![]() Personalization in terms of packaging and value-added services (engraving, monogramming, relevant product samples, etc.), is a great way to create that link between the consumer and the brand. Personalization – 42% of consumers believe that they receive a more personalized experience online than in-store.This is also a great way to incorporate sustainability whilst still promoting your brand, by utilizing recycled and recyclable materials. By packaging orders with heavily branded materials, the customer knows exactly what they have received as soon as it arrives, and you can include unique brand messaging. Packaging – This is a huge part of your brand representation.Working with a provider who demonstrates experience representing brands in this way can be a valuable solution to ensure consistency. This means a focus on fulfillment operations, ensuring that a certain standard is followed from beginning to end. Social media aside, your customers should have a great experience when they receive their products. In this modern world, instantaneous feedback is just one post away, and unboxing is a big online content generator for influencers. ![]() The unboxing experience – On Instagram alone there are over 3.4 million posts under #unboxing.It’s crucial that brands work with trustworthy partners, including 3PLs, carriers, payment processors, and more, that have a proven track record of supporting large-scale operations. It’s important for delivery to run smoothly, as promised – from the initial email confirming their order has been received, to shipping confirmation, tracking, and receipt. Speed of delivery – Delivery is your customers’ most anticipated brand engagement.Focus on the following points to match your A-class front-end experience: If this is an area you are struggling with, it is time to upskill the post-click experience to be equal, if not better than the pre-click experience. These are vital components to creating the ideal customer experience, driving loyalty, and advocacy long-term. Without consistency, your customers won’t know what to expect from your brand, leaving the brand message unheard and the brand story unfulfilled in customers’ eyes. What are some of the common struggles brands encounter when it comes to the post-click customer experience?Ĭonsistent customer experience across channels is key to loyalty – this includes, online, in-store, value-added services, delivery, returns, and more. Post-click activities are the execution of the pre-click promise – are your customers going to be impressed or disappointed with what happens next? After all that effort to make the sale, don’t let the post-click experience fall short. The feeling the customer has when they engage with a brand is the emotive connection that converts clicks to sales. Ultimately, eCommerce involves a great deal of time and effort spent on experience, image, and customer relationships. This dedication to the outward impression of the brand is commendable and important. So, why does this happen? Oftentimes brands will pour resources – time, effort, and money – into their front-end eCommerce website and marketing. Is there anything worse, when you are anticipating a delivery, than it finally arriving – only to be late, poorly packaged, and maybe even damaged? This kind of customer experience is all the worse if you initially had a great digital experience, leading to high expectations about the arrival of your item. When you are happy with your brand’s digital customer experience, don’t let your fulfillment operations disappoint
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