We’re optimistic, though. Consumers are continuing to shop, but where and how they shop is changing. Not to mention expectations around delivery and delivery communication are higher than ever before. The key is to understand the modern shopper’s journey, from search to purchase. In ShipStation’s new research report, they uncover how to ensure a smooth shopping experience for every customer. 

Key Takeaways

• Hybrid retail is no longer optional. 
• Unified commerce is the future of ecommerce. 
• Out-of-home delivery options are seeing a rise in popularity. 
• Expectations around shipping notifications vary by generation. 

The evolution of retail

Retailers used to sell products through a single channel. Now, retailers need a unified approach across all platforms. In fact, 75% of shoppers will have both physical and digital touchpoints. This means focusing on a single platform is no longer an option. 

The past three decades of ecommerce can be broken down into four major eras. Each of these eras represents a milestone in the world of ecommerce. For this reason, revisiting the past of ecommerce helps us better align with the future. 

• Single channel (before 1992): Products were originally only sold through one channel.

• Multichannel (1993 – 2006): Retailers began selling products across multiple channels. This included both physical and digital spaces. 

• Omnichannel (2007 – 2022): A seamless shopping experience across devices and platforms. 

• Unified Commerce (2023 – present): A consistent shopping experience across platforms and touchpoints. This is an expansion of omnichannel. 

Know your audience

With ecommerce shifting to a unified approach, knowing your customer base is crucial. Shoppers fall into one of two groups: digital natives and digital adopters. Digital natives are under 45 and include Gen Z and Millennials. Digital adopters are those over 45 and include Baby Boomers, Gen X, and older Millennials. 

In addition to digital natives and adopters, ShipStation created five buyer personas. These personas include: 

• Online-First Flexers (33%): These are shoppers who favor out-of-home delivery and return options. This group also tends to shop online more than in-store. However, they love convenience and a variety of products and services. 
• Store-First Flexers (21% – typically older consumers): These are shoppers who primarily browse online but prefer to purchase in-store. 
• Omnichannel Maestros (19% – younger digital natives): These are shoppers who shop both online and in-person and also utilize out-of-home and home delivery options. 
• Online-Only Shoppers (16% – Millennials and Gen X): These are shoppers who only shop online. They also opt for home delivery and carrier pickup/drop-off return options.  
• Store Loyalists (11% – over 65): These are shoppers who only purchase products in-store and prefer physical retail. 

Customer segmentation

Identifying your online consumer base can be tricky. With ShippingEasy, you can see when, where, and how shoppers are buying products. This information is valuable because it helps your business understand the buyer’s journey. 

For example, say you notice most consumers are shopping from their phones. You can then optimize your website for mobile. Or, say consumers are purchasing more products in the morning. You can then send out promo codes earlier in the day. A little insight into a shopper’s journey goes a long way. 

Browsing vs buying

Imagine that you need to buy a new lamp. Where’s the first place you turn? A search engine or social media, right? Consumers are following the same pattern. 57% of digital adopters and 53% of digital natives use search engines for product research.

However, there are two big differences to note: 

• 37% of digital natives said they use social media for product research. Only 10% of digital adopters agreed. 
• 7% of digital natives said they use AI/chatbots for product research. Only 1% of digital natives agreed. 

These differences show how unified commerce is vital to your business growth. Digital natives and digital adopters are using different mediums for their browsing. This means your business needs to focus on social media and optimization.

Online vs in-store browsing

Where shoppers browse and buy depends on the vertical. For example, 34% of consumers mostly browse for DIY and gardening products online. However, 40% said they mainly buy those same products only in-store. 

Compare this to furniture and housewares. 38% of consumers said they mostly browse online for these products. However, 28% said they only buy furniture and housewares in-store. Another 28% said they mostly purchase these products in the store. But, they sometimes make online purchases. Take your products into consideration when perfecting your selling strategy. 

Tips for avoiding cart abandonment

Browsing allows your business to reach more shoppers. The catch is that shoppers need to complete their purchase. Here are a few tips to help avoid cart abandonment: 

• Provide multiple delivery options. 
• Make your website easy to navigate.
• Offer free shipping over a specific threshold. 
• Be transparent about additional fees upfront. 
• Include a clear and concise returns policy for shoppers. 
• Simplify the amount of clicks/screens in your checkout process. 
• Add an FAQ section to your website so shoppers don’t need to contact support.

Meet your customers where they are (literally)

2024 is all about meeting your customers where they are, be it online or in physical spaces. And honestly, your business needs both a physical and digital presence. Consumers are browsing both buying online and in-store. That’s why having both a storefront and an online marketplace is essential. 

