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How is DTC checkout experience failing to deliver?

DTC brands have the ability to control their entire customer journey. But does this mean they are outperforming the wider retail space? Latest research by parcelLab,… View Article

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How is DTC checkout experience failing to deliver?

DTC brands have the ability to control their entire customer journey. But does this mean they are outperforming the wider retail space? Latest research by parcelLab, the leading Operations Experience Management platform, analyses the checkout performance of the UK’s top 50 DTC retailers.

Entitled ‘How is DTC checkout experience failing to deliver?’, the report is the first in a five-part series which will delve into the checkout, sustainability, post-purchase, returns and loyalty performance of the retailers.

The report is broken down into three key sections:

1. The key findings: Including potential conversion blockers at checkout, such as whether the customer has the option to choose the carrier, whether next-day delivery and click & collect are available and whether a ‘Buy now, pay later’ option is offered.
2. What these findings mean for DTC retailers: An analysis of what the findings mean for DTC retail, including key takeaways such as why guest checkout is important and how to make delivery more sustainable.
3. 8 tips on how retailers can improve checkout and avoid cart abandonment: Acquiring a customer costs retailers a lot. Follow these 8 tips to avoid cart abandonment and enquire customers convert.

Commenting on the report, Tobias Buxhoidt, Founder and CEO of parcelLab, said: “For DTC brands, the online experience counts for everything. While these digitally native brands were certainly in a strong position to respond to the pandemic, they must ensure they remain able to continue meeting the expectations of shoppers even with physical retailers re-opening. Understanding what matters to consumers and providing this at every stage of the customer journey is crucial for succeeding over the competition.
Despite the notion that DTC retailers are digitally savvy in comparison to counterparts in the wider retail space, as the report indicates, there is significant room for improvement where the customer experience is concerned. Offering consumers choice and control, as well as identifying and alleviating obstacles that might put them off are all important to the overall shopping experience, and will be critical when it comes to driving loyal customers and revenue growth.”

‘How is DTC checkout experience failing to deliver’ can be downloaded in full here.

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