What our customers dream of is a beautiful white and perfect christmas.
Reality sometimes is not as pretty.
Are you communicating enough with your Customer?
Retailers are still not addressing the foreseeable issues and will have to deal with a lot of unhappy customers. From my experience people are more likely accept an unpleasant situation when given enough time to adjust rather than having it be a surprise. Getting ahead of the problem may aggravate the client but will most likely ensure the client stays loyal to your brand.
-Almost 28% of respondents said that they would not shop again with a retailer that failed to deliver on time.
UPS, FedEx, and many other shipping
and mailing services have setup alerts and ways for their customers to be in
the know if there are any delays or disruptions. Shouldn’t we all follow the
same model and include a message on websites or have a sign up to getting updates on deliveries?
Some other advantages:
- Collect more emails as people will want possible updates
- Interact with a customer and build a relationship
- Show up your competition by being the problem solver
Why
does this matter?
Branding is not only about nice logos and cool colors; it is
about customer service and how your brand handles curve balls. Showing
initiative and caring about the clients happiness (even when it is bad news)
shows that you are serious about your brand and care fo the customer's satisfaction.
“This is about managing customer expectations, and improving retention through clear
messaging and delivering on promises.
Last year, stats show that during December at least 225,000
parcels each day failed to arrive when promised, while 60% of people
shopping online last year had problems with delivery of their item.”
http://econsultancy.com/
Resources:
FedEx
http://emails.fedex.com/m/p/fdx/login.asp?ref=splash&country_code=US
USPS
http://about.usps.com/news/service-alerts/
UPS
http://www.ups.com/content/us/en/about/news/service_updates/20131205_centralgeneric.html
