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1、Contents State of Shipping Report 2023Intro03Key Findings:5 Tactics to Help Merchants04Online Shopping Shows No Signs of Slowing06Fulfillment Costs Remain the#1 Key Concern for Merchants08Meeting Consumer Expectations in 202311Conclusion17About Shippo183Since the onset of the Covid-19 pandemic,drast
2、ic change has without a doubt been the only constant and in 2023,that con-tinues to be the case.Todays e-commerce landscape has not been immune,as market concerns have shifted from supply chain disruptions and delivery delays to changing consumer spending habits brought on by last years rising infla
3、tion and a looming recession:The Consumer Price Index rose 6.5%year-over-year from December 2021 to 2022.U.S.retail sales fell 1.1%in December 2022 the biggest month-over-month decline in a year.83%of e-commerce businesses are very concerned about the risk inflation poses to growth,and 82%say high i
4、n-flation is forcing them to cut costs.But its not all doom and gloom for e-commerce merchants this year.While consumers are poised to cut back on discretionary spending in 2023,they also promise to remain loyal to the brands that treat them well.We at Shippo recently surveyed over 2,000 e-commerce
5、mer-chants and consumers for our 6th annual State of Shipping Report,and found that this year while merchants certainly feel the crunch to optimize fulfillment costs there are plenty of opportunities to get creative with shipping and other strate-gies to satisfy customers evolving expec-tations with
6、out sacrificing their own profit margin goals.With this in-depth merchant and con-sumer survey data,we can foresee that while 2023 might not be another year of record-shattering e-commerce growth,it will provide merchants the chance to build more resilient businesses,find cre-ative ways to acquire m
7、ore customers,and turn first-time buyers into lifelong brand advocates.INTRO4KEY FINDINGS:5 TACTICS TO HELP MERCHANTSIMPLEMENT A MULTI-CARRIER STRATEGY AND BETTER TECH TO HELP DRIVE DOWN AND OPTIMIZE BUSINESS SPEND:By comparing more rates across a variety of carriers and service levels,you can ensur
8、e youre choosing the most cost-effective option for every order.If you havent already,2023 is a great time to explore a multi-carri-er strategy because of benefits afforded by increased ground competition,competitive pricing,and a variety of new service levels offered by carriers.A multi-carrier sol
9、ution such as Shippo can help you identify the most optimized choice when comparing cost,reliability,and service levels.In addition,streamlining label purchasing and other fulfillment workflows with better technologies and more automations leads to more efficient processes,optimizing for further sav
10、ings.PROVIDE A SEAMLESS E-COMMERCE RETURNS EXPERIENCE:Even if universal free returns arent financially feasible,providing a convenient returns experience can help you differentiate your business and meet todays consumer expectations to keep your customers coming back.OFFER PRE-AND POST-PURCHASE PEAC
11、E OF MIND WITH ORDER TRACKING AND INSURANCE:Help customers feel more confident in their purchases by protecting e-commerce orders with shipping insurance and keeping buyers in the loop with tracking updates at every step of the way,from purchase to delivery.INCENTIVIZE FREE SHIPPING THROUGH MINIMUM
12、SPEND THRESHOLDS OR LOYALTY PROGRAMS TO INSPIRE AND REWARD LOYALTY:Instead of offering this perk across the board,including free shipping after a certain spend threshold is met or as a loyalty perk can help you strike the right balance between meeting high expectations,while also saving more broadly
13、 on shipping costs by rewarding customers who shop and spend regularly.DRIVE MORE CONVERSIONS BY PROVIDING SHIPPING POLICY DETAILS AND FULFILLMENT OPTIONS UPFRONT:Communicating your shipping and e-commerce return policies clearly and upfront,and offering a variety of fulfillment options to suit diff
14、ering preferences,can gain consumer trust and inspire more confident purchases.5THE STATE OF SHIPPING 2023KEY FINDINGSThe#1 challenge for e-commerce merchants is the cost of shipping,and 44%spend over 11%of an orders total value on shipping.11%ORDERS TOTAL VALUE45%47%OF CONSUMERS45%OF CONSUMERSOF CO
15、NSUMERS 47%of consumers will spend a min-imum amount to get free shipping,creating an opportunity to meet expectations while increasing AOV(Average Order Value)About the SurveysMerchant data is based on survey responses collected through email from 1,191 e-commerce merchants spanning multiple retail
16、 categories,including apparel,food products,jewelry,and electronics.Consumer data is based on responses from 1,000 US-based e-commerce shoppers and was gatheredby a third-party survey platform.Both sets of data were collected from November 10-December 14,2022.While 45%of consumers said free return s
17、hipping is most important to them when purchasing an item online,roughly said its the ease of processing a return.45%of consumers want a retailer to let them know when an order is delivered,and 42%said their willingness to shop with a retailer again if a package is lost depends on how the merchant r
