4 key customer expectations (and how to meet them)
How do you grow your business while meeting customer expectations? Find out how a 3PL can help.
A few clicks and the next day your order is in your hands.
In today's fast-paced world of internet shopping, customer expectations have risen so high that it can be difficult for smaller businesses to keep up.
Customers also expect to be able to track their delivery and be informed of the time slot it will arrive. If an item needs to be returned, they demand a smooth, easy procedure and a refund processed on the same day.
How can your business not only survive but thrive when you're up against big businesses and high customer expectations?
This is where a 3PL like Stowsafe Fulfilment can step in and help.
A fulfilment centre takes care of the storing, packaging, dispatching, returning and stock-taking of your product. This frees up more time for you to work on developing it – the very reason you started the business in the first place.
But will this switch to a 3PL affect the customer in any way? Will your business lose its personal touch?
Thankfully, the answer is a big fat "no". Switching to a 3PL like Stowsafe will be a seamless transition and you'll continue to meet customer expectations – only now with a shorter to-do list and a clearer head.
Here are just some of the ways we can help.
1. Fast delivery
The rise of next-day delivery is wonderful for the consumer – but it can be a nightmare for a small business. Even with the best of intentions, things can go down the Swanee.
You've run out of packaging. The Post Office has closed for lunch. Your car is at the garage today… The list goes on and on. And if the customer doesn't get their package on time, you will soon see your review ratings drop.
What if all these routine tasks could be delegated to someone else, so you can concentrate on doing what you love?
At a 3PL like ours, your product will be stored in a dedicated area. Stock is monitored via a warehouse management system (WMS) along with your in-house management system (OMS).
When an order is placed, the software, working seamlessly with your eCommerce platforms, immediately sends an alert. The order then gets packaged and shipped in a matter of hours.
On top of this, Stowsafe offers same-day dispatch for orders received before 2:30 p.m.
The WMS will keep you and your customer informed of the order's progress, meaning you're still part of the process and can rest assured that your customer service levels are being met. The same goes for the customer, who can be confident that their order's on its way.
Our tech solution makes it easy to keep track of stock. A handy low-stock notification will alert you if you need to replenish your stock. This is one of many great tools to help you avoid customer disappointment.
If you have a variety of products, this automated system is very useful in evaluating which are more popular and where adjustments need to be made. All in all, it's far easier than stock-taking in your garage or other home storage area.
2. Frictionless returns
Large companies have raised the bar with returns, turning what was once a nice-to-have into an out-and-out expectation.
We're talking about the big retailers like Amazon. They've made it easy for the customer to reseal the package, return it and receive a quick refund, smoothly and hassle-free. But for small businesses, this is another time-sink in an already busy schedule.
Would you like someone to take care of this too?
A 3PL will handle the returns process for you. The return request will be handled in the same quick and seamless way as the order via the WMS and OMS, keeping the customer informed and providing a swift refund.
Once the goods are returned, we'll inspect them for damage and dispose of them if necessary. If not, the goods will be returned to stock for resale and your inventory updated accordingly.
3. Consistency
Satisfied customers often show loyalty to a business with repeat orders but will naturally expect the same level of service as before. Maintaining that standard will become more difficult as your business grows – and you can become a victim of your own success.
How do you maintain consistency and customer satisfaction?
Switching to a 3PL is a quick and easy process which lets you maintain the same high level of service that your customers are used to.
4. Maintaining that feeling of connection
Customers have grown tired of mass-produced products. They want individuality – a return to dealing directly with the business owner. They expect a personal service: a feeling of connection with you, the maker, who genuinely cares about the product.
When growing your business, you'll have spent considerable time creating the brand image that fits you and your product. You'll have carefully chosen your logo, bespoke packaging and the little details that keep customers returning – things like "thank you" cards, vouchers and marketing flyers.
Will partnering with a 3PL make you lose this personal touch?
No – this doesn't have to change when you switch to using a 3PL, because a good 3PL exists to support small businesses like yours and offers a bespoke service that is tailored to your exact requirements.
Do you need custom labels for specific customers? Do you need boxes or kits assembled at the packing stage? All of this is part of the service.
How to smooth the transition
We know you've worked hard to achieve your success. Here at Stowsafe, we want to help you grow further in a way that still gives you full control over your business and your brand identity.
We aim to make the switch to using a 3PL as easy and as quick as possible, offering a convenient, affordable service. And we recognise that each business is unique. That's why we tailor-make a service that works for you and keeps your customers happy.
Looking for
eCommerce fulfilment services? Don't hesitate to
get in touch with Stowsafe Fulfilment for a free, no-obligation consultation and a quick, competitive quote.
