One thing that consumers don’t realize when they place an order online is the amount of effort that goes into the preparation and delivery of their purchase. As consumers, you add the item to your cart, hit buy, and somewhere someone is taking your product and preparing it for shipment. Depending on the brand and distributor, consumers can receive their goods within 24 to 48 hours. For some eCommerce brands, most of the costs are incurred because of last-mile delivery costs.
Post-purchase cognitive dissonance refers to the state of mind that a customer may experience that is related to a prior purchase. It is a widespread occurrence where a customer makes a purchase and begins to regret it thereafter. A simple example is where someone has decided to purchase a clothing item but then begins to think that the price was too high after the purchase is completed. The reasons for this feeling can vary, as both internal and external influences play a part. However, the defining factor is the sense of dissatisfaction or unease surrounding the purchase.
Fashion accounts for around 10% of human-generated greenhouse gas emissions mainly from the industry’s production, manufacturing, and transportation, but even consumers accustomed to the comfort, accessibility, and speed of fast-fashion and home-delivery are paying attention to the sustainable practices of their favorite brands. In the last decade, designers have taken a big step back to get a better look at fashion’s footprint, and it’s led many designers to re-evaluate their supply chains, delivery services, and business models to minimize the environmental price-tag of their clothing.
Subscription box businesses fear one thing most — CHURN. With exceedingly high customer acquisition costs, these companies will do anything to decrease customer drop-off and increase LTV. Not only does churn hurt subscription brands economically, but it also lowers the quality of boxes as data is collected from fewer sources. So how can subscription companies reduce churn? Hint: it’s last, but not least!
The best brands are just like best friends. You love to be around them, trust them with your juiciest secrets, and always have them on the top of your mind. With so many direct-to-consumer brands competing for customer loyalty, it’s the brands that develop #realbonds with customers that stick around for the long haul. In celebration of Best Friends Day, here are a few of our favorite DTC brands taking the consumer-brand relationship to the next level. These brands are about far more than selling products to customers; they’re about building #realbonds with real people through personalization, open communication, and good times.
With online shopping at an all-time high, providing an outstanding customer experience has never been more important for DTC brands. COVID-19 has reiterated how critical it is for brands to seamlessly embed technology into all stages of the customer journey. From operational efficiency to full visibility for both brands and customers, data-driven technology is no longer a nice to have; it’s a must have for brands that intend to stick around.
As eCommerce continues to grow, DTC brands are experiencing unprecedented peaks in online sales. This means that more people do not get to test, try on, or experience products before purchasing them. As a result, many brands see that displaying a clear return policy increases not only the number of online customers but also the number of satisfied customers. A definite return policy is one of the most critical elements in almost any business. Having a return policy gives customers a sense of trust from the company they buy from and its’ products. According to a Harris Poll, 91 percent of consumers feel that a business’s return policy greatly influenced their purchase. So, by establishing a coherent system, your business can experience more customer satisfaction.
This piece was first published in TotalRetail on May 7, 2020.
COVID-19 has brought new challenges to every aspect of life, and at the same time creating opportunities and momentum for new trends and innovations. In an age of social distancing, D-to-C brands are deprived of their routine face-to-face interactions with customers. While a myriad of products are available online, creating differentiation and providing value to the customer is even more challenging when physical interaction cannot play a role in the purchase experience.
While trends come and go, a fast and reliable last-mile is always in style. Fashion brands everywhere are seeking last-mile solutions to optimize efficiency, increase sales, and boost retention. How can your fashion brand stand out from the crowd? We’ve got just what you need! Check out Bond’s bold last-mile services to give your customer experience that extra oomph.
Grab those pitta chips, it’s time to celebrate hummus! With so many flavors and spices, hummus is more than just a dip — it’s a way of life. In honor of International Hummus Day, we reached out to Ohad Fisherman, Founder of Hummus Joonam, to chat about all things chickpea related. Read on to discover how this DTC brand stays connected to its customers in the age of social distancing, and how same day delivery has boosted their customer experience.