The express lane to customer happiness: Optimizing shipping for repeat business

Shipping has evolved from a behind-the-scenes process to a vital part of the customer experience. According to DHL eCommerce's 2024 Online Shopper Trends report¹, 2 in 3 online shoppers in APAC consider next-day delivery to be important, marking shipping speed as a key driver of satisfaction and loyalty. Companies that can meet shoppers' expectations are better positioned to attract and retain customers, increase customer loyalty, and boost long-term business success.

Why speed sells: How fast shipping services influence customer satisfaction

Instant gratification and reduced anxiety

Fast shipping taps into the universal human desire for immediate gratification. Customers feel rewarded when their orders arrive quickly, and their trust in the brand deepens. On the flip side, long delivery times often create what’s known as “waiting anxiety.”

A paper on the impact of short delivery times on product returns² revealed that nearly 50% of online shoppers abandoned their carts due to lengthy delivery timelines. Another Deloitte poll in 2022³ showed that almost half of consumers would rather pick up an item five minutes away than wait two days for home delivery.

Shipping and logistics optimization can reduce customer anxiety by shortening the time period between a customer clicking on the "Buy" button and their package showing up at their doorstep. 

Increased loyalty and repeat purchases

Shipping speed doesn’t just satisfy — it sells again. When customers experience timely delivery, they’re more likely to make future purchases. It builds trust, increases convenience, and forms the foundation of repeat buying behaviour. 

In a crowded online marketplace, offering fast delivery can become a true competitive differentiator. More than a logistics strategy, fast shipping services are a brand advantage.

Navigating the fast lane: Challenges in international express shipping

Geographic distance and route complexity

The farther the distance, the more complex the routing, and the more room for delays. For businesses in Vietnam offering international express shipping, longer transit times due to geographical distance and the potential for bottlenecks can make fast shipping seem out of reach.

Customs clearance and regulatory hurdles

One of the biggest pain points in international shipping is customs clearance. Every country has its own rules, documentation standards, and inspection protocols. A missing invoice or incorrect HS code can delay your shipment for days.

Delays caused by paperwork errors not only frustrate customers, they also undermine your business’s credibility.

Cost management and trade-offs

Speed comes at a price. A UPS Capital survey in 2023⁴ found that businesses utilizing non-traditional last-mile and same-day carriers reported higher rates of damage and losses. Aside from the increased risk of damage during shipping and delivery errors, which may lead to costly returns and unhappy customers, speed is also expensive. Expedited shipping often incur higher fuel costs and express handling fees. It also puts operational stress on your warehouse and transport teams.

Strategies for accelerating your shipping speed

Optimize warehouse and fulfillment operations

Efficiency starts at the source. With DHL Express's adoption of Logistics 4.0⁵, we are able to bring international shipments from dock to stock in just 24 hours⁶. Warehouse optimization with streamlined picking and packing processes can shave hours off your fulfillment timeline. A blend of data analytics, decentralization, and real-time tracking helps to minimise delays and human error by enabling logistics route optimization. 

Inventory accuracy

Inventory miscounts can stall shipping before it starts. We use real-time inventory optimization strategies to prevent overselling our delivery lead times and accelerate processing. For businesses with nationwide or cross-border reach, distributed warehousing allows for your business to store stock closer to your customers, speeding up the shipping process.

Leverage technology and automation

Automated systems accelerate everything from order processing and label printing to inventory allocation and customer notifications. This reduces manual bottlenecks and allows teams to focus on quality control.

And don’t underestimate the power of real-time tracking. When customers can see exactly where their parcel is, they’re less likely to worry and far less likely to overwhelm your call center. 

Proactive communication and expectation management

Clear, honest communication is a customer service superpower. Customers who are provided with timely updates know what to expect, and have less reason to feel anxious about the whereabouts of their package. Real-time tracking is a powerful e-commerce shipping solution that builds trust and transparency, which can mitigate unpleasant outcomes when delays do happen. This is especially true for same-day deliveries, which likely contain goods that are urgently needed by the customer.

DHL Express: Your business partner in speed and satisfaction

At DHL Express, we’ve built our extensive global network with one goal in mind: helping your business deliver faster, smarter, and more reliably — anywhere in the world.

DHL Express offers tailored e-commerce shipping solutions for businesses, from fast fulfillment and last-mile delivery to seamless platform integrations. Whether you’re shipping from Hanoi to New Zealand or from Da Nang to Singapore, DHL Express streamlines international shipping processes for improved efficiency and customer satisfaction.

Fast deliveries drive better business outcomes

Speed as a necessity

Fast shipping services are no longer optional. It’s what your customers expect and what your competitors are already offering. In today’s market, it’s not just about what you sell, it’s also about how quickly you can deliver it. DHL Express helps small businesses overcome logistical challenges by simplifying international express shipping, eliminating administrative bottlenecks and streamlining delivery services. 

Strategic investment

Investing in better shipping isn’t just a logistics upgrade — it’s a strategic move that drives customer loyalty, higher conversions, and greater market share.

Partner with us for peak business performance in Vietnam

Ready to take your business to the next level? DHL Express Vietnam is here to help. With a presence in over 220 countries and territories, unbeatable customs expertise, and e-commerce integration, we’re your partner in creating seamless delivery experiences that turn first-time buyers into lifelong customers.

Open a DHL Express Vietnam business account today and unlock the express lane to customer happiness.