Inventory control plays a major role in supply chain management, and quality is the main key to customer satisfaction. However, shipping is also an area that consumers pay a lot of attention to. Supply Management indicated that customers don't mind delays in their orders arriving; it's uncertainty about the shipping process and their order status that irritates them.
Tracking The Shipment
Shipping goods to consumers is a labor-intensive operation, and customers want to know how long it will take to receive their orders. While waiting, the ability to track shipments allows them to feel up-to-date knowing where their packages are. That minimizes dissatisfaction, and some even view the tracking option as an added service fostering good will toward the company, the publication explained.
Keeping Clients Informed Is Best Practice
Because tracking shipments is such a large undertaking, Shipping Management stated utilizing software platforms for visibility or collaboration purposes may be advantageous for companies involved in shipping. Providing customer access to the technology gives them the ability to see where their orders are and when they are projected to arrive in real time. Having automated alerts can also be beneficial, as customers can be informed when a package is at a designated checkpoint or its destination. They can also access notes on the delivery, special details and invoices and billing, all of which enhance the customer experience and satisfaction quotient.
After-Sales Care Reaps Benefits
A LinkedIn article suggested a number of tips for companies looking to eliminate shipping delays. After-sales care is the tried and true method of assuaging customer angst and retaining their business.
Another aspect of keeping customers happy is ensuring they know that the company is monitoring the delivery process. While the delivery operation is charged with communicating with customers, the sales department should be actively reaching out as well to ascertain the clients' level of satisfaction and willingness to deal with the company again.
Keeping an eye on the day-to-day operations of the supply chain allows businesses to gauge the level of satisfaction their customers possess, as well as an innovative and outside-the-box way to keep clients in the fold, even if shipping problems delay the arrival of purchased goods.
Using mobile data collection software to gather barcode data and other pertinent information to stay abreast of shipping problems can keep a business at the forefront of a consumers' minds. Keeping them satisfied by being on top of any consumer-related issues is a definitive way to keep the company brand in a positive light in the current marketplace.