topic Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net in Q Talk

Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

mzlg — Wed, 06 Apr 2016 01:26:28 GMT

Article on the internet states the following ..... perhaps the Q customer will have more items being offered with Free Shipping. I guess we will have to wait and see .....

This was from the Multi Channel Merchant on the net.

QVC Says Customers Prefer Free Shipping Over Same-Day Delivery

Apr 05, 2016 10:42 AM By Mike O'Brien

Reinforcing the view that it’s better to know what your audience wants than to jump on the same-day delivery bandwagon, an executive with QVC told attendees of Home Delivery World that offering customer choice – especially free shipping – and knowing their preferences is the most important thing.

“There are a lot of options out there, and many upstart companies offering same day,” said Douglas King, director of transportation and drop shipping for QVC, as he ticked off a laundry list of startups. “But what are customers looking for? Amazon is certainly changing the paradigm of what speed looks like. But here’s a relief: You don’t necessarily need speed.”

King cited a 2015 Statista study which showed that only 15% of U.S. consumers choose two-day delivery, while 67% select a 3-5 day shipping option. The same study found European consumers are slightly more enamored of speed, with 34% choosing two-day, and 25% selecting 3-5 day delivery.

“Do you need to be a leader in speed?” King asked rhetorically. “Know who you are, and what your customers need from you. Balance out speed vs. relationships, and be aware of what’s meaningful to them.”

King said alternate delivery options like UPS’s pickup location program, with 4,000 U.S. locations, are gaining in popularity. “You see a lot of the larger carriers embracing this,” he said. “It’s a win-win: UPS gets the delivery, with multiple packages to a single address, and the customer has the security and safety of not having their package left on their porch.”

One downside of pickup locations for what King called “omnivore shoppers” who buy from multiple retailers is it could require them to drive around to get all their stuff. “If you place orders with QVC, Macy’s and Amazon, you may go on a tour of pickup locations in your city,” he said. “A pickup service tied into multiple carriers is something to watch for.”

As have many others, King said that at least so far, free or cheap trumps fast and expensive. “We’re a patient lot when we know we’re getting it for free,” he said. “This has driven the rise of more economical shipping methods like Parcel Select.”

King said demand for speed also varies by region. For instance, the mountain states and the North Central plains, from Idaho east through North Dakota and south to Colorado, are more tolerant of slower shipping times, as are of course residents of Alaska, Hawaii and Puerto Rico.

“Our typical customers are different than the types we’re talking about (who want it now),” King said. “She’s 53.8 years old, with a high net income and patient. Also the more rural areas are just appreciative of the ability to buy something online and have it sent to them.”

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

GCR18 — Wed, 06 Apr 2016 01:48:59 GMT

I wonder where they pulled the data on what the shopper wants.

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

StillFuntoShop — Wed, 06 Apr 2016 01:53:40 GMT

Oh gosh, the font is so tiny. Can't expand it on my kindle.

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

QVCkitty1 — Wed, 06 Apr 2016 01:54:12 GMT

I didn't know that they really cared what the customer wants. I don't see a lot of free shipping, just more and more easy pay.

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

skuggles — Wed, 06 Apr 2016 02:49:14 GMT

It seems pointless, since they rarely offer free shipping and never offer same day shipping. Why announce that data, except to justify slow shipping. It's like saying we pay a lot of attention to surveys that help us understand our customers better. One of the results doesn't pertain because it's not offered and one indicates that "we can get by in the world of same day shipping with average shipping times typical of a decade ago."

So they use the data to maintain the status quo and try to make it look as though they really have their customers' wants foremost in their business plan and they remain competitive in the shipping model, because the customers tolerate slower shipping. Amazon gives free shipping in about two to three days .. so they are fast and free. Some things are same day now for free.

