Delivering your brand promise

By Paul Kelly in News Posted: 2nd, March, 2024

Your online shoppers expect a fast, seamless experience when they place an order, but providing excellent customer service and enhancing your brand promise goes beyond fulfilling and shipping the order.

The online marketplace is incredibly competitive, with many sellers offering similar products and if you’d rather not differentiate on price and protect your profits, you need to to give each and every customer the best possible buying experience, to create competitive advantage with your brand promise.

So, if you can provide the right customer experience, you can build brand loyalty that drives repeat business, with reviews and referrals that will amplify your brand and build your customer base, meaning more revenue and lower customer acquisition costs.

When it comes to delivering your brand promise, customer service is critical because ensuring that your customers are happy, minimises the chances of returns and complaints, and keeps them coming back for more.

Order fulfilment is the process of getting the purchased product from warehouse to customer and ensuring they receive the correct product, damage free, in the promised timeframe.

These basic levels of customer service, done effectively, can help to build customer loyalty, as customers who are happy with their ordering experience are more likely to return and make future purchases.

Online shoppers expect a fast, seamless experience when they make an order, with the ability to track their package and quick hassle-free delivery, with no surprises at checkout.

You should be communicating with your customers from the moment they place the order to when it’s shipped, so they know what stage their order is at, and update them if there are any delays or other issues withe their order.

The package is what people first see and feel when their order arrives and it is the very first point of contact for new customers, so make sure it looks good, protects the order and all items are included. Taking greater care at this stage will minimise risk of customer service complaints later on.

Respond to customer inquiries promptly and politely. Thank customers for their business, and offer solutions if there is a problem with their order, including simple returns and replacement processes.

When we pick an order our fulfilment team typically follow a five-step quality process that includes inspection, custom pack, order inserts, label application and despatch.

Our order fulfilment solutions are integrated with a range of courier options for you and your customers to choose from, including Royal Mail, DPD, Evri and Amazon Shipping.

When shoppers place items in their shopping cart, the lowest shipping cost and quickest delivery date is calculated, and the best-fit courier selected.

Shipment data is transferred to the carrier and the package label printed, ready for despatch, while the customer gets their delivery confirmation email, with tracking and returns links highlighted.

Oriental Global Logistics (OGL) is the eCommerce subsidiary of Global Forwarding, with fulfilment centres in Hong Kong, New Jersey, and Heathrow for the super-efficient processing of inbound stock and returns.

VISIT the Oriental Global Logistics web site, or EMAIL OGL’s managing director, John Ruan, to learn more.

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