It’s the time of year when retailers are most focussed on shipping orders, but the post purchase experience is just as important as winning the sale. Today we speak to Shipup’s CEO Agop Ashjian, to discuss insights gleaned from research of 2000 UK shoppers.
Agop finishes the interview emphasising that shoppers like bad news…. that is to say they’d very much prefer good news with accuracy of shipping notifications, but proactively conveying bad news of any delay or errors in the delivery is better than no news and leaving them frustrated, wondering what’s happened to their order.
In this video you’ll find:
- 00:00 Introducing Shipup’s CEO Agop Ashjian
- 01:18 Consumer insight – Why accuracy is more important than speed
- 03:15 Why proactive intervention is essential
- 06:14 Carrier delivery notifications and interventions
- 08:30 How to capitalise on post purchase data analysis
- 11:00 Planned delivery dates to become more mainstream
- 12:47 Returns enhancements for 2024
- 15:21 Why bad news is better than no news!
