Logistics & Delivery: Promote Engagement for Sustainable Customer Relationships
Posted: Thu Dec 26, 2024 4:29 am
With millions of packages delivered around the world every day, communication has become an integral part of the logistics world. Customers are looking for meaningful information about the status of their packages. Did the order arrive? When will it be delivered? How do I return it? If you don’t engage customers on the right channels (i.e. the ones they want to use), their dissatisfaction will skyrocket at critical moments. So how do you avoid this? Let’s look at the many touchpoints and interactions in the delivery journey.
CM.com
CM.com
SUMMARY
Add Value to the Order
Proactively Inform Your Customers During Order Transport
Optimize your Customer Service
Manage Returns
Build Lasting Customer Relationships
Today’s transportation industry is constantly busy, processes a lot of data every day, and prioritizes customer service. As the saying goes: time is money. For logistics companies, reducing costs is always beneficial. On their side, customers expect fast and efficient delivery and relevant and personalized support. They also want to be kept up to date on the status of their order and its delivery. In addition, they expect proactive information from companies. Failure to meet these expectations at critical touchpoints can have a negative impact on the customer experience.
So what are the key moments in the delivery journey? And how can you add value to customer interactions? To illustrate this, we’ll follow the journey of James, your own fictional customer, step by step.
Add Value to the Order
The first step in any delivery journey is, of course, the order. This may seem like a simple process, but it involves many critical touchpoints that can impact the customer experience.
Let’s say James wants to buy a new bike. His delivery journey starts on your website, even before his order is placed. Is your site user-friendly? What are your delivery fees? Do you offer next-day delivery? The payment methods you offer (or don’t offer) also matter: customers prefer to use the payment methods they’re familiar with. And these methods can vary depending on your target audience. Not offering the right payment methods can make consumers reconsider their purchase. James, for example, prefers to use Apple Pay to pay for his purchases. If this payment option is available on your site, it will have a positive impact on his experience.
logisticstransport-infographic-blogimage-ordering1
Order confirmation is also a key moment in the delivery journey. It updates the customer on the delivery process and, as the name suggests, confirms that the order went smoothly. Receiving an order confirmation via email reassures James that he is now aware of the next steps in his customer journey.
logisticstransport-infographic-blogimage-confirmation
Proactively Inform Your Customers During Order T board members email lists ransport
The best time to engage with customers? Before they ages (via WhatsApp Business Platform or SMS ) to customers who are waiting for a package to meet their expectations and avoid them worrying about the delivery. Let James know what he’s getting and when.
Hello James, your Bikeshop order will be delivered on 02-02-2023 between 11:00 and 12:00.
Even when things don’t go as planned, proactively let your customers know. This will reduce the burden on customer service and, more importantly, put your customers’ minds at ease. If they’re kept informed, they’ll be less likely to call you.
CM.com
CM.com
SUMMARY
Add Value to the Order
Proactively Inform Your Customers During Order Transport
Optimize your Customer Service
Manage Returns
Build Lasting Customer Relationships
Today’s transportation industry is constantly busy, processes a lot of data every day, and prioritizes customer service. As the saying goes: time is money. For logistics companies, reducing costs is always beneficial. On their side, customers expect fast and efficient delivery and relevant and personalized support. They also want to be kept up to date on the status of their order and its delivery. In addition, they expect proactive information from companies. Failure to meet these expectations at critical touchpoints can have a negative impact on the customer experience.
So what are the key moments in the delivery journey? And how can you add value to customer interactions? To illustrate this, we’ll follow the journey of James, your own fictional customer, step by step.
Add Value to the Order
The first step in any delivery journey is, of course, the order. This may seem like a simple process, but it involves many critical touchpoints that can impact the customer experience.
Let’s say James wants to buy a new bike. His delivery journey starts on your website, even before his order is placed. Is your site user-friendly? What are your delivery fees? Do you offer next-day delivery? The payment methods you offer (or don’t offer) also matter: customers prefer to use the payment methods they’re familiar with. And these methods can vary depending on your target audience. Not offering the right payment methods can make consumers reconsider their purchase. James, for example, prefers to use Apple Pay to pay for his purchases. If this payment option is available on your site, it will have a positive impact on his experience.
logisticstransport-infographic-blogimage-ordering1
Order confirmation is also a key moment in the delivery journey. It updates the customer on the delivery process and, as the name suggests, confirms that the order went smoothly. Receiving an order confirmation via email reassures James that he is now aware of the next steps in his customer journey.
logisticstransport-infographic-blogimage-confirmation
Proactively Inform Your Customers During Order T board members email lists ransport
The best time to engage with customers? Before they ages (via WhatsApp Business Platform or SMS ) to customers who are waiting for a package to meet their expectations and avoid them worrying about the delivery. Let James know what he’s getting and when.
Hello James, your Bikeshop order will be delivered on 02-02-2023 between 11:00 and 12:00.
Even when things don’t go as planned, proactively let your customers know. This will reduce the burden on customer service and, more importantly, put your customers’ minds at ease. If they’re kept informed, they’ll be less likely to call you.