Delivery - Meeting customer's expectation
All retailers understand the need to meet expectations - the fit of the clothes, the shine on the furniture, the smell of the produce, the gloss or sheen on the flowers or leaves. If there is the slightest doubt, customers will simply not buy it.
Customers have great expectations. And it doesn't stop at the product or store experience. It directly extends to home delivery. The problem often starts with the store - that superb experience offered by the well-versed assistant who promises everything. Unfortunately without the correct systems and processes many of the deliveries are destined to fail.
There isn't really any excuse for a retailer not to understand the service subtleties this sales assistant has gathered - the simple things that mean so much to the customer and then plans these into the home delivery process.
Going out of your way or seeming to do so, improves customer satisfaction with your brand and the product it delivers (whether it continues to display its virtues outside the store or not).
Better still when you meet your customer's expectations in your home delivery process, they tell everyone. There is nothing better than a reference to make a sale and establish a long-term customer relationship!
Using Axida’s home delivery software HDi, sales assistants can offer customers a delivery window that suits their needs and is logistically possible. HDi puts you in control of the offer and associated costs. For more information, contact us.