How Logistics Companies Can Keep Customers Happy
More than ever, customers expect a smooth and efficient service. Adopting a customer-centric approach is pivotal to shaping the long-term success of the business. To efficiently meet the customers’ expectations, logistics companies need to consistently perform to build brand loyalty and bring competitive advantage.
Offering flexible, consistent and excellent service is imperative in keeping customer satisfaction levels high for logistics companies.
Establishing excellent communication channels lays the foundation for a successful and lasting relationship with your customers. When customers engage with a company, they expect updates on when the goods will be picked up, delivered and if they can contact the provider easily for help (if need be). It is important that customers are consistently engaged in a communication loop by being informed of inadvertent delays on order fulfilment.
Going The Extra Mile
Good customer service is both reactive and proactive. When other logistics companies in the saturated industry can equally provide seamless and reliable services, customers will revert to looking for unique market advantages that can compel them to repurchase from a particular company.
Improving customer satisfaction by going the extra mile can be done through diversifying the services provided. One method would be to offer multiple customer service touchpoints through the option of calling, direct messaging on social media, or live chats online. The multifaceted communication avenues illustrate an unyielding commitment to customer service, aiding in customer acquisition and retention.
Good customer service is easily recognised. Today’s fast-paced society has created an environment whereby customers are accustomed to instant gratification and would expect demands to be met in a timely manner. Keeping promises on the basis of deliveries has thus become a necessity today to achieve customer loyalty. By informing customers of what they can expect and when they can obtain their required services and products demonstrates a company’s commitment to the promise. Including an accurate timeline to ascertain the prompt provision of services removes ambiguity, needless anxiety and reinforces trust in your customer relationships.
To under promise and over deliver is a golden role for not only logistics companies, but businesses globally.
Personalising the Shopping Experience
According to a study conducted by UPS, customers want to feel valued and be rewarded for their purchases. In addition, 95% of customers expect to see all shipping fees and taxes totalled before they purchase a product. Using order tracking systems is one way of improving such visibility for customers.
Logistics companies need to customise the end-user experience through optimising delivery processes, creating loyalty programs and making returns hassle-free. A top-line approach can be created by tailoring the experience and improving transparency to build trust and aids in customer retention.
Roadbull is committed to delivering a reliable and seamless experience for our customers and clients. Find out more about our services here.