The relationship between logistics and customer experience

In recent years, the logistics sector has had to cope with a significant increase in the turnover of goods, mainly due to the growth of E-commerce sales.

The latest European report on e-commerce highlights that online shopping is growing at a rate of over 10% per year, with more than 75% of users, according to Eurostat, having made an online purchase in the last year. However, these results are not only the result of changing consumer habits and new shopping trends, but also of increasing attention to the user experience: companies have in fact invested significant resources to shorten the distance between the seller and the buyer and are increasingly buying online. satisfactory and efficient in all its stages, including those related to delivery operations. Optimizing the user experience in e-commerce businesses means not only being able to resolve customer problems in a timely manner, but also taking effective care of warehouse management, the online store browsing experience, a clear and effective return policy; in other words, it means building and managing an integrated and holistic process that encompasses every aspect of the transaction. Companies have worked diligently in this direction, trying to make the navigation of online portals efficient and pleasant, also from an aesthetic point of view. But how can e-commerce logistics improve the customer experience and help make the entire sales process satisfying and profitable?

Here are the main tools and activities that need to be implemented to improve the customer experience in online shopping. Companies have been working hard in this direction, trying to make the navigation of online portals efficient and pleasant from an aesthetic point of view. But how can e-commerce logistics improve the customer experience and help make the entire sales process satisfying and profitable?

The role of logistics in E-commerce

It is now unquestionable that accurate and efficient logistics contribute decisively to the distinctiveness of the e-commerce customer experience. In fact, online shopping is now a consolidated practice for consumers of all ages, who are increasingly careful in choosing their retailer, not only by choosing the most favorable offers, but also increasingly preferring precise and reliable service. In this context, logistics in particular allows for the improvement of the e-commerce customer experience through:

Accurate information on delivery times : Online shopping implies greater customer trust in the seller, as the goods purchased are not immediately available after payment: the first step in building this relationship concerns the security of delivery times. Brands that sell online can take advantage of increasingly accurate and precise services and provide their customers with increasingly detailed information that meets their needs. Logistics companies have adopted processes for automating shipments, automatically creating tracking labels and other procedures that can streamline each process and guarantee fast, increasingly accurate and personalized deliveries, also through notifications on the different delivery statuses of the goods.

Careful packaging : The logistics sector today allows you to ship almost any type of goods: this is not only due to the optimization of the supply chain, but also due to the quality of the packaging used. This aspect, which apparently only responds to the practical need to protect the goods, is becoming an increasingly strategic factor because it says a lot about the brand. Careful packaging, with refined materials specifically designed to protect the contents during the delicate stages of transport, adds value for the customer. Furthermore, the attention to detail in packaging is a signal that can express the company's philosophy in the best possible way: eco-sustainable packaging, made of professional materials, not only allows the item to arrive intact at its destination, but

Order Tracking : Optimizing the customer experience in e-commerce logistics necessarily involves an effective tracking service that can inform and reassure buyers that the shipment is being handled by professionals. This is perhaps the most important point for improving the relationship between sellers and consumers: knowing how to anticipate customer needs and promptly provide a shipment tracking service that promptly communicates any changes or delays can earn the trust of buyers and represent a strength compared to the competition. In order to keep customers informed, it is also possible to use platforms that offer automated services that can provide real-time data related to the location of the goods, their status and delivery forecasts. In this way, not only will the customer be fully satisfied, but also to effectively manage the shipping and packaging processes associated with your e-commerce, rely on MBE solutions and improve the customer experience with professional services that can anticipate your customers' needs. 

Thanks to  MBE fulfillment solutions,  you will be able to manage aspects of your business related to logistics and shipping and take advantage of the specialized support and experience of your reference MBE center, saving time and resources that you can devote to improving other aspects of your online store.