Neopost Shipping report highlights need for shipping to contribute to customer experience (CX) with 98% of young consumers abandoning their carts online due to shipping-related friction
PARIS, Sept. 6, 2018 /PRNewswire/ -- Neopost Shipping, a leading global supply chain technology solutions provider, today published a report, 'Great Expectations: Shipping, CX & Gen Z' that underlines the influence that shipping has on e-commerce conversion and retention. The report features survey data from retailers and online consumers in four countries: United States, United Kingdom, France and Australia.
"Gen Z is changing the e-commerce playbook by challenging retailers to elevate the customer experience. Shipping is a key element of online shopping, so retailers who are adept at working through its complexity to leverage it as a revenue-driving CX tool will reap great returns," said Matthew Mullen, Senior Vice President Americas at Neopost Shipping.
Key findings of the report include:
"Gen Z is instant gratification personified," said Mullen, "In a market where the likes of Amazon are pushing the boundaries on what a great shipping experience looks like, retailers rarely get a second chance with young and savvy consumers who won't think twice about abandoning brands that cannot provide the shipping choice and convenience they desire.
"It's a known fact that shipping and fulfillment can be operationally challenging for many retailers. Instead of taking on the burden of building everything from the ground up, leverage the supply chain innovations that are in the market – such as updating your technology stack with a shipping software platform, trialling smart parcel lockers, and accelerating the process of getting online orders out the door with automated packing machines," Mullen said.
The 'Great Expectations' report includes new insights on how shipping can motivate or detract Gen Z from online shopping, why shipping can drive Gen Z to abandon cart and buy from a competing retailer, what retailers can do to convert and retain Gen Z through shipping, and how marketplaces like Amazon are winning Gen Z over with their approach to shipping.
About the report
Download the report 'Great Expectations: Shipping, CX & Gen Z' for more information: bit.ly/GenZGreatExpectations
About Neopost Shipping
Neopost Shipping helps retailers, carriers, and postal operators streamline the shipping and fulfilment process with supply chain technology solutions that put customers at the heart of the delivery experience. Neopost Shipping offers multi-carrier shipping and tracking software, smart parcel lockers and automated packaging machines for mid-market to enterprise businesses.
Neopost Shipping is headquartered in Paris, France with Europe, North America and Asia-Pacific regional operations. Four multiple award-winning brands operate under it: ProShip, Temando, Packcity and CVP-500. Neopost Shipping is a division of Neopost, a world leader of digital communications, supply chain management, and mail processing solutions founded in 1947. shipping.neopost.com
Media enquiries
Name: Sheeda Cheng, Head of Brand, Neopost Shipping
Telephone: (61) 405 591 944
Email: media@neopost.com