The importance of the customer experience when it comes to your proof of delivery process
Submitted by Alexandra Truchot, Content Creation Specialist for Objectif Lune.
October 12, 2016
Building your customer base involves a lot of money and effort. Once you’ve attracted new customers, it’s wise to do everything you can to keep them happy and committed over the long term so that your investment was worthwhile.
If you focus your efforts mainly on getting new customers and neglect to give your current ones a special experience, you’re actually working for your competitor, who is providing a more exclusive customer experience and doing everything possible to win their loyalty.
That said, you have a golden opportunity when delivering products to interact with your customers and make the experience positive for them. The goal is to make them want to continue buying your products, and even to recommend you to others in their network. In fact, this is one of the only chances you’ll get to meet them in person and interact directly. Why not take the opportunity to wow them?
Provide quality service to maintain customers
By providing your delivery persons with a tablet to manage delivery notes, you can impress your customers by asking them not only to sign the delivery note directly on the mobile device (rather than signing a piece of paper), but by allowing them to change the quantities they received in real time. They can even add visual proof of a damaged package, and the delivery person can specify the location information to confirm that the product was delivered to the place the customer had indicated. Then it just takes a click to send the proof of delivery to the office and to email it to the customer.
Be proactive in earning customer loyalty
Since the delivery note gets to the office faster, your staff can be proactive in addressing problems. If a parcel is damaged, the office clerk will immediately receive the proof of damage and can quickly contact the customer to apologize and offer an alternative. When paper is used, it can take 24 to 48 hours, or longer, before the customer gets any news about the damaged product. But in the former case, the customer hardly has any time to get upset. With an automated digital process, customers can’t help but notice how proactive you are in dealing with such incidents.
In addition, since data entry is no longer done by hand, the data is more reliable and the billing can be done seamlessly. Not only will your customers pay faster, since nothing needs to be changed on the invoice, but there’ll be less risk of receiving complaints.
Get closer to reaching your productivity, operational efficiency and customer experience objectives one step at a time!
Alexandra Truchot – Content creation specialist with Objectif Lune. Writer and compulsive reader. Eager for unknown destinations and exciting encounters. Anything is possible, you just have to believe it. Connect with her on LinkedIn.
Objectif Lune has 20 years of experience developing Customer Communications Management solutions. Our solutions bridge the gap between systems and automate more personalized, relevant, multichannel customer communications. Learn more at: www.objectiflune.com.