Insights to Help Your Business
What Happens After Checkout Can Make or Break Your Brand
84% of surveyed shoppers want shipping options. Are you giving them the choice?
When it comes to winning over customers, fast shipping is no longer enough. Today’s consumers expect transparency, personalization, and peace of mind from their purchase experience—from click to doorstep. The post-purchase experience, especially delivery, has become a pivotal moment that can make or break brand loyalty and customer satisfaction.
Here’s the truth: the last mile isn’t just the final stretch of a shipment - it’s your final impression. And the brands that treat it like a moment of truth are the ones turning buyers into lifelong advocates.
The Experience Gap: What Customers Want vs. What Brands Offer
Consumer expectations are rising, and the delivery experience is now tightly linked to brand trust. According to a recent UPS Capital survey:
- 98% of merchants agree the delivery experience directly affects their brand reputation.
- 75% of consumers say late, missed, or unsafe deliveries are their #1 frustration.
- And 61% of consumers now hold the merchant (not the carrier) responsible when something goes wrong.
That means the pressure is on. When a delivery is delayed, damaged, or stolen, it’s not the shipping label customers remember, it’s your brand name.
However, most businesses are underprepared to handle these moments. In fact, 73% of surveyed merchants still cover last-mile losses out-of-pocket due to disputes or lack of insurance and end up compromising margins to save the sale.
Delight by Design: Shipping Protection That Reflects Your Brand
So how can you delight your customers, even when things go wrong?
By being proactive, not reactive. Offering InsureShield® Shipping Insurance lets you protect every shipment while giving customers the choice to opt in for additional peace of mind at checkout.
And the beauty is: it’s not just plug-and-play protection, it’s a branded experience you control. Here is how InsureShield protection helps elevate your customer experience:
1. Offer Protection Where It Matters Most—at Checkout
Over 84% of consumers say they’re more likely to shop with a merchant that offers personalized shipping options.
With InsureShield, you can offer elective shipping protection for high-value or perishable goods directly in the cart, empowering customers to protect what matters most (think: gifts, electronics, luxury goods, gourmet foods, even healthcare products).
2. Customize the Claims Portal to Match Your Brand
Delight doesn’t end at the point of sale. If something does go wrong, a claims portal that looks and feels like your brand can reinforce trust.
Get the ability to customize your claims experience, so your customer journey feels seamless from start to finish.
3. Reimburse Fast and Reship Quicker
When deliveries go sideways, quick resolution matters. InsureShield Protection pays out 97% of claims in 5 days or less*, helping you turn potential frustration into a moment of “wow.”
4. Protect Sentimental or Specialty Items
Whether it's fresh seafood for the family cookout, critical medical supplies, or a limited-edition collector’s item, customers want the option to protect purchases that matter.
In fact, 55% of surveyed consumers say they’re more likely to buy from a brand that offers protection for perishable items. For industries like Food & Beverage, Healthcare, and Luxury, offering this added layer of confidence can significantly boost conversion and repeat purchase rates.
Become the Hero in Their Delivery Story
When a customer experiences a shipping, delivery, or post-delivery issue, they’re often frustrated, disappointed, and on edge. They will look to you for help, this is your opportunity to be the brand that makes it right.
Imagine this: A customer’s anniversary gift arrives broken. Instead of arguing with a carrier or chasing down a refund, they’re guided through a branded claims portal, receive reimbursement within a few days, and get a free expedited reshipment. They’re wowed and they’ll remember you, not the mistake.
You’re not just protecting a package. You’re protecting the moment.
Delight Isn’t a Department - It’s a Strategy
It’s easy to think of customer delight as the domain of customer service or marketing. But in the era of same-day delivery and online reviews, your shipping experience is a brand experience.
Adding InsureShield protection, whether on the backend or as a customer-facing option at checkout - turns delivery from a risk to a revenue driver. You reduce loss, protect margins, and create brand moments that matter.
Ready to delight customers on every doorstep?
Get a better shipping experience today and learn more about how customizable protection can elevate your brand.
