15 eCommerce Shipping Statistics That Your Online Business Cannot Afford to Ignore

Investing in your B2B or B2C eCommerce company’s shipping strategy has never been so important. Providing a good delivery experience can drive additional revenue, help build a loyal customer base, improve the customer experience (CX) and much more.

With the competitive nature of modern business continuing to increase in every single industry, and most organizations now offering the same, or very similar products, it’s now essential that you stand out from the crowd with a superior CX.

High-quality customer experience is about delighting your customer at every step of their buying journey, and your shipping strategy plays a crucial role in how they will perceive your brand.

A great delivery experience will create happier customers, which will, in turn, help build brand loyalty, increase profits, help reach a new audience through word-of-mouth marketing, leave customers delighted as well as many more benefits.

Here, Freightcom has curated 15 eCommerce shipping statistics that emphasize why today’s successful online businesses are putting a high-quality shipping program at the core of their strategic planning:

Why an effective shipping strategy is crucial to the success of your business:

1. 60% of consumers will buy their goods from one online retailer over another if they offer more convenient delivery options (Metapack).
2. A high-quality delivery experience can transform one-time buyers into loyal customers who make more than 25 online purchases with your company each year (Canada Post).
3. 58% of consumers are willing to spend more on companies that provide excellent customer service, which includes your delivery service (American Express).
4. By 2021, it’s estimated that global B2C eCommerce sales will exceed $4.5 trillion, almost double the $2.3 trillion in 2018. Global B2B eCommerce sales will increase from $7.7 trillion in 2018 to $17.6 trillion in the same time period (Shopify).
5. For eCommerce retailers, the average cost to fulfil an order is 70% of the average order value (efulfilment service).

The importance of delivery speed:

6. Offering a three-day paid shipping will meet or exceed expectations for only 60% of online shoppers, while the other 40% will expect one or two-day shipping if they have paid for it (Canada Post).
7. 38% of online shoppers will abandon their order if the delivery will take longer than a week (Milo).
8. 14% will abandon shopping with a retailer altogether if they receive a late delivery just one time (Voxware).
9. 54% of US consumers under the age of 25 said that same-day shipping is their number one purchase driver (Walker Sands).
10. 53% of US online shoppers won’t purchase a product if they don’t know when it will arrive (Narvar).

Why a good return policy is essential:

11. Consumers make $642.6 billion worth in returns per year, with US shoppers alone contributing $221.7 billion to that number (OrderDynamics).
12. 88% of online shoppers review a retailer’s return policy, and 67% of those checked the policy details before ever making a purchase (UPS Pulse).
13. 0ver 60% of returns are due to shipping errors (Huffington Post).
14. 60% of 18-25 year olds said that a negative returns experience had resulted in them not shopping with a retailer again (Rebound).
15. 83% of people actively read a merchant’s return policy before making a purchase, while 71% admit that a shipping or restocking fee can prevent them from buying. Not only that, but 80% of people expect free returns – but only 25% of eCommerce merchants offer free shipping (Return Magic).

Despite the importance of your eCommerce store’s shipping strategy, many organizations are still struggling with inefficient and manual order fulfilment processes.

Many companies are wasting time and money with their eCommerce shipping processes, but it doesn’t have to be that way. Freightcom, for example, offers a fully-automated shipping platform that will completely revolutionize your company’s existing shipping processes and allow you to offer a superior customer experience.

Want to learn more? Contact our team of experts today who are on hand to answer any questions you may have about shipping to Canada, the US or worldwide.

2019 Canadian eCommerce Report Shows Shipping Strategy Transforms Customers

Those in the Canadian Ecommerce industry have received good news this year, with Canada Post’s recent study finding that Canadians are getting more confident and comfortable when it comes to online shopping.

In fact, the 2019 Canadian eCommerce Benchmark Report by Canada Post, found that 80 per cent of Canadians now make online purchases, with the number of online consumers increasing 58 per cent from 2016 to 2018.

This has created new opportunities and the chance to access higher revenues for Canada’s small to medium-sized eCommerce businesses, especially when considering that 37 per cent on online consumers confirmed to Canada Post that they plan to purchase from within Canada in the coming year.

With these new opportunities comes fresh challenges for small to medium-sized businesses in the eCommerce sector, not least when it comes to shipping.

It’s important, however, that shipping best practices and improved efficiencies aren’t tossed aside. In fact, according to the report from Canada Post shipping can actually play a huge role in

Freightcom has listed some of the key takeaways from the report when it comes to the benefits that your eCommerce store can realize from a well-thought-out shipping strategy.

Shipping can help turn one-time buyers into “hyper+” shoppers

The study looked at five groups of online shoppers, known as:
1- One-time: Those who make one online purchase each year.
2- Occasional: Those who make 2-6 purchases a year.
3- Frequent: Those who make 7-12 purchases a year.
4- Power: Those who make 13-24 purchases a year.
5- Hyper+: Those who make over 25 online purchases each year.

