Estimated online retail sales worldwide are projected to reach $2489 trillion by 2018 which represents a growth from 7.4% in 2016 to 8.8% by next year. With more businesses adopting e-commerce practices, the competition is set to become increasingly aggressive.
Fast, accurate and efficient fulfillment of customer orders is paramount to any company’s success. However, one other important – and sometimes overlooked – ingredient in the success equation is a good post-purchase customer experience that keeps them coming back and turns them into brand advocates who spread positive word-of-mouth.
Customer satisfaction is the name of the game. What do customers want from their online purchasing experiences? While the list is endless, here are some of the most important expectations:
All fulfillment related activities – warehousing, transportation, inventory management and administrative tasks affect the post-purchase customer experience.
The fulfillment process is cumulatively complex. Hence, attention to detail is a must.
Surpassing your customers’ expectations starts with on-time delivery, each time, every time. This means you need a fulfillment partner that helps you set the standards with an efficient operations system and technological support. Make sure your fulfillment partner has flexible order and warehouse management systems. Look into their order accuracy and processing history, whether they can scale, what quality control measures they have in place, whether they provide regular SLA reports, what shipping options they have, etc.
Today’s fulfillment partners should be more than a courier service. The idea is to have a meaningful strategic business partnership with them. Appointing the right fulfillment partner leaves businesses with more time to focus on enhancing customer expectations and satisfaction levels.
With Gartner predicting that 100 million consumers would shop virtually by 2020, it is the right time to begin enhancing your customer experience scores if you want win a sizable portion of that business.
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