Reporting on a new study by shipping and fulfillment software provider Auctane and independent consultancy Retail Economics, this INSTORE Magazine article stresses the importance of every step of the buying experience.
That includes the pre- and post-purchase experiences, especially those surrounding shipping and returns. Cost-conscious consumers have come to prefer free shipping to fast shipping, and they prefer merchants offering free returns. The shipping and returns processes should also be streamlined and simple, with fast, clear communication, including tracking information, every step of the way. This can be a problem for some merchants, as 66% of those surveyed do not offer free shipping.
In order to attract and retain consumers feeling the strain of inflation and high prices, merchants must optimize their operations to save money elsewhere in order to continue to offer free shipping and returns.
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