Summer is almost over, and it’s time to think about your strategy for the holidays.
The holiday season is typically the most chaotic time regarding online orders and shipping. To make it worse, the world is currently battling against COVID-19, which makes 2020 a year like no other for e-commerce.
As stressful as everything may seem, we’ve got your back.
Here’s our 2020 shipping checklist to make sure you stay on top during this year’s holiday season:
1. Forecast Demand
As the pandemic continues, you must forecast customer demand for the upcoming holidays.
COVID-19 has changed everything from the customer’s channel selection frequency to shopping and the products they want. For example, there’s a more robust demand for items that align with social distancing, such as entertainment products or home goods.
Look at your sales during the lockdown — which types of products were in high demand? It should give you a clue on what to expect from customer behavior during these next months.
There is a science to forecasting demand, but let me give you a simple metric: compare sales from March to May this year versus last year. Take that percentage difference and multiply last year’s holiday sales to see how much bigger it could get.
Also, think about talking with your 3PL to find out how they can help you prepare for the upcoming holiday demand.
2. Implement a Strong Communications Plan
Another critical factor to consider during the holidays is communication with your customers.
Make sure to keep them up-to-date with each of their orders. One thing that will make customers worry, for example, is how COVID-19 will impact shipping delays. You’ll need to provide tracking and let them know when they can expect the item to arrive at their doorstep.
During your communication with your customer, it’s also a good idea to promote upsell offers. You can run post-purchase email campaigns with other products they can buy to complement their order. It will help deliver more value to the customer and boost your average order value.
3. Get Ready for More Customer Returns Than Usual
Dealing with customers is part of running an e-commerce business. However, you can expect returns to skyrocket during the holidays.
The reason is that customers will feel reluctant to step into retail stores due to virus fears. To gain peace of mind and avoid getting infected, they’ll be doing most of their shopping online.
Customers love the ability to buy and try on or see how something looks in real life. They often buy two or three sizes or styles, keep one, and return the rest.
As a result, your business must come prepared with reliable customer service staff or shipping software to manage returns effectively.
Dealing with customers is part of running an e-commerce business. However, you can expect returns to skyrocket during the holidays.
4. Get Shipping Insurance
No one can predict what will happen to your product once it is out for delivery. Nothing is worse for a customer during the holiday season than to make a purchase only to have the item damaged or never even arrive.
With an expected surge in shipments this holiday season, these problems will be multiplied. You can protect yourself and your customers, however, with shipping insurance.
It’s why you want to plan in advance and get shipping insurance, which is easier than you think. No matter what happens to your product, you’ll be protected against significant financial loss and gain peace of mind.
The holidays are the time when orders reach their peak throughout the year. As a result, you can expect new rules, restrictions, and deadlines for all major carriers. Look into the specific provisions of your carrier for different times of the year and figure out what measures and fees are required.
5. Do Research on Seasonal Fees and Restrictions
Keep in mind as well that major carriers will be surcharging their rates on shipping due to coronavirus and customer demand. For example, UPS plans to make businesses that ship more than 25,000 orders per week pay an extra $1 to $4 for each package.
6. Offer Multiple Shipping Options
If you offer free shipping, you’re probably sending things via Ground or Priority Mail. Those options have been impacted the most by slow delivery times, and you’ll have customers who will want something faster.
Offering an expedited shipping option – like 2-day, overnight, or even same-day delivery, is a must this holiday season. Here’s why:
- It sets clear expectations for delivery times
- Customers have the option to pay for faster delivery
- Free shipping has a higher perceived value
Anyone who is expecting free shipping will see that delivery times affect cost. They will appreciate that the slower option is still accessible compared to the expensive, expedited option.
7. Make Your Packaging Stand Out
The holidays represent a unique opportunity to strengthen brand loyalty and delight new customers. One of the best ways to do this is to create a fantastic unboxing experience that wows them.
Branded packaging is the first approach because it makes each purchase feel unique and delivers a great impression. Since shoppers also buy gifts for their friends and family, you’ll surprise multiple customers simultaneously.
Customers also love to share brand packages on social media, which promotes your store and boosts your reach.
The next step is making what’s inside stand out with different packing paper, a hand-written thank you note, or even surprise gifts you’ve included.
All of these things and more contribute to making an unforgettable unboxing experience.
8. Use the Right Shipping Software
There are so many things to handle regarding shipping during the holidays. You have inventory to manage, orders to pack and ship, tracking, and many more tasks on your list.
Software is the best way to improve processes like this. With automation, you can improve the pick-n-pack process, automatically select the correct shipping method, batch print labels, and update tracking information.
Essential Hub’s software provides all the tools you need for success this holiday season. Not only do we help you get the best rates on shipping, but our software also comes with order tracking, inventory management, and more.
