Don’t let poor delivery companies ruin your customer experience!
@econsultancy have just posted an interesting article http://bit.ly/4Qz9H1 on a recent Which? report on poor customer experiences relating to product delivery. I expect that we have all, at some point in our lives had issues with delivery companies leaving things on show, damaging items in transit or having completely inflexible delivery processes.
Personally when this has happened to me I haven’t necessarily blamed the website I have used to make the purchase but ultimately they choose who to use for delivery so 9 times out of 10 the end result is that I go elsewhere next time. With so many possible suppliers for products in the modern online age any differentiator, however minor can be enough to sway me.
Brand, price and service are all equally important in gaining me as a customer initially but these standards must be maintained to keep me. Brand and price can be measured as can service post sale but do you do it? You can…
As a self confessed DIY geek I recently purchased a few items from Screwfix. I was attracted by their price, range of products and the promise of fast delivery. They delivered on all fronts but not resting on their laurels they emailed me a few days after delivery to check that I was happy with the product and the delivery service. I was also invited to review the product to share my experiences. Excellent!
Screwfix get to hear all about my delivery experience good or bad and can act accordingly, managing poor experiences or maximising the value of good experiences by enabling happy customers to become brand advocates.
As it transpired they good full marks all round and a glowing review for the product. Job done!
The same process can apply for any fulfilment be it a physical product delivery, event or service and with data fed into MessageFocus automatically the follow up campaigns need not take up resource. Speak with your commercial manager to discuss options for managing your customer experience
Rob Hunter, Group Account Director
Tags: #emailmarketing