Future Commerce
[Step by Step] How Can I Utilize Shipping to Curate a Great Customer Experience?
Episode Summary
In this season of Step by Step presented by Shippo, we ask the question, “How can I leverage shipping as a growth engine for my business?” In this episode, we’re giving you a broad, 10,000-foot view of the shipping process. Matt Crawford, General Manager of Shipping at BigCommerce shares the different ways eCommerce merchants can use shipping to provide customers with a great experience and how BigCommerce and Shippo are enabling smaller merchants to do just that.
Episode Notes
The Post-Purchase Experience
- Consumer expectations are almost unfair for smaller businesses. But that doesn’t mean brands can’t continue to provide a great post-purchase experience.
- Many brands have turned to 3PLs to help meet the demand of fast shipping and to keep shipping costs lower.
- “Brands have to be more transparent with customers. They need to give customers a choice around what services they offer and the price. A lot of brands are starting to use 3PLs to meet the customer demand, which means they're storing inventory somewhere else throughout the country to get shorter deliveries. Brands need to communicate with shoppers after the purchase in a way that conveys the brand message differently than just an email saying your order has been shipped.” - Matt Crawford
- It’s more than just shipping, it’s about creating a memorable post-purchase experience. It’s about connecting the “front office” with the “back of house.”
- “I think of the post purchase because I try to make it a marketer's problem, not a person in the warehouse problem.” - Matt
- “When you improve shipping and you offer different options around shipping, it's almost like having additional products on your site.” - Brian
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