Retail is shifting to a hybrid experience. Additionally, retailers have reported a “halo effect” when opening new locations. The halo effect is when retailers see increased online sales when a new location opens in that area. So, a physical store is worth the investment

Alternatives to renting or buying a storefront

We understand that buying or renting a storefront may not be possible. The past few years have been tumultuous for ecommerce retailers. It’s okay to remain cautiously optimistic. While it’s important to have a physical space, there are other ways to incorporate hybrid retail.

If you can’t afford a storefront, you can show your products at:

• Fairs 
• Markets
• Bazaars  
• Special events 
• Stalls in stores with multiple retailers 

Also, some stores and service-based businesses will allow small displays in their spaces. You can even connect with other businesses in your area online. Use this opportunity to see if they’re interested in sharing the cost of a space. Splitting the cost of a storefront is cheaper and still gives you the option for hybrid retail. 

Delivery options matter

When it comes to delivery, home delivery still reigns supreme. In fact, 77% of consumers stated they preferred home delivery for nonfood goods. But, there are still geographical and generational factors to consider.

86% of Boomers prefer home delivery, while only 60% of Gen Z prefers home delivery. Another key factor lies within location. 79% of those in rural areas prefer home delivery. However, 67% of those in major cities prefer home deliveries. 

Out-of-home delivery options like Amazon lockers are also gaining popularity. Out-of-home delivery is convenient to those in larger cities and towns, in particular. Shoppers can easily pick up packages while running errands or on their lunch break. This way, packages aren’t left unattended and run the risk of porch piracy.  

Shipping insurance

Whether home delivery or out-of-home delivery, it’s always good to add security. Most carrier services provide insurance or declared value. But, higher-cost items need more coverage. That’s why ShippingEasy partners with Shipsurance. 

Shipsurance provides additional coverage on eligible shipments of up to $10,000. Simply select the amount of coverage needed when creating your shipping label. ShippingEasy customers don’t need to create a separate login account. Shipsurance also has a straightforward claims process. All claims are also paid out within 7-14 business days. 

Real-time communication is key

There’s a disconnect between shoppers and online retailers with shipping updates. 42% of online retailers think updates should only be sent after a package is shipped. However, 42% of shoppers said they’d like periodic updates with 38% stating they’d like daily updates. Shifting your communication strategy is an easy way to rise above the competition. 

Shoppers are also making their notification preferences known. 44% of consumers want real-time notifications for orders. Surprisingly, all four generations say email notifications are their preferred means of communication. 

Branded tracking

Shoppers prefer real-time email shipment notifications. It might not always be possible to provide real-time updates. But, you can provide customers with customized tracking links. This way, they can track their shipment as it moves through transit. 

Branded tracking sends customers automatic emails whenever their package is:  

• Confirmed 
• Given an estimated delivery date 
• Out for delivery 
• Delivered 

Consumers can also click the link included in the email for any additional updates. 

The ecommerce landscape is constantly evolving, and customer expectations are higher than ever. But, you can ensure your business delivers a winning customer experience. Understanding the history of retail and your audience helps you meet them where they are.

This report provides the insights and strategies you need to thrive in 2024. Don’t get left behind. Instead, unlock the secrets to ecommerce success. Download the full 2024 Ecommerce Delivery Benchmark Report today! 

The post Channel Surfing: Adapting Your Business for the Modern Shopper  appeared first on ShippingEasy.

UPS Access Point^® locations are local businesses that offer a convenient option for your customers to receive their packages at an alternate delivery location when they can’t be home to accept a delivery, or if they’re concerned about leaving packages unattended. While your business may be small, you can still compete with larger retailers with tools like UPS Access Point^® locations. 

How do UPS Access Point^® locations work?

UPS Access Point^® locations are convenient and secure locations that can be found in thousands of CVS, local Advance Auto Parts, Michaels stores, The UPS Store^® locations, and other neighborhood businesses. UPS My Choice^® members can log into their account anytime to redirect one or all of their packages to a preferred UPS Access Point^® location. Additionally, you can bring in pre-labeled packages for drop-off at UPS Access Point^® locations. 

We’ve included a graphic to show how you can utilize UPS Access Point^® locations for your business needs: 

Locating UPS Access Point^® locations

Your customers might find themselves out of town or in a part of town they aren’t familiar with. But, there’s no need to worry! You can use the location tool on the UPS website to help find the closest UPS Access Point^® location. All they need to do is simply enter their address and search for the nearest location. 

