Retailers can turn Black Friday bargain hunters into loyal customers with the right delivery strategies, according to nShift, a global leader in delivery and experience management (DMXM) software. As online retailers gear up for the peak shopping season, nShift’s latest guide, Turning Black Friday Bargain Hunters into Life-long Customers, outlines how efficient delivery processes can play a crucial role in building customer loyalty.
The guide, which comes ahead of the annual Black Friday rush, reveals that 84% of shoppers would be happy to buy again from a retailer if they had a positive experience during Black Friday sales. nShift highlights the importance of ensuring the delivery process is seamless, as 58% of consumers say they would return to a retailer if their purchase is delivered efficiently.
Johan Hellman, Vice President of Product and Carrier Management at nShift, emphasised the importance of capitalising on this period to create lasting relationships with customers. “During Black Friday and the peak shopping season, many customers are drawn in by deals. However, if they have a positive experience, they are open to returning for more,” he said. “With the right delivery and experience management solutions, retailers can convert one-click wonders into loyal customers.”
The guide sets out three key strategies for retailers to improve the delivery experience and drive customer loyalty:
- Ensure Reliable and High-Quality Deliveries
One of the main factors influencing repeat purchases is the reliability of delivery services. Retailers are encouraged to hold their carrier partners accountable for delays, errors, or any shipment issues. To effectively manage this, retailers must have access to robust data on carrier performance. Ensuring deliveries arrive on time and in good condition is essential for building trust with customers. - Master International Deliveries
With over half (52%) of shoppers seeking products from international retailers, there is a growing demand for seamless global shipping solutions. However, international deliveries remain a significant challenge for many retailers, with shipping issues often cited as a key barrier. nShift’s guide suggests that mastering international logistics is vital to retaining customers who shop globally. - Offer Greater Delivery Choices
Customers increasingly expect flexibility and choice at the checkout. nShift advises retailers to offer a variety of delivery options, including more sustainable choices and out-of-home delivery services, such as collection points or lockers. By providing customers with the ability to choose their preferred delivery method, retailers can enhance the overall shopping experience.
nShift’s research also shows that retailers can reduce delivery costs by over 30% by shopping around for the best delivery rates. These savings can either be passed on to customers or used to improve profitability, without compromising the customer experience.
To manage the complexity of these strategies, nShift recommends retailers work with multiple carriers. This not only increases capacity during peak shopping periods but also ensures customers are offered real choice and flexibility when it comes to delivery.
nShift’s DMXM suite offers a comprehensive solution, combining enterprise-level delivery management with access to over 1,000 carriers and customer-facing applications. This end-to-end system supports retailers in scaling their delivery operations from checkout to doorstep, ensuring a smooth and efficient process that enhances the customer experience.
As retailers prepare for Black Friday, nShift’s guide provides them with actionable insights on how to turn peak-season shoppers into loyal, long-term customers by prioritising a high-quality delivery experience.
The full guide, Turning Black Friday Bargain Hunters into Life-long Customers: Three Ways that a Multi-Carrier Delivery Experience Can Drive Customer Loyalty During Peak Season, is available for download on nShift’s website.