Fifth Gear created an infographic on 15 tips on how to make the best customer experience and order fulfillment possible. Let’s focus on 5 of the most important (and sometimes obvious) ones.
1. Get the right product to the right person at the right time. This may seem like a no-brainer but have you ever been mailed something accidentally that wasn’t for you or maybe you never received something you were expecting. Accidents do happen, but you risk losing a customer if you send them the wrong item or it takes longer than they expected to get to them.
2. Set expectations before the transaction takes place. Let the customer know everything about the product, the shipping, any costs or anything else up front. It’s better that they see it in the beginning before they make their decision than find out afterwards and be upset about something.
3. Insert offers based on buying history. Relevancy here is key. See what the customer has bought in the past (or based on this purchase) and send them an offer or discount on a relevant or complimentary product.
4. Share delivery information. Let customers know where their product is at all times. Whether leaving the warehouse or en route, give them status updates so that the customer can track their item along the way.
5. Make the fulfillment process a part of your service strategy. View order fulfillment as a brand strategy to achieve the ideal customer experience. If your customers are happy with their product, order, and shipping, they will remember you the next time they are looking for a similar item.
