The modern UK consumer is becoming increasingly demanding – they want lower prices, immediate solutions to their complaints and answers to questions via social media, and their on-the-go nature means that a mobile-responsive website was recently a major hurdle for many businesses.
But this type of customer likes to remain in control, so the number one concern which is likely to take over in 2016 is the final leg of their shopping journey: the delivery. Have you considered your delivery journey recently? Find out these changes to the UK shopper, and the knock-on effects to nationwide businesses and courier services.
The Always-Online Age
Over the last few years, the customer has come to expect a flawless experience online whenever they shop. Whether that’s for business or pleasure, they have a lot of high expectations about their online experience, but this has had a huge impact on what they expect from their delivery service too, forcing courier services to re-think their traditional strategies.
For one thing, convenience is king; there has been a rise in the sheer volume of click and collect orders recently to the point where companies have had to consider whether or not it is financially viable. John Lewis were a great example of this, as they had to bring in a £2 charge last year, when an order was under £30.
There is definitely a need for businesses to accommodate this new trend in delivery service, and look at what they can do to improve the overall experience and convenience of their offering.
Security Is Everything
One way of improving service is to address some of the concerns surrounding courier services and improving the consumer experience, creating a much stronger reputation in the eyes of this review-hungry customer. Over the past couple of years in particular, there has been a steady increase in the number of “lifestyle couriers” who can charge less for delivery, but who inadvertently drive down the prices for regulated self-employed couriers who have higher overheads. However, by going with the latter and other professional companies, you are guaranteed a greater service, while your customers reap the benefits.
From the consumer perspective, they get to pick a slot for their goods to arrive when they know they’ll be home to receive them, while for business clients, they can be safe in the knowledge that their high-value contracts and other documentation will arrive in pristine condition, and on-time. That’s why companies like TNT UK offer trackable services, so the always-online customer is always up to date.