Why Delivery Experience Drives Customer Loyalty and How Growing E-Commerce Sellers Can Compete with Larger Brands

With the surge in online shopping during the pandemic and its continued growth in the years since, the delivery experience has become a key driver of both customer loyalty and revenue in retail. The Bringg 2026 Delivery Experience Study found that 65% of shoppers say a positive delivery experience convinced them to buy from a brand again, even if a competitor was offering the product at a lower price. For smaller e-commerce brands, this provides an opportunity to build loyalty and compete with larger companies on an experience that customers value. The question is how to deliver the experience customers expect when larger competitors have significantly more resources behind their fulfillment operations.

What Makes a Great Delivery Experience?

The 2026 Delivery Experience Survey identified several key components that drive a “great” delivery experience:

For e-commerce sellers looking to improve the delivery experience, it’s important to understand which factors matter most to your customers and where fulfillment can make a difference – particularly for power and frequent shoppers. Low-cost or free shipping ranks highest across the board, followed by receiving packages in good condition, having an easy return or exchange process, and getting orders on time. These factors become even more important among power shoppers, who place greater importance on every delivery element than regular and frequent shoppers. Fast delivery also stands out, with 63% of power shoppers and 45% of frequent shoppers placing high importance on same- or next-day delivery.

For growing brands, the goal is to find the right balance between shipping costs and delivery speed, quality packaging, and an efficient returns process. A well-managed fulfillment operation can help sellers balance these priorities to provide the level of service customers expect. 

How a 3PL Can Help Small to Midsize Sellers Compete on Delivery Experience

For small to midsize e-commerce companies, partnering with a third party logistics (3PL) provider is often the best way to help level the playing field on delivery experience. A 3PL provides the fulfillment expertise and infrastructure needed to meet customer expectations on delivery and returns without requiring a company to build and manage that infrastructure on its own.

Partner with G10 to Upgrade Your Delivery Experience

Customers have come to expect fast and accurate delivery, regardless of the size of the company they buy from. G10 gives small and midsize sellers access to the fulfillment capabilities needed to meet those expectations as they grow:

SAME-DAY FULFILLMENT/SHIPPING: G10 offers same-day order processing for orders received before the daily cutoff time to support next-day and two-day shipping.

· NATIONWIDE DISTRIBUTION: G10 operates more than 36 million cubic feet of warehouse space across multiple markets to help reduce shipping zones and transit times.

· HIGH-TECH WMS: G10 provides real-time inventory and order visibility with seamless connectivity across 100+ integrations and marketplaces through our powerful Warehouse Management System.

· CARRIER & SHIPPING SUPPORT: G10 leverages discounted carrier rates and shipping choices to choose cost-effective shipping options without sacrificing delivery speed.

· INVENTORY PLANNING: G10 helps clients monitor inventory levels and plan for seasonal demand in order to maintain the right amount of stock on hand and reduce the risk of stockouts during peak season.

· RETURNS & REVERSE LOGISTICS: G10 manages returns and reverse logistics to help brands process returned inventory efficiently and get products back into sellable inventory when appropriate.

· VALUE-ADDED SERVICES: G10 supports kitting and bundling, custom packaging, labeling, light assembly, and select embroidery and engraving services directly in our warehouse to help brands deliver a consistent, professional unboxing experience.

· ROBOTICS & AUTOMATION: G10 uses warehouse robotics and automation to improve picking efficiency, increase throughput, and support fast, accurate order fulfillment.

· ORDER ACCURACY: G10 maintains a 99.9% fulfillment accuracy rate, with very few shipping or packing errors.

· MULTI-CHANNEL FULFILLMENT: G10 supports DTC and B2B brands across multiple sales platforms, including Amazon, Shopify, Walmart Marketplace, and others through our integrated fulfillment systems.

· RETAIL FULFILLMENT OPERATIONS: G10 follows retailer routing guides and fulfillment requirements to support accurate, compliant retail orders.

· AMAZON CAPABILITIES: G10 provides comprehensive Amazon fulfillment support, including:

o FBA: Amazon FBA shipment management and prep (including Hazmat Amazon FBA)

o FBM: Amazon FBM order fulfillment and support

o Seller Fulfilled Prime: SFP operations that meet Amazon’s performance and delivery-speed requirements, including two-day delivery where required

o HAZMAT: Amazon HAZMAT fulfillment and handling for eligible products

When growing brands partner with G10, they gain an experienced outsourced logistics partner that delivers a customer experience that can compete with larger companies. If you’re ready to level up your delivery experience, request a quote today.