Loyal Shoppers Want More Than Fast and Free Shipping

Outerspace, the leading high-touch operations partner for high-growth consumer brands, has released a new report titled The State of Brand Loyalty: How the Post-Purchase Experience Influences Online Shopping, exploring what converts casual e-commerce shoppers into loyal, long-term customers. As fostering brand loyalty emerges as the key to sustainable growth, the belief that fast and free shipping is a do-or-die necessity  is becoming less impactful in isolation. While fast delivery remains crucial for everyday essentials, consumers now expect a high-touch post-purchase experience from 'Capital-B' Brands, defined as high-growth omnichannel retailers that have built a loyal customer base through their own mix of digital storefronts, as well as wholesale, brick and mortar, and third-party marketplaces.

The report finds that beyond quick shipping, customers value the brands that offer easy returns, exclusive offers, the personalization and customization of products, and a premium unboxing experience. What's more, when buying premium products, shoppers are more willing to wait five to seven business days for items like home decor (30%), jewelry (29.7%), and apparel (25%) compared to everyday essentials like groceries or cleaning supplies.

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