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What distinguishes a good perfume? It accompanies us through the day and subtly embellishes the surroundings. The ideal shipping experience is similar: Consumers get an all-around positive feeling during the customer journey, but they only perceive the associated shipping processes in passing. How can this be achieved? We discussed this question at our customer evening in the office of the beauty e-retailer Flaconi.
How online beauty e-retailer and delivery platform jointly improve the customer journey in online shopping
More than 45,000 products, over 720 international brands and a common mission: #customerfirst. At Flaconi more than 300 employees work every day on a harmonious customer journey.
The delivery experience should also convey this impression: For Flaconi, fast delivery with transparent shipping status is just as much a part of a successful customer journey as perfume in everyday life. For the growing company, this means coping with rising delivery volumes beyond national borders: in 2018, the online shop coordinated the shipping of more than 2 million orders.%20(1).png?width=241&name=5cda6d305f96b5f191a3edea_5ad71cfe032a3f40a85c548e_thomas%20(1)%20(1).png)
“We believe that if you really want to be competitive, you have to look closely at local markets and know your customers’ delivery preferences. We recommend that you combine the networks of individual shipping service providers.” Thomas Hagemann, founder and Managing Director of Seven Senders
In his presentation, Thomas Hagemann defines a comprehensive knowledge of the target markets and a network of local shipping service providers that cover the requirements of the customers as essential for a successful international shipping experience. From his experience, he knows that close cooperation with various local carriers is an important prerequisite for the successful internationalization of an online shop.
Flaconi also relies on this strategy: the beauty e-retailer combines the offers of four different local shipping service providers and uses the market knowledge and network of Seven Senders for international shipments. In this way, the company is able to further develop its customer experience and save time and money on the last mile. For example, they have reduced delivery times by an entire day.
Beauty and big data: a recipe for success
Reliablely accompanying customers during shipment also means transparently communicating the delivery status. For this purpose, Flaconi uses personalized tracking pages created with the Seven Senders delivery platform and linked to the online shop. The look and feel of these tracking pages are designed in accordance with their branding guidelines and are additionally provided with banners that present current offers to the target groups. In this way, customers are returned to the online shop and given the opportunity to purchase further products.
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