The report’s research allowed it to create certain characteristics that tend to personify each category of online consumers, the set of triggers they exhibit, as well as their concerns and expectations.

The theory is that by addressing the needs of all consumer segments, eCommerce owners can coax their less frequent shoppers to buy from them more often – with the idea of turning one-time shoppers into hyper+ shoppers.

Want to know the interesting thing? Shipping was an important factor in the buying decision of all consumer categories:

  • One-time customers want the option of in-store pickup and easy returns, as well as other options like delivery to a post office.
  • Occasional shoppers want to be able to specify delivery instructions and choose a convenient pickup location.
  • Frequent customers are looking for key information up front, such as shipping fees and estimated delivery time. They also want a seamless checkout experience and proactive tracking updates for their deliveries.
  • Power customers want to be able to access choices around shipping speed.
  • Hyper+ consumers stay with eCommerce merchants that they like and trust, with seamless delivery the key to their loyalty.

Expectations are rising for delivery speeds within Canada

Shoppers are frequently expecting Ecommerce shipping to be faster, and it doesn’t matter if they have paid for it or not.

Offering a three-day paid shipping will meet or exceed expectations for only 60 per cent of online shoppers, while the other 40 per cent will expect one or two-day shipping if they have paid for it.

This is a huge contrast to the same report in 2016, where shoppers that were given free shipping were willing to wait an average of eight days. The average they are willing to wait to receive a free delivery is now one week, and that includes the order fulfilment process.

What can we learn from the report?

The main lesson we can take away from the Canada Post report is that shipping is a way for your business to stand out over competitors and improve your customer experience.

The report states: “You might not be able to compete on price, but you can work hard to fulfil Canadians’ desire for convenience. Focus on offering services that global retailers find difficult to provide, such as faster delivery, delivery dates at checkout, tracking and easy returns.”

Not only is it important to have a good shipping strategy that will create a loyal customer base, but you also need to choose the right courier that will help you get your products to your customers in a timely manner.

Thankfully, shipping and order fulfilment technology such as that offered by ClickShip, our new eCommerce shipping solutions powered by Freightcom, will automate your entire eCommerce shipping process. This will make it easier to find the right courier, help you save time and money, give you access to improved delivery options such as tracking and much more.

Ready to learn more? Contact our team of experts today and learn how we can transform your eCommerce shipping process and help turn those one-time shoppers in loyal brand followers.

Reference:
The Canadian eCommerce Benchmarking Report

4 Simple Freight Shipping Tips That Will Improve Customer Satisfaction and Increase Order Fulfilment Efficiency

For most small to medium-sized B2B companies, it’s probably fair to say that a lack of expertise and resources is one of the most common challenges when it comes to the shipping process and order fulfilment.

With so many other aspects of your company to focus on, how exactly can you ensure your organization achieves excellent customer service through freight shipping while at the same time improving efficiencies and saving money on shipping costs?

In this blog we have listed our top four B2B shipping tips that will help your business improve customer satisfaction and improve the efficiency of your order fulfilment processes – giving you more time to focus on what matters, the core competencies of your business:

1 – Choose the right courier for your unique needs

Your delivery can make or break the customer experience, so selecting the right freight courier to deliver your products it’s a huge factor when it comes to the satisfaction of your customers and whether they will purchase from you again.

When choosing a courier you shouldn’t just focus on the freight cost. In fact, there are a wide range of different factors you should take on board, such as reliability, tracking technology, their customer service, the delivery options they offer and much more.

Remember, just because a courier is good for one B2B business doesn’t mean they’re the right fit for you. Each company is unique and you need to find the right freight carrier that will work for your specific products and processes.

2 – Define the goals of your shipping strategy

Developing a shipping strategy, if you haven’t already, should be at the top of your to-do list. By creating a strategy with clearly defined goals you’ll be able to set some key performance indicators (KPIs) that show how your shipping processes are performing.

It could be that you are looking to improve customer satisfaction, maybe you are trying to reduce costs or perhaps you want to improve operational efficiency – maybe it’s all of them? Without setting these goals you have no way of calculating whether your shipping strategy is really progressing.

3 – Use technology to automate your FTL or LTL shipping process

Traditional shipping and order fulfilment processes are manual, time-consuming and take you away from focusing on other areas of your business. But it doesn’t have to be that way.

This is exactly why Freightcom was founded. By leveraging technology to simplify the entire shipping processes and user experience for both B2B and B2C companies, we help business owners seamlessly manage and fulfil orders in real time.

Order fulfilment technology will help you automate the entire shipping process from customer data, shipping rates, finding the best-value couriers, packing your products and much more – helping to ensure your customers get their orders safely and on time.

4 – Learn from the B2C experience

Millennials are rising up the ranks of the B2B world. In fact, according to a report from Forrester, 73 per cent of millennials are now involved in B2B purchasing decisions with their rise to power “largely going unnoticed” by many companies.

Millennial buyers are used to the B2C buying experience, and expect no less when they engage in B2B buying decisions. They are looking for that same experience whether they are buying personal items or making work-related decisions.

