The key to order fulfillment customer satisfaction is setting expectations. No matter how good your product is, if the order comes damaged or packaged poorly customers will not be happy. Delivery is another issue if your customer is expecting a package tomorrow and they don’t get it for another week, they will be unhappy.
Over the years we have refined a list of 3 key areas of focus to keep your customers satisfied and wanting to order more. Setting clear expectations is very important. Let’s take a look at what you should focus on.
3 Order Fulfillment Satisfaction Tips:
- Inventory Visibility – When you have an online store, it’s important to make sure customers can see the products they want in real-time availability. According to statistics, 80% of customers will not revisit if the web site does not have accurate product availability. If you list it on your site for purchase, you better have it in inventory to ship out. When you are out of stock, you can either remove the product from view or state that it is out of stock and provide information on when it will be available.
- Customer Service – Give your customers a way to reach a live person to answer questions and solve problems. Nothing is more frustrating than an endless loop of auto attendant. Most questions and problems can be solved in under 3 minutes. Invest in your customer service to gain long term customer loyalty. These days you can offer a chat box rather than a phone number, just give people and easy way to reach a real person to answer their questions.
- Order Tracking and Communication – Customers want to know when they can expect their delivery. When a company promises a package will arrive the next day, but it doesn’t arrive until the next week, the customer is furious. Provide updates even as the items are in the pick and pack stage so that customers know their order is in process. Utilize tracking and delivery technologies that give customers real-time updates on where their package is. When a company invests in clear order communication, this builds trust and reliability with the customer.
The more transparency and communication you provide to your customers the better. They will feel more cared for and that they are important to your company. Happy customers are the lifeblood of your business. They buy more from you and recommend you to others.
Neyenesch can help you keep your customers happy with our order fulfillment process. Call us today (619) 297- 2281 or email email@example.com.