Mastering Last-Mile Logistics

This week we joined an ecommerce webinar, hosted by Nathan Bush from Add to Cart, focusing on Mastering Last-Mile Logistics. The webinar brought together industry leaders Arti Shokeen from THE ICONIC, Steven Crisapulli from DECJUBA, and our Co-Founder and Joint-CEO, Rob Hango-Zada. The session was an great opportunity to hear directly from those at the forefront of the ecommerce fashion industry as they discussed the crucial role of last-mile delivery in staying competitive. Here's what we learned:

3 ways to turn shipping options into your advantage

1. Always offer multiple delivery options at checkout

Rob Hango-Zada emphasised the importance of offering multiple delivery options at checkout. As consumer expectations shift, providing shoppers with the freedom to choose how and when they receive their purchases has become a critical component of the ecommerce experience. Retailers who don’t offer choice risk losing out on potential sales.

2. Maximise conversion rate by using an exact delivery date, not a date range

Arti Shokeen, Senior Product Manager at THE ICONIC, highlighted the impact of offering specific delivery dates rather than a broad range. Customers appreciate certainty, and providing a clear, firm delivery date can significantly boost cart conversion rates. It’s all about making the delivery process more predictable and less ambiguous for consumers.

3. Consider absorbing shipping costs to offer faster and cheaper shipping options

Steven Crisapulli, GM of Technology at DECJUBA suggested that, in the coming years, retailers will likely need to consider absorbing delivery costs to meet customer expectations. With free delivery and faster shipping becoming the norm, consumers expect nothing less from brands, making it essential to reevaluate delivery pricing strategies.

Further insights

The main takeaway from the webinar is the importance of the post-purchase experience in fostering customer loyalty. The bottom line: trust is built on the ability to deliver as promised, and once that trust is broken, it’s incredibly difficult to win back. This finding aligns with recent research from Jarden, highlighted in our latest white paper. A significant 78% of consumers consider post-purchase delivery, tracking, and returns to be very important. Additionally, 64% of shoppers have opted not to reorder from a retailer due to a negative delivery experience. The conclusion is clear: the post-purchase experience has become a vital factor in driving customer loyalty and repeat business.

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