subject: How using the wrong courier will cost you money [print this page] The right courier service will help grow your business and help you retain customers. We all know how much it costs to gain a customer, and more work to keep them. When we invest in our business to grow our market share we often forget one aspect of the customers experience - the delivery.
Many businesses have an online aspect of their service to make it easy for customers to book and pay for their goods. The next step is fulfillment of that order and then the delivery of it.
Often the fulfilment aspect is done in house and the delivery aspect outsourced to the mail service, a parcel courier or a same day courier. A customer rarely complains when their goods are delivered by same day courier but often complain when they have a delivery from a parcel courier.
Because businesses are focusing solely on the cost of transportation, they neglect to see the overall impact of what happens when they try and save money - the customer goes elsewhere.
I recently surveyed business people on twitter, 77% of them said their biggest irritant was not being in for a parcel and having to drive out of town to collect the parcel.
This is the scenario,
A customer finds your business,
They order online,
You send the goods
They come home and find they have missed delivery
They then drive 20 miles to collect the parcel
They drive 20 miles back home
They are happy to have the parcel, but that doesn't quite outweigh what they feel about having to go to collect the package. A positive buying experience has been tinged by the delivery.
The mail service is also used to great effect, at least in the above scenario they don't have to drive out of town to get their package, they can go to the local sorting office. The downside to the customer collecting the packages is they are confined to office hours, or the hours of business of the parcel courier.
The cost of winning a customer is the biggest part of the marketing budget. By using the correct courier service you can keep and grow your business. Take the time to do a little research and in turn this will pay your business huge dividends, and keep your customers loyal.
In the fast moving consumer goods area, you don't want to take the chance that poor delivery will cost you money, so plug the holes and use the right type of courier service for your customers.
How using the wrong courier will cost you money
By: Sarah Arrow
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