Delivering the Best Customer Experience

One of the most critical parts of business is delivering the correct products or services to your customer, as well as ensuring their complete satisfaction. Not only can this ensure you a solid base of people returning to your business, but it can also help you acquire brand new clients. To truly improve the amount of customers, as well as the quality of customers in your business, you should strive to improve on three critical components: your shipping and turnover time, the overall visibility of your supply chain, and the customer’s online experience.

Shipping of goods to the customer
The shipping of the products that you provide to the customer can be just as important as the products themselves. Customers that decide to purchase what you offer will not be customers for long if it takes a long time for them to receive their order. If it is too long, they still may enjoy your product, but the odds are that may not return. This can result in a whole host of problems, and while some may be apparent, others are significantly less so:

  • negative presence online through reviews, social media, as well as various directories
  • increased costs in marketing and customer acquisition
  • an increased need in man power to not only help the late shipment, but to ensure quality moving forward

In order to remain competitive and to leave a lasting impression on your customer, try to offer same day shipping, or at least an express shipping option. The fast turnaround will leave them happy and increase their chances of becoming a repeat customer.

Supply chain visibility
The concept of supply chain visibility is of the utmost importance for businesses looking to survive in the digital age. The ability for a customer to check the status of his or her purchase is absolutely critical. In addition to the faith it can instill in your customers, it can also allow you, as a business owner or administrator, to test the efficiency of your current system. Most customers expect to receive a tracking number at the very least, but any other information you can give them such as an email confirmation when items ship or leave the factory can do wonders for the health of your business.

Customer online experience
You must have an eye catching, user friendly website in order to see a real increase in business and profitability. This is important for a few critical reasons:

  • SEO and page ranking: A good website with a good infrastructure will not only be easier to find, but will show up more frequently.
  • A website that is difficult to navigate for the customer means missing out on possible sales.
  • If a returning customer cannot easily find what they are looking for, odds are they will not be a returning customer.

Having a user friendly website may seem to be obvious, but it is often overlooked and can have very negative circumstances.

Improving the supply chain visibility, the customer’s experience on your website, as well as your shipping practices can have a huge impact on the health of your business. Although these practices can be difficult to employ yourself, the use of a successful 3PL and logistics company can help provide the long term benefits for your business.

Leave a Comment