EP366: The Hidden Ecommerce P&L Lever: Rethinking Delivery As A Growth Strategy, With Ingrid CRO Fraser Trivett
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EP366: The Hidden Ecommerce P&L Lever: Rethinking Delivery As A Growth Strategy, With Ingrid CRO Fraser Trivett
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tl;dr What you'll learn:
- 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.
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.