Customer experience (CX) is crucial to the success of your company, there is no doubt about that!
But what really constitutes customer experience and why is it so important? And just how much of a role does shipping and fulfilment strategy play?
In this post, we explore all things customer experience, including what the term means, where your company’s shipping strategy comes in, and just why CX is so crucial for customer loyalty and business growth.
What is customer experience?
Customer experience refers to every single point of contact that a consumer has with your company. Basic support is no longer enough to satisfy your customers. Providing an experience that your customers love now involves removing friction from every step of the customer journey.
This encompasses going above and beyond for your customer - using new technologies, efficient processes and world-class customer support and self-service channels to proactively prevent issues and solve problems.
Your company’s customer experience makes up the entire 360-degree perception that a customer has of your business, including everything from your brand messaging, the products you sell, your customer service, your post-sale relationship and your shipping experience.
Technology has given a businesses an amazing opportunity to improve CX and build a loyal customer base - but if your organization fails to grasp that opportunity, it also given customers a way to easily move on.
A study from Salesforce found that 75 percent of consumers expect a consistent experience whenever they engage with a company, and 70 percent of consumers say technology has made it easier than ever to take their business elsewhere.
Why is shipping an important piece of the CX puzzle?
Customers now expect the same level of service and personal engagement from the companies they interact with as they get from innovative companies such as Netflix and Amazon.
That means a seamless, easy-to-navigate and frictionless experience. Just because you ship after your customer has already purchased an item, doesn’t mean the experience no longer matters. In fact, since shipping is one of the last interactions you have in the transaction, it’s arguably the most important for leaving a lasting impression.
How efficient, cost-effective and innovative your shipping processes are will either make or break your company’s overall customer experience. Everything from how fast you ship an item, whether customers can track their delivery, the convenience of the delivery experience, the cost and the unpacking experience, will all build up the overall opinion of your brand.
An improved shipping experience will build customer loyalty
So, why is customer experience so important for your company? It helps drive brand loyalty, which in turn boosts profits and empowers your organization to continue growing.
In fact, according to a study from American Express, 58 percent consumers are willing to spend more on companies that provide excellent customer service. A happier customer will spend more on your company, give good reviews and peer recommendations and won’t leave you for a competitor.
That’s why Freightcom has developed a unique software solution that fully automates your company’s existing shipping processes, as well as integrates customer experience tools that will wow your clients.
Ready to learn how Freightcom’s innovative solution can simply for your company’s shipping and fulfilment process and transform your customer experience? Contact us today for more information.