Maximising customer experience
Delivery service
An efficient delivery service will ensure customers continue to use the business. Processes to provide efficient delivery service include the following:
- bookable delivery times
- home delivery
- tracking system for online orders
- next/same day delivery
These will encourage customers to buy the company's products over the competitor's products.
Communication
High quality information and communication throughout the purchasing process will lead to greater customer satisfaction. For example:
- providing live chats
- FAQ (frequently asked questions) pages on websites
- having a time limit for replying to customer enquiries
Customer complaints
Organisations must be able to handle complaints effectively and should have a process in place to ensure complaints are handled quickly and efficiently. Customers can be offered:
- warranties and guarantees on products
- a good returns policy
Accessibility
Systems should be in place to ensure that customers are able to access goods and services easily and efficiently.
- websites should be easy to navigate, place orders and offer quick delivery times
- queues within shops should be kept to a minimum
Technology
Keeping up to date with new technology can offer more efficient processes. For example, the introduction of:
- self-service checkouts
- online tracking