Importance of Customer Experience in the Logistics Industry

 

Customer Experience (CX) refers to the feelings customers experience while interacting with a brand. It includes touch-points from browsing for products, placing orders, post-purchase interactions and even returns.

The elements of customer experience are ease of placing orders, custom packaging, unboxing experience, fast shipping, proactive order notifications, seamless returns and more.

What is the importance of customer experience?

The importance of customer experience in the logistics industry keeps rising, making it beneficial for ecommerce sellers to take steps to enhance customer experience. It boosts customer satisfaction, and satisfied customers stay with a brand, thus increasing customer loyalty and retention.

A superior customer experience also reduces customer churn, i.e. the percentage of paying customers who stopped purchasing from a brand during a given time period.

When you create a memorable experience for a customer, they will be more likely to give you positive reviews and promote your brand to their acquaintances. As a result, your brand reputation and visibility rise, boosting ecommerce sales in the long run.

How to enhance customer experience?

Alleviating customer experience can be a game-changer for ecommerce brands; let’s look at some ways to improve a customer’s experience with your brand:

Use custom packaging

You can level up your product packaging by using customised boxes that highlight your brand. Environmentally conscious brands can use sustainable packaging materials like biodegradable packing peanuts.

You can also add personalised touches to the package like stickers, postcards, “thank-you” notes, free product samples and more. At the same time, ensure that the order is packed safely to prevent in-transit damage.

For instance- Eshopbox gives sellers the freedom to get their orders packed in customised boxes with marketing inserts and more.

Provide fast shipping

2-day shipping has become a norm for customers, and they expect all ecommerce brands to provide it. You can provide lightning-fast shipping by splitting inventory into multiple warehouses across the country.

An automated and streamlined pick and pack system helps ecommerce sellers ship goods quickly and delight customers.

Robust 3PLs like Eshopbox ship orders at lightning-fast speed to delight customers.

Ensure post-purchase notifications

Post-purchase notifications through email or SMS make customers excited about receiving their orders. It also prevents anxiety related to the orders and WISMO (Where-Is-My-Order) calls.

With Eshopbox, ecommerce sellers can actively send notifications at various order processing stages to engage customers.

Implement a seamless returns policy

Effective returns management benefits sellers by making it cost-effective and increasing a customer’s trust in your brand. Thus, increasing the chances of customers placing orders with your brand again.

Ecommerce sellers can provide seamless returns by clearly displaying a returns policy on their ecommerce website. Allow return requests to be turned into exchanges and send proactive return notifications.

Eshopbox makes the returns process easy for customers and turns return requests into exchanges in just a few clicks. Moreover, Eshopbox makes returns cost-effective for brands by quickly refurbishing returned products to resell them.

How to measure customer experience?

From a customer’s perspective, their experience with a brand should be easy and enjoyable. A delighted customer is likely to return to a brand again, whereas dissatisfied customers will switch to your competitors.

You can measure customer experience through Net Promoter Score (NPS), an ecommerce metric to assess how likely customers are to promote your brand to their acquaintances. In addition, you can use customer satisfaction surveys to check how delighted your customers are with your brand.

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