How Retailers Lose Customers in Just 5 Clicks (and What to do instead)

In today’s competitive retail landscape, customer loyalty is a valuable asset. However, it only takes a few clicks for a retailer to lose a customer forever. 

In this blog post, we’ll explore the potential pitfalls that can lead to customer dissatisfaction and drive them away. Specifically, we’ll delve into issues related to shipping, delivery, and overall customer experiences. Let’s uncover the crucial mistakes that retailers should avoid to maintain a loyal customer base.


A lack of Shipping Options:

The first step towards losing a customer begins with inadequate shipping options. Customers expect convenience and flexibility when it comes to receiving their purchases. Failing to provide multiple shipping methods, such as express or standard delivery, limits their choices and may lead them to seek alternatives. Furthermore, unclear shipping policies, undisclosed fees, or extended delivery timeframes can quickly frustrate customers and prompt them to abandon their shopping carts.


Unreliable Delivery Services:

Even if a retailer manages to offer various shipping options, the customer experience can still falter due to unreliable delivery services. Late or damaged deliveries can irreparably harm the retailer-customer relationship. Consistent delivery mishaps can leave customers feeling dissatisfied, questioning the retailer’s reliability, and ultimately driving them towards competitors who can fulfil their expectations.


Inadequate Customer Support:

Effective customer support is a critical aspect of any successful retailer-customer relationship. Unfortunately, many retailers fall short in this department. Slow response times, unhelpful or uninformed support agents, and difficulty reaching a real person can infuriate customers. When faced with such obstacles, customers are more likely to abandon their loyalty to the retailer and explore alternatives that offer prompt and efficient customer support.


Subpar User Experience:

User experience (UX) plays a significant role in customer retention. A poorly designed website or a clunky mobile app can lead to frustration and confusion for customers. Difficult navigation, slow page load times, or a convoluted checkout process can create unnecessary hurdles and discourage customers from completing their purchases. Retailers must prioritise a seamless and intuitive UX to retain their customers and foster long-term loyalty.


Ignoring Customer Feedback:

Customers appreciate being heard and valued by the retailers they patronise. Ignoring customer feedback, whether through reviews, surveys, or social media interactions, can create a sense of indifference. When customers take the time to provide feedback, they expect acknowledgement and appropriate action. Retailers who dismiss or neglect customer feedback risk losing their trust and loyalty. On the other hand, actively addressing concerns, implementing improvements, and demonstrating a commitment to customer satisfaction can strengthen the relationship and ensure long-term loyalty.


Key Takeaways

In today’s fast-paced digital world, retailers must be vigilant in understanding and addressing the needs and expectations of their customers. The journey from loyal customer to lost customer can be surprisingly short—just five clicks away. By focusing on reliable shipping, efficient delivery, exceptional customer support, seamless user experiences, and active engagement with customer feedback, retailers can maintain strong relationships and retain their valuable customers. Remember, the key to success lies in recognising and rectifying potential pitfalls before they become customer deal-breakers.

Don’t let a bad experience with your brand lose you business. With Shippit, you can create a positive delivery experience and show your shoppers how it feels to receive a long-awaited item with unmatched retail experience. Check out some examples of our branded tracking page, notifications, labels and pack slips to start or get in touch for a demo today.