If you want to build a solid , successful e-commerce business – you should first think about the following four KPI’s :
Speed. Generation Z & Y prefer fast brands – quick navigation, one or zero clicks for order, quick delivery and quick response if something goes wrong. Once people have experienced free and fast shipping in their personal transactions, they expect the same in their business transactions. Many E-commerce companies are turning to advanced e-commerce logistics software to adapt to these customer expectations. In doing so, they position themselves as a fast brand . on top of that they offer customized delivery options to customers, giving them the power to weigh out cost versus time. The combination of speed and personalization is the key factor for successful e commerce businesses
Trust building & Reliability. In the digital age , brand is based on Trust and value. Failure to meet delivery expectations will result in customers looking elsewhere. Sometimes, circumstances outside the shipper’s control threaten to derail shipments. With the help of advanced e-commerce logistics software, companies can proactively reroute deliveries around weather events or other extenuating circumstances.
Friendly return process . 83% of buyers want free returns, and 55% check return policies before purchasing. Not every company can offer free returns, but those that can will gain a competitive advantage. However, any returns, and free returns especially, can be complex to manage. Again – this parameter is also part of building trust that leads to repeat buying and loyal customers.
Traceability. This one is also part of the trust building process, If customers routinely check shipping updates on small purchases, they’re even more likely to demand traceability for their purchases. Providing real-time tracking is more than just a service for peace of mind. It’s also an opportunity to upsell customers – which is also based on the same two pillars – Trust and Value.