How to drive customer satisfaction with last-minute holiday shoppers

How to drive customer satisfaction with last-minute holiday shoppers

November is here, but many customers have yet to embark on their holiday shopping journeys.

According to Statista, 40% of customers do not begin holiday shopping until December. And even amongst folks that do get an early start, 62% of shoppers say they will buy gifts the week before Christmas. (Fortunly, 2021)

Ecommerce has ushered in an era of procrastination shopping– customers eagerly look to their favorite brand websites for last second gifts and sales. But cutoff times enforced by conventional carriers can prevent retailers from delivering timely holiday orders. Missed holiday orders create disgruntled customers– customers that may not order from your brand again.

If a conventional carrier is able to offer brands expedited shipping, they impose costly rush fees. These expensive rush fees, likely passed to your customer, can also drive a poor customer experience. Unhappy customers may or may not give your brand a second chance. 

At Veho, we do things differently. 

We start with the customer experience. We believe (and the data agrees) that delivery and return experiences impact satisfaction, retention, and loyalty. Our recipe for driving positive customer experiences during peak includes four key factors:

1.) First, speed and dependability: Your last-minute shoppers can rejoice. We offer next-day and two-day delivery options, even during peak season. Our >99% on-time delivery track record speaks for itself. Expedited, on-time delivery drives our 4.9/5 CSAT score. 

2.) Second, longer order windows: More time for procrastinating customers to buy more. Veho allows retailers the ability to extend cutoff dates for their customers by up to 3 days beyond national carriers (by allowing packages to hit our network later). Longer customer order windows drive more last- minute purchases and volume in carts. By offering a longer window for holiday delivery, Veho differentiates your brand from the competition and drives customer delight. In short, extended cutoffs drive satisfaction, additional holiday volume, and revenue for your brand.

(a) If the package has a 2-Day SLA, the cutoff date is 12/22, and it will be delivered on 12/24.*

(b) For 1-Day SLA, the cutoff is 12/23, with delivery on 12/24.*

3.) Third, proactive communication: Holiday deliveries can make even the calmest customers a bit antsy. Our two-way sms, 4 hour delivery window, and photo proof of delivery ensures customers are always in the loop. This is how we truly elevate the customer experience during peak season: every delivery is personalized, and every package matters. 

4.) And last, we stick to our reliable and consistent delivery windows: At Veho, we understand the importance of honoring service level agreements. Brand packages will follow normal SLA schedules according to our contract, even during peak. Rest assured that your customers will receive their orders on time.

In addition to driving performance metrics and customer satisfaction, we take pride in our ability to offer simple and transparent rates. Our partners enjoy competitive pricing: lower rates than nationals, and no residential or weekend surcharges. Think national ground prices with 2-day cutoffs

Don't let national carrier cutoffs, holiday surcharges, and poor delivery experiences impact your customer satisfaction during peak season. Partner with Veho to drive an exceptional holiday delivery and returns experience for your customers at a fraction of the cost.

*for applicable markets.

Contact us today to learn how Veho can help you transform your peak shipping experience.

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