Weekend delivery options

When the weekend arrives, you don’t have to put your business on pause. UPS weekend pickup and delivery services can help you take more orders after your Friday pickup, turn inventory faster, and, best of all, create happier customers. 

With UPS shipping on ShippingEasy, you can enjoy: 

• Saturday pickups for all service levels – UPS offers Saturday pickup for all service levels.
• Commercial delivery on Saturdays – UPS offers Saturday commercial delivery.
• Residential delivery to more than 100 metro areas across the U.S. on Saturday at no additional cost for select UPS^® Ground Packages.**

*Saturday Ground pickup is available in the contiguous 48 states.

**Select UPS^® Ground packages with a committed delivery day of Monday or Tuesday may be eligible to receive delivery on the Saturday prior to their committed delivery date in territories eligible for Saturday Residential delivery.

International shipping with UPS on ShippingEasy

Have you been considering international shipping, but you aren’t sure where to start? UPS on ShippingEasy can help! UPS gives you: 

• The only ground service option available for small packages from the US to Mexico from a major US-integrated carrier. 
• Excellent transit time for air services to destinations across the globe.* 
• Up to 83% off UPS’s international services for eligible shipments.**

*Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient’s country. Additional charges for customs clearance is the responsibility of the recipient.

**Discounts off UPS daily rates. Rates are limited to shipping from the U.S. only. Rates and any applicable discounts are subject to change at any time without notice.

Life can be unpredictable. Sometimes, you need to run errands you didn’t anticipate, or you may be away from home longer than expected. The same goes for your customers. With UPS Access Point^® locations, you can provide customers with a secure and convenient option you’ll both appreciate. 

Make Shipping Easy with a 30-day free trial.

The post Create Great Customer Experiences with UPS Access Point® Locations   appeared first on ShippingEasy.

These are the same customers who may shop later this season because they’ve forgotten gifts or needed to adjust their budgets. Communicating shipping deadlines, applying shipping automation, and utilizing the shipping rates available in your ShippingEasy account will help ease the concerns of last-minute shoppers and increase the chance they’ll purchase from your business.

Trim your tree and your shipping cost with a 30-day free trial of ShippingEasy!

Communicate shipping deadlines

If you need a quick refresher, shipping deadlines are the last possible date an order can ship and arrive in time for Christmas. For example, a certain carrier service might require you to send a package by December 20 in order to account for the higher shipping volume. Communicating these shipping deadlines to last-minute shoppers is crucial. Adding popups on your website or creating email campaigns with reminders will keep shipping deadlines at the front of your customers’ minds. Also, this is a time when you shouldn’t be afraid to over communicate. The more reminders you can give your customers, the better! The last thing you want is for a customer to be grumpy during the most wonderful time of the year because their order won’t arrive in time for Christmas. 

Keep all of the US holiday shipping deadlines in one place with our blog.

Use shipping automation

The holiday shopping season is obviously the busiest time of the year for your business. But it shouldn’t be the most time-consuming! Applying a carrier service to each and every individual label could take until Easter. However, ShippingEasy allows you to batch labels, so you can speed up your shipping process. Batching labels lets you send all of your labels to the Ready to Ship page at the same time, so you can apply the packaging and services you need to all of your shipments instead of having to edit every single shipment individually. 

In addition to batching labels, we’d like to introduce you to Shipping Rules. If you aren’t familiar with Shipping Rules, we’ll give you the rundown. Shipping Rules are If/Then statements that automatically apply certain conditions to your orders. For example, if you have a certain group of orders that will all be shipped with Priority Mail^Ⓡ, you could create a Shipping Rule to automatically apply the service to your orders. Santa may have to check his list twice, but your Shipping Rules should apply the first time. 

Learn more about Shipping Rules in our Shipping 301 blog!

How do the rates I get with ShippingEasy help me with my holiday shipping costs?

As we mentioned earlier, our study found that 39% of customers are concerned about higher shipping costs this holiday season globally. This means customers are less likely to buy from your business if your shipping costs are higher. But don’t panic! ShippingEasy merchants can save up to 89% on USPS^Ⓡ rates and through UPS^Ⓡ on ShippingEasy can save up to 82% off international services, 73% off Next Day Air^Ⓡ and 2nd Day Air^Ⓡ services, and 78% off UPS^Ⓡ Ground services*. Lower shipping rates for your business mean lower shipping rates for your customers. And, a lack of increased shipping rates might be the deal that those last-minute are looking for. 

