Growing up in the age of e-commerce has taught this key demographic to expect fast delivery, omnichannel support, and affordable rates for their online retail purchases.
No matter what you sell, it helps to know how to appeal to your key demographics. Whether you primarily operate in the B2B or B2C spaces, the most strategic retailers understand the ways they can tailor the customer experience to drive sales now and boost loyalty in the future.
When it comes to online retailers, adjusting your e-commerce game plan is a must. This is especially important for businesses that hope to draw young, digitally savvy customers who have a firm control of the digital landscape.
Today, that primarily means millennials, a generation of internet users who have grown up with e-commerce marketplaces such as Amazon as a given. Capturing their business is key, especially since more millennials shop online than Generation X, Baby Boomers, and senior citizens.
But what does it take to meet millennials’ online shopping needs? For e-retailers, it’s all about maximizing delivery timelines, providing omnichannel support across platforms, and keeping costs down at the same time.
Meeting Delivery Expectations
Having grown up with online shopping, millennials expect to receive their orders quickly. In fact, a study from Radial reveals that 39.7% of them consider delivery timelines their top priority when it comes to e-commerce. With the same research showing that 33.5% of millennials have reported feeling frustrated by delays and drawn-out fulfillment processes, it’s clear that shippers have a small margin for error if they hope to impress this valuable age group.
In order to retain the business of millennial shoppers, e-retailers should consider how free shipping and fast-paced distribution fits into their business model. With Amazon Prime offering two-day shipping at no additional cost to subscribers, the competition is fierce. Finding a balance between quick delivery at no significant cost to customers is easier said than done, but that doesn’t mean that businesses have to go into the red to do it.
Providing Omnichannel Support
When it comes to shopping, millennials do their homework. Even if they’re in a physical store, they’re likely to research products online and compare prices. Indeed, a report from eMarketer shows that nearly all millennial respondents reported researching products online before making a purchase at a brick-and-mortar location.
Accordingly, it’s up to shippers to provide the omnichannel support that millennials expect as they prepare to make educated purchases. This means integrating platforms so that carts, user profiles, and product information are standardized and consistent wherever millennials choose to shop. By providing a seamless experience, you can make it more likely that customers come back for more.
Managing Logistical Costs
Because this demographic has grown up alongside the e-commerce model, they expect affordable shipping as a given. The Radial study even shows that 20.6% of millennials feel that added costs aren’t worth expedited delivery. Instead, they’d rather those costs be baked into reasonably priced products with competitive delivery timelines.
While larger retailers may have the resources to offer expedited delivery, omnichannel support, and competitive rates, it can be challenging for small and mid-sized shippers to offer these features independently. Rather than go it alone, modest e-commerce companies can work with third-party logistics (3PL) partners in order to control costs without sacrificing customer service. By tapping into an established shipping and logistics infrastructure, shippers can provide top-notch online support to their patrons without making costly capital investments to do it.
With more than twenty years of experience in shipping and logistics, Primary Freight has the resources businesses depend on to succeed in the e-commerce economy. If your business wants to meet the key needs of your online shoppers — especially digitally savvy millennials — it helps to have tried-and-tested logistics professionals in your corner. With our top-of-the-line facilities, sophisticated management software systems, and award-winning team, we’ll be there to help your business scale confidently and cost-effectively.
To learn more about Primary Freight’s award-winning shipping and logistics services, give us a call today at (800)-635-0013.