Humans are a mixed evolutionary bag. Some of the same mental adaptations that make it possible for your customers to enjoy your products can also make your marketing job harder. As good as users are at making brand value judgments, they're also swayed by deep-seated sentiments.
Few emotional landscapes make for more difficult marketing terrain than disappointment. If your customers have bad experiences, the memories will persist, and your relationship with them will sour. Here's how to avoid that.
Understanding the e-Commerce Customer Mindset
Research has shown that feelings have a decided impact on memory formation. An experience that emotionally arouses someone is more likely to be remembered.
This concept is nothing new, but it takes on enhanced depth in our instant-gratification world. For instance, 75 percent of consumer respondents surveyed in 2017 said that free shipping was a major factor in their shopping choices. Now that next-day delivery and other luxuries have become the norm, engineering a stable, straightforward delivery process is key to retaining your customers.
Want to avoid nightmare shipping experiences? You'll need to promote better organizational habits.
Use What You've Got More Effectively
Managing your resources with greater finesse can help you improve the customer experience. Since all they see is the tracking and delivery, they have no other benchmarks to judge you by. Get better at dispatching your essential resources to meet demand and keep them satisfied.
Resource oversight isn't just about organizing trucks, personnel, warehouse space or other tangible assets. It's also about managing your time and organizational capacity. Your decision-making team can only do so much. Lighten the load by using tools with advanced workflow oversight and improvement features, such as dynamic route optimization.
Build Relationships on Firmer Footing
To finalize orders dependably, e-commerce companies need strong ties. They have to work with others to secure viable freight prices, attractive shipping perks and modern standards such as online tracking. Reliable, cost-effective partners are essential.
Rethinking your use of courier service software could make it easier to avoid kinks that prompt bad customer feedback. Imagine that you tracked how well your drivers followed dispatch instructions using their delivery times and other stats. If you found negative results, it could mean that you should have hired more selectively or signal that you needed to invest in better training.
Apply similar practices to other partners, vendors and service providers. Your e-commerce business is the sum of its ingredients, so make sure they all work flawlessly.
Change Your Customers' Perception With Better Courier Software Tools
A better courier software system can help you put your business on the right track to impress customers consistently. Whether you're trying to WOW recipients with shorter turnarounds or funnel goods from commerce giants to broader markets, running your operation more intelligently is the best start. Talk to a Key Software Systems expert to learn how.