*Discounts off UPS daily rates. Rates are limited to shipping from the U.S. only. Rates and any applicable discounts are subject to change at any time without notice.

For more information on our new USPSⓇ rates, check out our blog.

What are last-minute shoppers looking for in a holiday returns policy?

When your customers are purchasing gifts later in the season, one of the biggest things they’ll be looking for is an extended returns policy. Consider extending your returns window into mid or late-January. Also, it’s the holiday season, so the person requesting a return might not be the same customer who purchased the item. This gives you the opportunity to create an excellent customer experience for a brand-new potential customer. Read over your returns policy to confirm all of the information is correct and easy to follow. Who knows? You might gain two or more new customers just by extending your returns window and updating your policy wherever it needs to be. 

Find the answers to more of your holiday shipping questions in Shipping Unboxed: FAQs about Holiday Shipping.

Conclusion

Last-minute shoppers can actually be a really good thing. These customers give your business time to shine, so make it count! Communicate shipping deadlines clearly and repeatedly, so your last-minute shoppers know exactly how long they have to order. Use shipping automation and the rates in your ShippingEasy account to avoid any delays in your shipping process and to keep the shipping costs down for your customers. Check your returns policy for any incorrect information and consider extending your returns policy if possible. With all of these things combined, you’ll save the holiday season for your last-minute shoppers and keep everything merry and bright. 

Learn more about customer expectations this holiday season in our blog, Planning for the Holiday Shipping Season!

The post How to Prepare for Last-Minute Holiday Shoppers appeared first on ShippingEasy.

Question Quick Jump

1. What are shipping deadlines?
2. Should I offer free shipping?
3. What should I include in my holiday returns policy?
4. How can I prepare for potentially lost or damaged shipments?
5. Are insurance options important to holiday shoppers?
6. Should I update my website for the holiday season?
7. How can I offer my customers promo codes and other exclusive deals?
8. Why are holiday marketing campaigns important?
9. How can I organize my gift orders in ShippingEasy?
10. How do I talk to my customers about shipping delays, supply chain issues, and other obstacles?
11. What are some of the ways ShippingEasy can help me streamline my holiday shipping process?
12. How can I save on shipping and shipping supply costs during this holiday season?
13. Should I offer expedited or overnight shipping options for my customers?

Missed our other Shipping Unboxed posts? Check out Shipping Unboxed: FAQs about Tracking.

What are shipping deadlines?

What a perfect place to start! Shipping deadlines are the latest date you can ship a package and still have it arrive in time for Christmas. The holiday season has a higher shipping volume, so carriers need additional time to get packages delivered. It’s also a good idea to communicate these deadlines with your customers as soon as possible, so they know how much time they have to order gifts. 

Looking for this year’s shipping deadlines? We’ve got you covered!

Should I offer free shipping?

If you can offer free shipping during the holidays, we recommend it! Your customers may expect free shipping, or at the very least, free shipping over a certain threshold. Offering free shipping can also help your business compete with bigger marketplaces like Amazon. Free shipping might not be feasible for your business, and that’s okay! Consider adding a free gift or additional discounts where you can as an incentive instead. 

Learn more about how you can offer free shipping with our blog.

What should I include in my holiday returns policy?

The good news about holiday return policies is you can also use this as an opportunity to lay the groundwork for a solid year-round return policy. Confirm all of the information in your returns policy is accurate, and update any information that isn’t. The biggest thing to include for the holiday season is whether or not your return window will be extended. Also, check to see if your returns policy is easy to follow. The person who is returning the order might not be the same person who ordered it, and you have the potential to gain a new customer. 

Check out more tips for holiday return policies in Ecommerce Holiday Returns: What Customers Want!

How can I prepare for potentially lost or damaged shipments?

Way to think ahead! Be proactive and let your customers know to contact you immediately if a package arrives damaged. Tell them to take photos of the package and hang on to all of the packaging and items until you’ve filed a claim and received any compensation available. Also, encourage them to bring packages in as soon as they arrive if possible to avoid theft. 

Read more about shipping insurance in our blog.

Are insurance options important to holiday shoppers?

Our recent study with Retail Economics shows that 37% of customers are worried about lost or stolen packages this holiday season globally. With this much concern, it’s definitely worth offering carrier services with included insurance options and/or offering additional insurance options for customers. 

ShippingEasy merchants can purchase additional insurance options for shipments through our partner, Shipsurance. The cost of Shipsurance will vary, depending on the coverage you need, and it can be used for domestic and international shipments. Give your business and your customers more peace of mind this holiday shipping season, and provide insurance options at checkout.

