Delivery - Your brand is only as good as the last touch point
Customer loyalty is a fickle thing. As part of your brand strategy you will always manage your propositions and brand association components to create that ultimate relationship and loyalty. Therefore you must ensure this carries all the way through to the last touch point / contact with your customer.
This passion for your product or your brand is vital to your success. It has to be sustained throughout the whole retail experience and whilst loyalty will overcome the occasional failings of your product or service it doesn't extend to the way you manage and perform your home delivery service.
Age old, loyal to the bone customers, threaten to cancel orders and even vow they will never return - despite years of buying relationships - over a mere single failing to meet their expectations for home delivery. As much as 23% of customers who have had a poor home delivery service vow and never do return to the retailer who has failed.
All lost and never to return just because of a poorly executed home delivery service.
Great home delivery starts with understanding your customer service subtleties: their need for home delivery to be handled in a specific fashion or timescale that is inline with their life styles. Get this right and they go out of their way to bestow gratitude.
Above all, you will be confident that the last touch point you had with your customer was a good one. You have performed to their expectations and soundly re-enforced your brand, its values and the long-term relationship until the next time you meet.
Using Axida’s home delivery software HDi you can ensure that the progress of each order is monitored, highlighting problems as they occur, ensuring customers are aware of difficulties before they happen. To find out more, please contact us.
Home delivery. You're only as good as the last experience. An experience that no longer stays in store!