Canada Post is the first choice carrier for many Canadians. The reach of their service expands farther than any other carrier, which makes consumers in rural and remote areas feel more valued.
To inspire the confidence and trust that converts sales and reduces cart abandonment, online retailers need to offer quick, reliable delivery and easy returns. Clearly Contacts chooses Canada Post parcel services to deliver their products, resulting in happy, returning customers.
By supplying the same designer-eyewear brands and products offered in brick-and- mortar stores for half the price, Clearly Contacts has become a leading online retailer of glasses and contact lenses in Canada. Customers can order products online 24/7 and have their purchases delivered to them at home or at work.
Clearly Contacts has a “customer first” philosophy and focuses on providing the very best products and delivery service that aims to ensure that every first-time buyer becomes a repeat customer.
Marketing strategy and challenge
Clearly Contacts makes it easy to buy glasses and contact lenses online by offering customers innovative tools such as “Virtual Mirror” and “Find Your Perfect Fit.” A customer enters his or her prescription, shipping and credit card information, and the purchase is complete. The challenge is to get the purchase to the customer as quickly and as safely as possible. No one wants to receive a damaged product.
“Online shoppers often associate the speed of when they receive their products to how good a service is,” says Teresa Li, Public Relations and Communications Coordinator for Clearly Contacts. “As an e-commerce company, we need to make sure we’re working with a delivery company that can handle our packages with care while getting them to customers in a timely manner, as well as ensuring easy returns.”
Canada Post solution
Clearly Contacts makes use of Canada Post’s Priority™ and Expedited Parcel™ delivery services, which incorporate fast delivery and a tracking number so customers always know where their parcel is—and when it will arrive.
“Many of our customers live in apartment buildings or condominiums,” Li points out. “And the Canada Post network is the absolute best fit for delivering to those types of residences.”
For further ease and customer satisfaction, Clearly Contacts is able to offer free returns to its customers by leveraging Canada Post’s parcel services. Returns can be conveniently made at any one of Canada Post’s approximately 6,300 post offices and retail outlets.
“The speed and care with which Canada Post delivers our packages leads to happier customers and repeat business,” says Li. “Also, they help make returns easy, which is a top priority for customers. Perceived difficulty in returning purchases is one of the leading causes of abandoned shopping carts online.”
Canada Post recognizes the evolution of the retail landscape and invests in e-commerce innovations to ensure that service quality is maintained and that the changing needs of Canada’s online shoppers are continually met.
“Canada Post is the first-choice carrier for many Canadians. The reach of their service expands farther than any other carrier, which makes consumers in rural and remote areas feel more valued,” Li concludes. “Also, Canada Post is exceptionally responsive. Personally, I feel like they care as much about our business’s success as we do.”