<\/span><\/p>\n We believe that organising your warehouse like a shop is damaging to your customer experience. With the potential for picking inaccuracy and delays that traditional, standardised warehouse layouts cause, this mentality has seen many an unhappy shopper fall foul of a good-looking but underperforming fulfillment operation.<\/span><\/p>\n It\u2019s got us thinking more and more about the keys to satisfying your customer once they\u2019ve placed their order online. You might think that the hard work is done once the website looks uniquely brilliant and is getting record traffic, your best deals are popping up all over the screen, your conversion rates are soaring and you\u2019ve just implemented a \u2018Buy Now Pay Later\u2019 set up that\u2019s going to transform your business.<\/p>\n We reckon you\u2019d be wrong. Much like warehouse layout, here again with the overall ordering experience, looks aren\u2019t everything.<\/p>\n Those painstaking, torturous 1-5 business days between hitting \u201cbuy\u201d on the site and opening your order by the front door mat are the ultimate battleground when it comes to customer satisfaction, retention, and relieving pressure on your support teams.<\/p>\n The anxiety of shopping somewhere for the first time runs a little like this:<\/p>\n Fail on any of these points, and the customer either silently disappears, never to shop with you again, or, leaves you with a lovely 1* review about how terrible your business is.<\/p>\n First-time buyers come and go. Their value is relatively small, despite being an attractive metric. The smart money is on nurturing lifelong fans, loyalists and supporters of your brand, as the following stats suggest:<\/p>\nWaiting for your order<\/h2>\n
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First-time versus Lifetime<\/h2>\n