Leverage Free Shipping and Customer Service to Maximize Online Revenues This Holiday Season
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Ken Burke
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The challenge for retailers is determining how to capture holiday sales profitably. Two findings from the survey indicate areas of opportunity:
- Twenty-eight percent of consumers said they're willing to pay full price for gifts if retailers offer excellent customer service coupled with the availability of the right products.
- The primary reason consumers shop online is convenience, but 62 percent of respondents also indicated that high shipping costs remain a barrier to purchase.
Let’s tackle free shipping first. We know that free shipping offers do work, but they must be implemented thoughtfully to reduce impacting profitability.
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