The customer has to believe that the price was right, the quality was acceptable, the delivery was on time, the order was accurately filled and the process was positive. You can think you are selling anything from apples to zebra, and you will not sell very many if you don’t provide the customer with an excellent user experience. Today, more than ever, customers have unlimited sources from which they can purchase anything they want. It is desperately difficult to get a customer to consider your company in the marketing cacophony that bombards us daily. Therefore, when you are lucky enough to sell something to a new customer, it is absolutely imperative to make that customer happy, so they will become a loyal customer. Perhaps there are businesses that build their business on new customers, but they are few and far between. The surest way to build and maintain a great business is to have satisfied customers. But, sometimes we spend so much time, money and effort on finding new customers that we tend to forget about our most valuable customers: the ones we already have.
Customers appreciate consistency. They demand accuracy. They insist their suppliers have complete knowledge about processes and products. The actual product has to stand on its own. It must be fairly priced, functional and effective. That’s a given. What can set you apart from your competition are the other things that go into creating an excellent user experience. Those are the things that can be automated and systematized to ensure a consistent, satisfactory and confidence-building customer interface that will ensure repeat sales. The key component in providing this level of excellence in customer service is to implement an excellent OMS and WMS. Without these, your business is reinventing processes every day. Training new employees is time consuming and inconsistent. Information is never adequate, timely or in the right hands. Conversely, with an excellent OMS and WMS, the business owner can really take control of the business and ensure the uniform delivery of excellent performance.
The two most important tools that will help you accomplish that are an effective Order Management Software System and an excellent Warehouse Management Software System.
We can help.