(GrahamDBrown) A Fantastic Customer Experience Doesn’t End With the Sale
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(GrahamDBrown) A Fantastic Customer Experience Doesn’t End With the Sale

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A Fantastic Customer Experience Doesn’t End With the Sale ...

A Fantastic Customer Experience Doesn’t End With the Sale

As Amazon evolves its same-day delivery service, it could feasibly complement or eradicate its existing carrier relationships by rolling out its own transportation fleet. Much of the infrastructure is already in place, and it would give Amazon the sought-after final link between purchase and the customer.

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(GrahamDBrown) A Fantastic Customer Experience Doesn’t End With the Sale (GrahamDBrown) A Fantastic Customer Experience Doesn’t End With the Sale Document Transcript

  • grahamdbrown.com http://www.grahamdbrown.com/a-fantastic-customer-experience-doesnt-end-with-the-sale/ gbrown A Fantastic Customer Experience Doesn’t End With the Sale A Fantastic Customer Experience Doesn’t End With the Sale Source Amazon and other customer experience innovators recognize the power that comes with owning the last mile, and a f ierce battle is brewing as they institute new strategies, processes and technologies to deliver products f aster and with greater reliability. Amazon has spent billions in the past f ew years setting up more than 50 f ulf illment centers in some of the largest metropolitan areas in a bid to close the distance gap between center and doorstep and make same-day delivery a reality. And let’s not get started on the drones. As Amazon evolves its same-day delivery service, it could feasibly complement or eradicate its existing carrier relationships by rolling out its own transportation fleet. Much of the inf rastructure is already in place, and it would give Amazon the sought-af ter f inal link between purchase and the customer. EBay and Google are trying to one-up Amazon with new delivery services that leverage local store inventory. For its eBay Now service, eBay partners with local retailers like Target and Toys “R” Us, which serve as distribution centers. It employs “valets” who are dispatched to shop f or the items on a customer’s list and deliver them to their doorstep within an hour. Google’s shopping service operates in much the same way. Although these services are f ast out of the gate, there are major concerns about the ability to scale and turn a prof it with such a labor-intensive approach. As Forrester analyst Sucharita Mulpuru aptly f rames it, “It is an H.R. issue, not a tech issue.” How to Create Exceptional Customer Experience Customer Service at Every Stage of Growth: How Zappos Delivers Exceptional Customer Experience The 6 Golden Rules of Customer Experience 3 Tips on How to Build a Customer Experience like Lego IBM Report Conf irms: Customer Experience is #1 A Fantastic Customer Experience Doesn’t End With the Sale Premium CX Research How to create an amazing experience that drives sales and word of mouth The Apple Customer Experience: how can brands replicate it? Youth Buyology: why youth buy In a bid to recoup some market share f rom Amazon, traditional retailers like Walmart are taking an omnichannel approach whereby consumers can shop online and pickup their merchandise in the store on the same day. The company has gone so f ar as to institute a locker service in many of its stores to f acilitate in-store f ulf illment. Considering that two-thirds of Americans live within f ive miles of a Walmart, it could potentially have the biggest distribution network of all. The future requires an exceptional customer experience from first click through delivery. Even if you’re not positioned to own the last mile, there are some steps that you can take to ensure any glitches in your f ulf illment process do not cost you a new or repeat customer.
  • Above all, remain transparent. Give your customers radical transparency into the status of their order and notif y them immediately of any hold-ups, complete with an explanation. You’ll f ind they’ll be more willing to f orgive delays if they know what’s going on. Remember not to f inger-point at the delivery service because, to your customers, there’s no dif f erence between you and the service that drops their goods at the door. Amazon and the Customer Experience A Fantastic Customer Experience Doesn’t End With the Sale