How important is the parcel delivery experience to your e-commerce customers? In a world of endless online choice, the final step in the journey, the delivery itself, is often the most memorable. It’s your last chance to make a great impression, a moment that can make a customer for life, or send them looking elsewhere.
In a recent survey of more than 6,000 European customers, Amazon Shipping set out to understand just how crucial that last impression is. The results speak for themselves.
Our research revealed that 44% of frequent online shoppers have cut ties with a retailer due to poor delivery experiences. For a growing business, that is a number you cannot afford to ignore. The delivery is a critical moment that can earn or lose customer loyalty in a single interaction.
From a 1-star rating to 25% repeat business
An excellent delivery experience is a fast lane to building a loyal customer base.
Take the e-commerce brand Nature Spell. They were getting their manufacturing and marketing right, but as Managing Director Sach Gulati said, “Our shipping partners were letting us down and our business was suffering.” Their Trustpilot score had fallen to just 1 star, a direct hit to their brand’s reputation.
That’s when they turned to Amazon Shipping. By providing a reliable service, we helped them boost their on-time delivery from 76% to over 98%. Their Trustpilot score soared to 4.2 stars, and more importantly, they saw a 25% repeat purchase rate.
Nature Spell’s story shows that the right shipping strategy is about more than just moving boxes. It is about building your brand. Here are three ways they turned their delivery experience into a brand asset.
1. They gave their customers peace of mind
When your brand reputation is damaged, the first step to rebuilding it is providing transparency. For Nature Spell, the post-purchase period was critical. They needed to turn a customer’s potential anxiety into confidence. Easing that anxiety is the first opportunity to build trust. When you provide visibility, you’re telling your customers that you have everything under control.
This is where proactive communication becomes a brand-building tool. With a simple tracking link, Nature Spell could show customers where their parcel was every step of the way. With photo on delivery, they provided visual confirmation that a package had arrived safely. This cut down on the number of customer service emails and, more importantly, showed customers they were a brand that could be trusted.
2. They started keeping their brand’s promise
Nature Spell’s core problem was broken promises. When you tell a customer their order will arrive on a certain day, your brand’s reputation is on the line. To fix their 1-star rating, they had to start meeting those expectations, every time. To do that, they needed a shipping provider that operated on a foundation of reliability.
For any business, warehouse space is a premium, and a Friday afternoon surge can quickly lead to a weekend bottleneck. For Nature Spell, every one of those delays chipped away at their reputation. With pickups and deliveries seven days a week at no extra charge, they found the consistency they needed. Having a logistics network that operates every day meant they could keep their promises, even on orders placed over the weekend. This allowed them to keep their warehouse clear, keep their packages moving, and, most importantly, keep the promises they made to their customers.
3. They turned challenges into opportunities
Delivery snags happen. For Nature Spell, every snag was another crack in their customer’s trust. A great delivery experience isn’t just about what happens when things go right; it’s about how you respond when they do not.
This is where a proactive partnership makes all the difference. Instead of complex processes, they needed simple ways to make things right, fast. With Amazon Shipping, claims are simple to file, and you can get support through email, online chat, or by scheduling a callback. Being able to get quick answers from their shipping provider meant Nature Spell could give quick answers to their own customers, showing them that they cared and were there to help.
As Sach from Nature Spell put it, “Amazon Shipping builds relationships... When you can depend on a great delivery service provider, you proactively work together, hand in hand.”
Move forward with Amazon Shipping
Your shipping service is an extension of your brand. We’re here to take the weight of shipping off your shoulders so you can focus on what you do best: growing your business.
Get started with Amazon Shipping network today. We offer transparent rates based on volume, with no residential or weekend delivery fees necessary. Get in touch when you’re ready to take the next step.