> You find a product at the right price, but the retailer requires a $50 minimum for free shipping. Since your item costs $19.99 and you don\u2019t want to add unnecessary purchases, you leave to find a better deal elsewhere.<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li><strong>Scenario #3:<\/strong> You find a product in stock at the right price with free two-day delivery. The retailer clearly outlines hassle-free returns, displays customer service info, and offers fulfillment options suited to your needs. Confident in your choice, you check out, receive timely order updates, and get your package exactly as promised\u2014accurate and on time.<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>In these scenarios, number three is obviously the preferred customer experience. Everything is declared upfront, made easy, has the lowest overall cost and customer effort, and the order fulfillment process and delivery times meet expectations.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Now, which of these three retailers are you most likely to buy from again?<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Optimizing order fulfillment and delivery and providing that information to the customer before they convert creates a shopping experience that feels easy and effortless.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p><strong>How to optimize e-commerce fulfillment and delivery<\/strong><\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>E-commerce companies have the option of operating their own order fulfillment process, outsourcing it to a third party logistics (3PL) company, or doing both.<\/p>\n<\/div>\n\n<div class=\"core-list-block\">\n<ol class=\"wp-block-list\">\n<li><strong>Own and operate it:<\/strong> Running the entire order fulfillment process means owning or renting warehouses or fulfillment centers; hiring, training, and managing fulfillment process staff; and negotiating contracts with carriers. Retailers that own and operate their own order fulfillment are responsible for all aspects of it and incur the full costs of operation.<br><br><\/li>\n\n\n\n<li><strong>Outsource it:<\/strong> Retailers can outsource all or part of their fulfillment process to e-commerce fulfillment providers who own and operate fulfillment centers and have expertise in fulfillment services. They specialize in operating efficiently, at lower costs, and often utilize retail robotics to automate picking and packing and other fulfillment workflows which enables them to scale and work faster.<\/li>\n<\/ol>\n<\/div>\n\n\n\n<div class=\"image\">\n\t\t\t<picture>\r\n<source data-image-size=\"image_block_small\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2025\/04\/15\/Groningen-External-View-wordpress-picture-564x360.jpg\" media=\"(max-width: 600px)\" type=\"image\/jpeg\">\r\n<source data-image-size=\"image_block_large\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2025\/04\/15\/Groningen-External-View-wordpress-picture.jpg\" type=\"image\/jpeg\">\r\n<img decoding=\"async\" alt=\"\" src=\"https:\/\/www.radial.com\/wp-content\/uploads\/2025\/04\/15\/Groningen-External-View-wordpress-picture.jpg\">\r\n<\/picture>\t\t\t\t\t<div class=\"image__caption\">\n\t\t\t\t<p>Radial Europe, <a href=\"https:\/\/www.radial.com\/eur\/insights\/299-robots-to-amplify-the-human-potential\">Groningen Fulfillment Centre, Netherlands<\/a><\/p>\n\t\t\t<\/div>\n\t\t\t<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Leading fulfillment companies utilize modern inventory visibility and management technology that delivers real-time insight into inventory and integrates with retailers\u2019 existing systems. Customer orders are easily tracked across the entire fulfillment process. Fulfillment providers also <a href=\"https:\/\/www.radial.com\/eur\/ecommerce-fulfilment\/transportation-management\">negotiate contracts and rates with shipping carriers<\/a> and can optimize the final mile to lower and control costs.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Depending on the provider, some own and maintain their own transportation fleet and have global fulfillment centers to keep inventory closer to customers. Additionally, they have the capacity to support store fulfillment options with omnichannel order management systems that create transparency, real-time inventory visibility, and streamlined order fulfillment strategies.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p><strong>Loyal Customers Increase Sales<\/strong><\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>The bottom line for improving loyalty for e-commerce customers is to ensure that order fulfillment and delivery meet and exceed their expectations. Satisfied customers create repeat business. Optimized e-commerce fulfillment that provides order accuracy, fast shipping, multiple delivery options, and an easy returns process leads to high levels of customer satisfaction. In addition to being loyal, happy customers promote the brands they love and, in today\u2019s environment, that\u2019s the best way to stay ahead of the competition.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Trust Radial for <a href=\"https:\/\/www.radial.com\/eur\/ecommerce-fulfillment\/fulfillment-solutions\">e-commerce fulfillment<\/a> and <a href=\"https:\/\/www.radial.com\/eur\/ecommerce-fulfilment\/transportation-management\">transportation management<\/a> solutions to delight customers and keep them coming back.<\/p>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":73043,"template":"","insight_type":[],"solution":[399],"class_list":["post-74474","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight\/74474","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight"}],"about":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/types\/insight"}],"version-history":[{"count":8,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight\/74474\/revisions"}],"predecessor-version":[{"id":74651,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight\/74474\/revisions\/74651"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/media\/73043"}],"wp:attachment":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/media?parent=74474"}],"wp:term":[{"taxonomy":"insight_type","embeddable":true,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight_type?post=74474"},{"taxonomy":"solution","embeddable":true,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/solution?post=74474"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}