18、esponds to or resolves the issue.20%One place for e-commerce merchants to start saving on fulfillment costs is by exploring a multi-carrier strategy,which provides access to diverse benefits across carriers stemming from increased ground competition,competitive pricing,and a variety of new service l
19、evels.A multi-carrier strategy can help ensure each label purchase is optimized to meet your cost,service level,and reliability concerns and needs.HOW MANY SHIPPING CARRIERS DO YOU WORK WITH?68%2 to 4 carriers30%1 carrier2%5+carriers10Todays e-commerce merchants may be hindering their ability to opt
20、imize shipping costs by limiting the number of carriers they have access to at one time.The best-suited carrier to deliver a package can change depending on several factors including its weight,size,and the distance it will travel,and each carrier will offer different service levels and rates after
21、these factors are taken into consideration.Because of this,the only way to determine the most cost-effective option for any given e-commerce order is to compare all available rates across carriers in real time.While 68%of e-commerce merchants are utilizing 2-4 carriers,just shy of one-third are only
22、 utilizing a single carrier for every shipping need,and only 5%are using five or more.This showcases a broad opportunity for further savings by comparing more rates across more carriers and service levels businesses can ensure theyre choosing the most cost-effective option for every order.In additio
23、n,comparing multiple carriers and service levels allows you to choose options that provide more optimal time-in-transit reliability,which translates to a more delightful delivery experience for the end customer and more loyalty down the line.Comparing carrier rates and service levels helps e-commerc
24、e merchants determine which options are the best to meet their and their customers needs at any given time,but you need the right technology in place to do so in a way thats both time and cost-ef-fective.Multi-carrier shipping solutions such as Shippo enable merchants to compare rates across a vast
25、network of carriers in real time,and seamlessly integrate with e-commerce platforms to sync order data for more efficient end-to-end fulfillment.Our top-tier support team also works with mer-chants consultatively,helping them identify the most optimal carrier and service level to meet their needs wh
26、en comparing price,reliability,and time-in-transit requirements.By helping optimize shipping costs and drive process efficiencies through-out the fulfillment journey,solutions such as Shippo enable merchants to refocus more of their business efforts on newly-looming challenges this year,such as meet
27、ing a more discerning consumersexpectations in an evolving economic landscape.Multi-carrier shipping solutions such as Shippo enable merchants to compare rates across a vast network of carriers11MEETING CONSUMER EXPECTATIONS IN 2023:FULFILLMENT STRATEGIES Different strokes for different folks:The im
28、portance of delivering choice at checkoutProviding shipping options within your checkout experience whether via free or cheaper versus fast shipping,or even letting a consumer decide on a specific carrier can help drive more pur-chases and inspire ongoing customer loyalty by delivering great e-comme
29、rce experiences that meet a variety of consumer preferences.The amount of consumers who refuse to compromise on free shipping is up year-over-year,with 62%saying they wont purchase with a retailer this year if the offering isnt on the table,and just 3%saying shipping costs dont matter at all to them
30、.THAT INSPIRE CONVERSIONS&LOYALTY62%35%3%Wont purchase with a retailer without free shippingPrefer free shipping but it wont prevent them from buyingDont care about shipping costs202252%38%10%Wont purchase with a retailer without free shippingPrefer free shipping but it wont prevent them from buying
31、Dont care about shipping costs202140%41%19%Wont purchase with a retailer without free shippingPrefer free shipping but it wont prevent them from buyingDont care about shipping costs2020With worry about decreased consumer spending growing this year,winning customers over to keep them coming back is m
32、ore crucial than ever.The critical question todays e-commerce merchants should be asking centers around how to implement delightful and cost-effective fulfillment strategies that drive loyalty and repeat purchases without eating away further at profit margins.12On the flip side,fewer merchants are o
33、ffering universal free shipping this year versus the previous year when 22%always offered free shipping and 18%offered free shipping most of the time,while just 30%occasionally offered free shipping.Do you offer free shipping?19%Always offer free shipping33%Occasionally offer free shipping12%Offer f
34、ree shipping more than half the time33%Do not offer free shipping3%OtherIn order to get free shipping:47%will spend a minimum amount on the purchase42%will join a loyalty or membership program30%will wait to purchase the item during a promotionWhen given a choice,do you prefer free or fast shipping?
