Any business owner knows that acquiring new customers is not the only way to build a strong business. The secret also lies in creating strong relationships with existing customers to encourage repeat business. Repeated studies have shown that it costs businesses more money to attract new customers than to retain existing ones. If you want your business to go a long way, it is worth investing your energy in establishing customer loyalty.
Your business's logistics plays a big part in this equation. No matter how great your product is or how appealing your website is, your customers might have a poor perception of you if they are not satisfied with how and when they receive your product. In fact, an overwhelming majority of customers who experience poor delivery service from a logistics company are unlikely to shop with the brand again.
If you don't want this to happen to your company, here are the essential tips you should follow:
If you aim for the smoothest logistics possible, you should know that correct item inventory and reliable suppliers are two of the most critical aspects. The first interaction of your customer with your product is through your website. If you advertise an item on your e-commerce site but don't have it in your warehouse, your customer will definitely be disappointed. Whether you have an internal or external logistics company taking care of this aspect, you should have this under control.
The best thing you can do to address this concern is through tracking. Master the art of supply and demand for your business, review your forecast regularly, and calculate safety stocks. That is how you can prepare for and avoid any customer frustration. Consider having a real-time stock counter on your store that way customers will know precisely when the product will run out.
Customer loyalty begins and ends with trust. If your customers know they can trust you, they will be more likely to make repeat purchases from you. As part of your logistics services, keep your customers updated before and during the item they ordered has shipped out. Staying transparent with them will not only keep them informed, but it will also help manage their expectations.
Being transparent also includes being specific regarding delivery options, possible delays, expected delivery dates, associated costs, and return conditions. Your goal should be to avoid any surprises. Being honest from the beginning will help gain their trust from the get-go in case something unexpected happens later on.
It's not enough that you're transparent with your customers. You should also show that you are there to help them out the best you can. One of the reasons customers don't carry through with an online purchase is not knowing which delivery approach they want. Some want door-to-door shipping while others prefer the pickup option.
Given these facts, your logistics company should provide various service options to meet these different needs. Offer a standard, express, and next-day delivery if you can. These shipping selections show your flexibility as well as offer customers other price points to consider, giving them many options to choose from.
The logistics company you choose to partner with is also an extension of your brand. Although you are two different companies, the customers see you as one. A bad experience from this part of the business can immediately erase all the hard work you've accomplished. As much as possible, choose a partner with flexible shipping options, a successful delivery rate, complimentary insurance, and excellent customer support.
If you want a logistics company that can provide your business with all the logistical support you need, know that Comet Delivery is here to serve you. We are a logistics and warehousing company in the US that provides trucking, logistics, same-day delivery, and customized routes services. Contact us today to learn more about our offered logistics solutions.