They conveniently leave out the middle of the road. Nordstroms gives free shipping in the same time frame as QVC's shipping, and if it doesn't fit ...free returns. Zappos usually gets my stuff to me in two days ...free shipping and free returns. Land's End and many other stores offer free shipping over a certain reasonable amount, and I can return it for free because they have stores in my area ... same as Macys, Kohl's, Williams-Sonoma and so many more. QVC is usually the slowest but within the 10 days definitely, but it is not free and neither are returns.

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

ECBG — Wed, 06 Apr 2016 03:44:05 GMT

Thank you! Very interesting.

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

mzlg — Wed, 06 Apr 2016 04:21:55 GMT

@StillFuntoShop, Sorry that you found the font size too small - now, using font #3, I hope this is better. This is the first time that anyone has stated that the font #1, that I use for my replies was too small. Sorry if you had difficulty reading my post. I use font #1 for my replies and believe it large enough, obviously for some, it is not. However, I do not like to use a larger font, because it takes up too much space & for me it is like I am screaming (as when all caps are used). Regardless, if you didn't like font #1, you would have really disliked the original print - see below. I will reply the same article for you shortly, using a larger font. Have a good evening and a better tomorrow.

This was the original size of the article:

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

mzlg — Wed, 06 Apr 2016 04:25:30 GMT

@StillFuntoShop, here it is in larger print. I hope this is better. Sorry and Thank you for letting me know.

Article:

Article on the internet states the following ..... perhaps the Q customer will have more items being offered with Free Shipping. I guess we will have to wait and see .....

This was from the Multi Channel Merchant on the net.

QVC Says Customers Prefer Free Shipping Over Same-Day Delivery

Apr 05, 2016 10:42 AM By Mike O'Brien

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

DJs mom — Wed, 06 Apr 2016 14:17:58 GMT

I don't see the point of this article since QVC hardly ever offers free shipping.

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

NickNack — Wed, 06 Apr 2016 14:24:27 GMT

Thank you for reposting this in larger print @mzlg. I can't read font #1 and always skip over posts in that size.

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

mzlg — Wed, 06 Apr 2016 15:13:05 GMT

@NickNack, Thank you for also letting me know about the font size. This is good to know and I will try to remember this for my future replies on the Forum. Have a good day.

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

mzlg — Wed, 06 Apr 2016 15:44:46 GMT

DJs mom wrote:
I don't see the point of this article since QVC hardly ever offers free shipping.

@DJs mom, In reality you did get the point of my posting this article - what is known & said by some is not often done or true. In the beginning of my post I stated:

Article on the internet states the following ..... perhaps the Q customer will have more items being offered with Free Shipping. I guess we will have to wait and see .....

If this article is implying of what is to come in the near future for the Q customer - Free S&H on some or more items - then "great". However, this still remains to be seen.

I realize that often many on the Forum have posted useless bits of information. I guess this is one of those useless tidbits, too .... so, I am in good company. Have a good day.

.

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

Pearlee — Wed, 06 Apr 2016 15:54:01 GMT

@DJs mom wrote:
I don't see the point of this article since QVC hardly ever offers free shipping.

@DJs mom Well, I suppose it shows that QVC knows what its customers want but still doesn't give it to them!

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

mzlg — Wed, 06 Apr 2016 16:12:48 GMT

skuggles wrote:
It seems pointless, since they rarely offer free shipping and never offer same day shipping. Why announce that data, except to justify slow shipping. It's like saying we pay a lot of attention to surveys that help us understand our customers better. One of the results doesn't pertain because it's not offered and one indicates that "we can get by in the world of same day shipping with average shipping times typical of a decade ago."

So they use the data to maintain the status quo and try to make it look as though they really have their customers' wants foremost in their business plan and they remain competitive in the shipping model, because the customers tolerate slower shipping. Amazon gives free shipping in about two to three days .. so they are fast and free. Some things are same day now for free.