35、Do more customers opt for faster or lower cost/free shipping options?25%Fast shipping75%Free shipping85%Free or lower cost shipping15%Faster shippingConsumers want free shipping,but with ship-ping costs holding strong as the top challenge for merchants,few are able to offer it across the board witho
36、ut taking a huge hit to their profit margins.However,there is wiggle room for mer-chants who are willing to approach this consum-er expectation creatively.Merchants who arent able to provide free ship-ping for every order should consider offering it as a loyalty incentive,as 42%of consumers said the
37、y would join a loyalty or membership pro-gram in exchange for the perk.In addition,47%said they would spend a minimum amount on a purchase in order to qualify for free shipping,opening more opportunities for merchants to both drive conversions and increase the average order value with the offering p
38、rovided only after a certain threshold is met.13What is your preferred shipping speed when you buy item(s)online?Todays merchants have a good understanding of consumer expectations when it comes to fulfillment,as merchants and customers are largely aligned on how shipping speed factors into an e-com
39、merce buying decision,as well as the importance of striking the right preferential balance between lower cost versus faster shipping.In fact,the need for speed has dropped from our previous years consumer survey,with just 10%desiring same or next-day delivery in 2022 versus 18%in 2021.1/3 of consume
40、rs have a personal prefer-ence for which carrier delivers an order74%of merchants dont offer any carrier choice at checkoutBeyond shipping costs,having a diverse carrier mix allows you to provide more delivery options at checkout.Different customers may have vary-ing preferences on the service level
41、s or carriers you have to offer.For example,some customers may want to receive their packages on a Sunday or want their international packages delivered a certain way.Giving them more of a say in the matter ensures they have a positive post-pur-chase experience and are more inclined to shop with you
42、 again.52%I can wait 2-3 days38%I can wait 4-7 days10%I want same day or next day delivery2022What is the most commonly-purchased shipping service level?44%2 to 3-day service24%4 to 7-day service27%We dont offer options5%Same or next-day delivery202348%I can wait 2-3 days34%I can wait 4-7 days18%I w
43、ant same day or next day delivery202114Communicating throughout the fulfillment journey,from pre to post-purchaseNo matter which shipping services you have on offer,upfront and clear communication through-out your e-commerce fulfillment journey can help drive more confident purchases,save time and m
44、oney on customer support activities,and inspire more trust in and loyalty to your brand.Before deciding whether to commit to a pur-chase,consumers are hungry for information about what they can expect from a retailers ful-fillment experience.What information is most important to see on a retailers w
45、ebsite?#1 Shipping cost#2 Avg shipping time#3 When the item will ship#4 Expected delivery dateWhile just 73%of merchants surveyed are providing information about the cost of ship-ping upfront,less than half are letting potential customers know the average shipping time,expected delivery date,and ite
46、m ship date on their product or checkout pages.What information is provided on the product and/or checkout page?73%Shipping cost49%Avg shipping time33%Expected delivery date33%When the item will shipThese discrepancies between what consumers want and what e-commerce merchants cur-rently provide high
47、light a key opportunity for better alignment.This year,merchants should work to include expected shipment and delivery details upfront on product or checkout pages,inspiring more confidence in purchases that lead to both more revenue and higher potential for repeat customers.Consumers also want to b
48、e notified of a pack-ages journey after they commit to a purchase all the way through to delivery:When do you want a retailer to com-municate with you about your order?68%want a retailer to communicate with them when a purchase has shipped66%want an order purchase confirmation59%want to receive ship
49、ping updates45%want a retailer to communicate with them upon deliveryThese touchpoints offer several more opportu-nities for merchants to connect with customers even after the initial purchase,and yet as our merchant survey results show one oft-missed opportunity is to provide branded tracking infor
50、mation for each touchpoint.Only 18%of survey respondents said their tracking emails lead customers to a branded page with delivery updates,while the majority link directly to a carriers website.How do you provide customers with tracking information?By providing branded tracking pages,you can take an
51、 additional opportunity to stay top of mind by extending their brand experience throughout the entire e-commerce journey instead of direct-ing customers away to a third party.Because 39%of customers track their online orders once per day,branded tracking pages offer an excellent chance to re-engage
