Retailers: Stop your consumers from going on an Easter Egg hunt for their parcels

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This article is brought to you by Retail Technology Review: Retailers: Stop your consumers from going on an Easter Egg hunt for their parcels.

By Rob van den Heuvel, Co-founder and CEO, Sendcloud.

This Easter marks the first opportunity for friends and family to celebrate in-person without lockdown limiting activities. But as much as an Easter egg hunt may be a family tradition, the last thing consumers want is to be searching for their online orders.

The e-commerce boom has seen 10 parcels go missing every minute in the UK, while 38 percent of customers have received a "Sorry we missed you" card even though they were at home at the time of delivery.

While we’ve all been privy to finding parcels dumped in the recycling bin, hurled over the garden fence or maybe even photographed somewhere you can’t quite locate. But sending consumers on a wild goose chase to find their online deliveries must be avoided.

In a world dominated by e-commerce, and with the rise of services such as Amazon Prime, delivery has become a key USP for retailers. Consumers want their parcels and they want them now, but they also want retailers who are able to deliver around their schedule.

For example, our own research shows 23% of UK consumers want same-day delivery, 48% want next-day, and 54% even want to change the delivery time slot when a parcel is already on the road.

Consumers are wanting to be more involved with their orders – when it’s on its way, estimated time of delivery, and pick their preferred delivery provider. Tracking and Tracing technology in the delivery process alongside real-time updates and communication from retailers has been instrumental in increasing customer satisfaction and the chances of repeat purchases. 

Flexibility will be key in keeping customers happy this Easter. For example, some might want to have a parcel delivered to a local parcel locker if they don’t want surprise gifts ending up straight in the hands of the receiver. Others might want the speed of next-day delivery, while some might prioritise deliveries during times when they’re not on work calls.

Efficient delivery quite literally goes the extra mile with consumers, so make sure you’ve cracked it to keep your customers happy this Easter.

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