They conveniently leave out the middle of the road. Nordstroms gives free shipping in the same time frame as QVC's shipping, and if it doesn't fit ...free returns. Zappos usually gets my stuff to me in two days ...free shipping and free returns. Land's End and many other stores offer free shipping over a certain reasonable amount, and I can return it for free because they have stores in my area ... same as Macys, Kohl's, Williams-Sonoma and so many more. QVC is usually the slowest but within the 10 days definitely, but it is not free and neither are returns.

@skuggles, so true and all good points. You should be writing this article and/or let Mike O'Brien at the Multi channel Merchant know this information from a real Q customer. Obviously, he is not informed as to what the Q customer really wants/needs and is going through with our purchases & compared to the services of other retailers. As for me, I would like from the Q, Free Shipping & Free Returns. The EZ Pays can get one into alot of trouble - especially if one is using the Q card w/ it's huge interest payment. My Q shopping has greatly dwindled and is now mostly for products like WEN, Linea, Josie Maran, sometimes Denim & Co. and Bob Mackie. Even though I live in a rural area and it is a bit harder for me to go into town(s) to shop, I have been going more to 'stores with doors'. Have a good day.

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

DJs mom — Wed, 06 Apr 2016 19:00:50 GMT

@mzlg wrote:

@DJs mom wrote:
I don't see the point of this article since QVC hardly ever offers free shipping.
@DJs mom, In reality you did get the point of my posting this article - what is known & said by some is not often done or true. In the beginning of my post I stated:
Article on the internet states the following ..... perhaps the Q customer will have more items being offered with Free Shipping. I guess we will have to wait and see .....

If this article is implying of what is to come in the near future for the Q customer - Free S&H on some or more items - then "great". However, this still remains to be seen.
I realize that often many on the Forum have posted useless bits of information. I guess this is one of those useless tidbits, too .... so, I am in good company. Have a good day.
.

@mzlg Let me clarify, my post wasn't that I didn't see the point of you posting the article, I was saying I don't see QVC's point since they offer so little free shipping.

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

DJs mom — Wed, 06 Apr 2016 19:01:34 GMT

@Pearlee wrote:
@DJs mom wrote:
I don't see the point of this article since QVC hardly ever offers free shipping.
@DJs mom Well, I suppose it shows that QVC knows what its customers want but still doesn't give it to them!

@Pearlee EXACTLY!!

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

stevieb — Wed, 06 Apr 2016 21:58:55 GMT

Interesting... So we get neither... Imagine that...

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

TY — Thu, 07 Apr 2016 09:28:21 GMT

QVC makes a ton of money from shipping and handling and they will pass along those expenses in the form of higher prices and higher shipping on some items if they offer reduced or free shipping.

Just how much do you think they are making when shipping averages $12 for one handbag from QVC? And the customer pays for the return shipping whether they use a prepaid label or pay shipping themselves.

There's no free ride!

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

CalminHeart — Thu, 07 Apr 2016 09:35:41 GMT

@GCR18 wrote:
I wonder where they pulled the data on what the shopper wants.

Out of the air?

Lots of retailers offer both free and fast shipping. I've never seen Q ship anything for free and have it arrive in a reasonable time, let alone a time comparable to other retailers.

Re: Q Customers Prefer Free Shipping Over Same-Day Delivery - article on the net

nyc1 — Thu, 07 Apr 2016 10:32:28 GMT

I too wonder where this info came from. I've been a QVC shopper since the beginning and have never received a survey, been asked a question or had a follow up done of a CS interaction, that many other companies do regularly.

Year after year, QVC will send me a coupon for Easy Pay on any item, for my birthday. Very nice, but if they look at my buying history, I NEVER use Easy Pay. I prefer not to. I'd much rather have the FREE SHIPPING! If it's better to know your customer, as the article states, then why does the Q RARELY (so rare, I can almost say never) offer Free Shipping? HSN does it regulary, and I'm not an HSN shopper... except for Andrew Lessman and Trish McEvoy. Come on Q... KNOW YOUR AUDIENCE... part with tradition and give us MORE FREE SHIPPING!!!!