52、with customers whove made a purchase with you.For instance,enabling branded tracking in Shippo allows merchants to highlight their unique brands,recommend specific products,and promote repeat store visits and purchases with every order tracking update.67%Customers receive an email with a link to the
53、 carriers tracking page18%Customers receive an email with a link to a branded tracking page15%Other15Delivering convenience and peace of mind inspires loyalty,trust,and confidenceWhen it comes to packages gone missing,a consumers delivery experience and the way a merchant responds to mishaps can mak
54、e or break the relationship.19%of consumers said they would stop shopping with a retailer after experiencing a delivery issue where a package is lost,while 42%said their willingness to shop with a retailer again in such circumstances depends on how the merchant responds to or resolves the issue.In-t
55、ransit damage and lost packages are just part of e-commerce,so adding insurance to orders is a great way for e-commerce merchants to give their customers that peace of mind,and that positive resolution should something happen.Halfofconsumerssaythemerchantshouldcoverthecostofshippinginsurance.But the
56、res a discrepancy here while 50%of consumers say the merchant should cover the cost of shipping insurance,showing the desire for package protection and the expectation that the merchant should cover the cost.How-ever,half of the merchants we surveyed do not currently offer shipping insurance and hav
57、e no plans to start.This highlights an opportunity for merchants who want to provide that peace of mind to their customers to differentiate their of-fering and stand out from the pack.If given the option,would you add shipping insurance to your purchase order at checkout?27%No26%Yes,always22%Yes,but
58、 only of the merchant covers the cost25%Yes,but only for purchases over certain amount Do you offer shipping insurance to customers?50%Do not currently offer shipping insurance and have no plans to start21%Offers shipping insur-ance for every order16%Offers shipping insur-ance for orders over a cert
59、ain threshold13%Do not currently offer shipping insurance but have plans to start in 202316Which of the following is most important when it comes to returning an item you bought online?45%Free return shipping24%The ease of processing a return18%How quickly I get my refund3%I dont care about returns9
60、%A longer returns time-frame1%I care about something elseHow do you handle return shipping?51%The customer contacts our team to request a return label29%Do not offere-commerce returns12%Other3%The customer must return the item in-store5%We include a return label in every boxAccording to Shippos 2022
61、 E-commerce Re-turns&Exchanges Report,84%of consumers read a return policy before making a purchase online,and 91%of consumers say that the overall ease of their returns experience impacts their willingness to shop with a retailer again.While free returns may take the cake for consumers and many sma
62、ller merchants are willing to take on the burden of paying for e-commerce returns to maintain positive customer relationships theres no doubt this often comes at a high cost,espe-cially when you consider consumers returned$816 billion worth of merchandise in 2022.While universal free returns are nic
63、e in theory,in practice much like with free shipping its hard for a small e-commerce business to justify eat-ing the cost.The good news is that consumers are willing to remain loyal to brands that offer a more convenient returns experience as well it all depends on how your business crafts your poli
64、cy and manages the end-to-end process.Over half of e-commerce merchants we surveyed said they require a customer to contact support in order to initiate a return,and just under one-third dont accept e-commerce returns at all.Just 5%include a return shipping label in every box,offering a huge opportu
65、nity for merchants to dif-ferentiate their returns experience and incentivize more conversions with a more attractive,con-sumer-friendly policy.As with the cost of shipping,merchants will need to get more creative this year with how they an-ticipate and accept returns to minimize the risk to their b
66、usiness,whether through the pre-pur-chase experience(providing more detailed information on product pages,or creating FAQ sections to address common complaints,mis-conceptions,and points of feedback),or the re-turns experience itself(incentivizing an exchange in lieu of a return by offering extra cr
67、edit for later use in your store,for example).17CONCLUSIONThis year is poised to challenge retailers of all sizes to revisit their e-commerce business strategies as economic factors shift and consumer behaviors change accordingly.As we move further into 2023,its crucial that e-commerce merchants fee
68、l equipped to meet todays consumer expectations,while simultaneously making business decisions that help them save on fulfillment costs in a more frugal and competitive environment.Savings strategies that jeopardize the customers experience can end up costing retailers more in the end,while those who strike the right balance will come out on top.ABOUT SHIPPOE-commerce is complex.Shipping doesnt have to be.Shippo helps you grow your business by integrating with your workflows,providing experienced support,and connecting you with easy access to the best rates at the most