The most basic processes in a company’s operation need to be aligned for customer success. It all starts with interest and awareness from traditional and digital marketing. Then the customer may do additional research on social media, reviews sites, blogs and articles about your product. With the research journey complete can one purchase online, call, chat, or email to complete the purchase process?
The most basic operations in a company need to be aligned for customer success. It all starts with interest and awareness from their traditional and digital marketing. Then the customer may do additional research on social media, reviews sites, blogs and articles about your product. With the research journey complete can one purchase online, call, chat, or email to complete the purchase process?
With the emergence of ecommerce and consumer behavior turning to digital the fulfillment and customer service teams need to be combined together. Consumers expect nothing less than packages to arrive at the right place, on time and with the exact contents included. If this does not occur a company’s reputation and the customer may question their loyalty to the brand.
The most basic order fulfillment processes are becoming increasingly more customer facing. Operations can and should be used as another tool to complement your customer service initiatives. From the warehouse shelf, pick/pack process, shipping dock and ultimately the customer’s doorstep, there is journey. The post customer shopping experience is now very important.
Provide order information. Hold your order fulfillment operations accountable by providing customers with tracking information for their orders as this should not be a customer service function. These messages can often be automated through your logistics partner or email provider.
Post purchase channels. Have several contact methods, such as social media, live chat, email, and phone ensures convenience for a customer to contact you. Don’t forget to ask for a review about the product and build your brand awareness online. If you get a five star review you need to market this across your online marketing channels.
Learn from a return. If a return occurs from a customer it is essential for your customer service team to ask, “why are you returning the product”? Your customers are your best advocate to build your products and company. Take the feedback and learn how to make improvements.
In summary, learning the customer journey and making changes are essential to building your company and brand. Learn how and what influences the conversion process and align your fulfillment team and customer service teams as one.