Customer Satisfaction & Social Media
The internet and social media have made the customer have more choices at their fingertips and a stronger voice. We share our good and bad experiences with our social media friends, and we rely on our friends’ experiences to determine our choices.
There has been an extensive study done on the five steps of a retail buyers’ journey, which consists of awareness, consideration, purchase, loyalty, and advocacy.
For a retailer to stay competitive, they need to record customer’s satisfaction or dissatisfaction at the right step, which is, right after completion of delivery. Timing is important. If you do not capture this valuable information in a timely fashion, you may lose the opportunity to correct any mistakes. If a customer is very satisfied, it would be very useful to provide them with the opportunity to share their experience on the social media platform of their choice right after delivery. The moment is captured, any issues can be addressed immediately, and their captive audience on social media gets to know about their good experience with your business immediately, which is by far the best marketing tool. Customers want more choices and control over time windows. They want home delivery companies to delivery when they want. The world is going online and customers expect to be able to self-serve and do as many activities as possible online. They shop online, they expect to select their delivery windows online, and they expect to give feedback online. This not only gives them the freedom to do things when they have time, rather than be interrupted in their work but also gives them a sense of control.
Customers of the modern day are not OK with having to work around the delivery organization’s constraints and be told when their delivery will arrive or be given very limited choices to pick from. They don’t want to receive a phone call middle of their work day and be told that their delivery will arrive the next day or in a couple of days, and them having to re-arrange their lives to make time for it. Just as they are able to book a doctor’s appointment, or schedule any other appointments online, they want to be able to select time windows online during their free time, so that they can look through their calendars and easily pick a time window that best suits them.
For a delivery organization, this can be a huge challenge. The delivery process is an expensive process, and capacity constraints along with the ability to go to a certain location on certain days is a genuine constraint.
You need an intelligent system that is able to understand your trucking capacity constraints and still provide choices to the customer so that their need and your capacity are a perfect match. This way you are able to deliver furniture and appliances at the most convenient time for the customer, without having to run an expensive partial truck.
— Chris Dyson
Business Development Director, Bob Mills Furniture
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