Brush up on filing insurance claims with How to File an Insurance Claim with USPS, UPS, and FedEx.

Should I update my website for the holiday season?

Absolutely. The holiday season is the time to review every section of your website to see if your customers are getting the best shopping experience. Look at all of your products and walkthrough your checkout process. Here are a few questions to keep in mind: 

• Are all of the descriptions correct? 
• Are all of the items on your site in stock? 
• Is your site easy to navigate?
• How many clicks are there from the time you add something to your cart to the time you complete your order?
• Are your customer service channels easy to find?

Think about the things that you look for from a business when you’re online shopping. Your customers will most likely have the same expectations, so use this time to update your website wherever needed. 

For more tips and tricks on keeping your holiday customers, check out our blog!

How can I offer my customers promo codes and other exclusive deals?

Great question! You can offer your customers promo codes and exclusive deals through a few different channels. You can create a coupon for all customers to share on your social media or on the landing page of your website. This way, all of your prospective customers will have an immediate discount. However, you can also share coupons and deals with your loyal customers or customers you’d like to win back through email campaigns. These deals are more exclusive, so you can make your customers feel valued. 

Why are holiday marketing campaigns important?

Holiday marketing campaigns are one of the best ways to broaden your customer base during the busiest shopping season of the entire year. You can use social media, email campaigns, and videos to showcase your products and your small business. Also, it’s a wonderful time to get creative! Show customers why they should keep your business in mind for gifts during the holiday season and beyond. 

Get inspiration for your next holiday marketing campaign from our blog.

How can I organize my gift orders in ShippingEasy?

As long as your gift order is from an eligible store,* you’re able to filter your gift orders on the Orders page! You can also view gift messages from your customers and create a gift message on one of our packing slip or email templates where you can hide the cost of an order as well. 

*Amazon, AmeriCommerce, BigCommerce, Magento, PayPal, and Volusion 

Light up your holiday shipping with the help of ShippingEasy!

How do I talk to my customers about shipping delays, supply chain issues, and other obstacles?

Keeping an open and honest line of communication with your customers is key. Communicate any potential shipping delays or supply chain issues that might impact the delivery time of orders. Be honest about inflation and other factors that are affecting the increases in your product and/or shipping costs. Your customers will truly appreciate your honesty and proactive communication. 

Learn How to Communicate with Customers This Holiday Season with our blog.

What are some of the ways ShippingEasy can help me streamline my holiday shipping process?

We have many gifts for you, but we’ll focus on a couple! Shipping Rules help to automate your shipping process by automatically assigning criteria to your shipments. For example, you could create a Shipping Rule where a specific carrier service or packing slip template is applied to certain types of orders. Another feature designed to make your life easier is ConnectEasy. ConnectEasy is an app that allows you to automatically print your labels without having to go to your print queue first. Santa may have elves, but you have ShippingEasy. 

Find out more about ShippingEasy in Shipping Unboxed: FAQs about ShippingEasy!

How can I save on shipping and shipping supply costs during this holiday season?

Did you know you can order free shipping supplies from USPS and directly from your ShippingEasy account? You can even find refurbished thermal printers to step up your label printing instead of having to buy a brand-new one. In our blog round up, we’ve collected all of our blogs that feature free and discounted shipping supplies and the cheapest shipping options available to you.

Additionally, our recent study with Retail Economics found that 30% of customers are concerned about insufficient packaging globally. Opting for USPS supplies helps your business access sturdier packaging, keeping products safe and secure throughout their journey. This way, you don’t have to spend time during the holiday shipping season looking for ways to keep your tree and shipping budget in the green while trying to align with customer expectations.

You can find even more ways to save this holiday season over in our blog.

Should I offer expedited or overnight shipping options for my customers?

With Christmas falling on a Monday this year, it’s worth considering! A big holiday falling right after a weekend means your customers might be traveling and need their gifts to arrive at their destination when they do. Or, your customers just might need to order some last-minute gifts. If you’re able to offer expedited or overnight shipping options, you could save the day for last-minute shoppers.

Our recent study with Retail Economics found that 38% of customers are concerned about long delivery times this holiday season globally, so they’ll appreciate the extra efforts. Just keep in mind that some of these carrier services are also subject to shipping deadlines.

Sleigh your holiday shipping with a 30-day free trial of ShippingEasy!

The post Shipping Unboxed: FAQs about Holiday Shipping appeared first on ShippingEasy.