Pay attention to B2C shipping strategies that boost customer experience and drive customer loyalty, such as a good return policy, delivery tracking, as well as offering convenient pick-up locations and a variety of delivery options.

Want to learn more about how Freightcom’s innovative and user-friendly technology solution can improve your shipping processes, whether you are shipping to Canada, the US or worldwide? Contact our team of experts today for more information.

Does Your Business Ship Fragile Items? Here’s Your Ultimate Guide to Ensure They Arrive at Your Customer’s Door Safely

If your business operates in the eCommerce space then shipping items and order fulfilment will be a huge part of your company’s operations. That means you know just how difficult shipping products can be.

What’s even more difficult, however, is shipping your fragile items.

Whether you are selling glassware, furniture, antiques, crystal, ceramics or any other fragile product, your shipping processes will need to be extra careful. Broken products will result in lost profits, unhappy customers and your business losing valuable time and money.

Thankfully, with some simple steps, your business can ensure it ships its fragile products properly. Freightcom has created a list of everything you’ll need to know to avoid any potential product damage.

What packaging material should you use?

There’s a huge range of packaging material available, so how is your company supposed to know exactly what the right choice is? As confusing as it is at first, buying the right material is one of the most essential aspects when it comes to protecting your fragile items from shipping damage.

To give you an idea of the best material to look out for, we’ve created a list here with some must-buy materials and what they are used for:

  • Bubble wrap, brown paper and single-ply corrugated roll all offer varying levels of impact protection to use as inner protection inside your packages.
  • Packing tape for securing boxes.
  • The right-sized box. Your box should be snug enough to fit your fragile items inside it, but big enough to leave room for extra packaging materials for additional protection. Choosing the right size box is the most crucial step in protecting your fragile items.
  • Packing peanuts or airbags can be used to fill any voids within your package that could cause your item to move around.
  • Plastic bags or shrink wrap can be used to stop moisture entering your package.
  • Corrugated inserts will add an extra layer of protection by strengthening the package.

How to pack your fragile items?

How you pack your fragile items and with what kind of supplies will depend on the size, shape and type of product that you are shipping. However, there are still some simple tips that you should take on board when preparing your packages to be shipped.

The most important thing to keep in mind is that it’s essential you choose the right box for each fragile item.

Try to pack the box as tight as you can without leaving any space as boxes that aren’t filled can collapse. However, there should still be a small amount of space left over in any box you choose, this is where packing peanuts or airbags come in as a great way to fill voids and add a layer of additional protection.

At the same time, make sure you aren’t overfilling your packages either as overstuffed boxes will burst. Ensure you apply tape to all boxes you pack, particularly where the flaps meet in the middle as well as the sides of the box, to ensure your box doesn’t open while in transit.

What shipping company should you choose?

Once you’ve packed your product properly to ensure it’s as safe from damage as it can possibly be, it’s time for what many companies consider to be the scary step – choosing your courier.

While it may feel like the protection of your package is now completely out of your hands, innovative technologies such as Freightcom’s shipping platform are now empowering businesses to make smarter, better informed decisions when it comes to the couriers they use.

When selecting your courier, think about things such as where you want to ship your item, who offers the best value (not just the cheapest price), what tracking system is available for each courier, how it will be delivered and what will happen if your customer is not at home.

For more information, please read our recently published blog titled – The Importance of Selecting the Right Courier for Your B2B or B2C Business.

Things to keep in mind if you are shipping fragile items internationally

If you are shipping fragile items overseas, fantastic! It probably means your business is growing and you are looking for new market opportunities.

These new opportunities, however, come with different things to think about in terms of item insurance, item protection and also shipping regulations. Here are some key things to keep in mind when shipping fragile items to a different country:

  • Do any custom duties or taxation apply to the product you are shipping?
  • Have you got shipping insurance that also applies for overseas and fragile items?
  • Do your fragile items need special handling and do your overseas courier accommodate that?
  • Does your courier also offer pick-up options at the delivery terminal if your customer is not in? You don’t want your package to be returned all the way back to you and then have to send it again – this will not only increase your costs but also the risk of damage.
  • Is the fragile item you are sending restricted from entering the country that you are shipping it to?
  • Ensure that you have determined the value of your items before you send them overseas. This will save any confusion down the line in the result of damage.

Should I get insurance on my fragile items?

If you are shipping fragile items, it’s important to note that not all items can be insured and some are subject to higher deductibles due to their fragile nature.

Goods classified as antiques, original artwork (including paintings, sculptures, etc.), and collectables are not applicable for insurance in most cases. These articles are also generally restricted with LTL carriers, and, if accepted by the carrier, would be moving at shipper’s risk of loss or damage.

Please click here to learn about what can and can’t be insured with Freightcom insurance, or here to learn about the deductibles for claims.

Are you looking for more information on how to improve your company’s shipping processes to protect your fragile items? Contact Freightcom today, we would be more than happy to answer any questions you have.