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“Delivery isn’t just a cost on your P&L; it’s a strategic commercial lever that can improve the customer experience and your margins.”
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tl;dr – what you’ll get:
- Why transparent delivery promises can influence conversion, trust and loyalty.
- How delivery choices, pricing, customer value and returns affect profitability.
- What to consider when deciding whether to build or buy delivery capabilities—and where AI may help.
Summary:
Delivery’s often treated as a cost to contain but it also shapes whether customers trust a brand, complete a purchase and come back. In this conversation, James Gurd and Fraser Trivett, CRO at Ingrid, explore how ecommerce businesses can rethink delivery as both a customer experience and a profit-centre opportunity.
The key is to make delivery promises clear, accurate and suited to customers’ needs. Hidden costs or missed promises can undermine trust, while well-chosen delivery options can help reduce checkout friction and support healthier margins.
The discussion covers using customer and product data to make more strategic decisions, weighing build-versus-buy choices and how AI can help businesses act on delivery insights faster.
⭐ Key chapters:
- [00:30] Introduction to Rethinking delivery as a growth strategy
- [04:30] What good delivery looks like for customers and businesses
- [07:30] Transparency, trust and keeping delivery promises
- [10:25] Customer profitability, segmentation and returns
- [13:00] Delivery as a commercial and P&L lever
- [16:50] Using delivery to build loyalty and encourage repeat purchases
- [19:25] Delivery choice, flexibility and reducing complexity
- [28:50] Retailers doing delivery differently
- [33:15] How delivery conditions influence purchase decisions
- [36:15] Hidden fees, international costs and checkout friction
- [41:15] Using data and AI to test and improve delivery
- [43:15] Build versus buy: choosing the right delivery infrastructure
- [51:35] AI’s role in delivery and ecommerce operations
- [01:00:10] What’s next for delivery technology
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