Fulfillment Blog

7 Tips to Provide Great Customer Service to Millennials.

Posted by on 9:23 am in B2B, B2C, Customer Service, eCommerce Tips, Order Fulfillment | 0 comments

7 Tips to Provide Great Customer Service to Millennials.

 

7 Tips to Provide Great Customer Service to Millennials.

 

Why is there so much buzz about attracting millennials? Typically, the population born between 1980 and 2000 is categorized as millennial. This age group makes the largest demographic in the market. Not only this, they have a different view about customer service compared to baby boomers. As a result, they are influencing the marketplace and the way brands interact with their audience. As a business owner relying on current and new customers, if you haven’t yet focused on the expectations of millennials, you are seriously losing out to the competition that outperforms you in terms of offering great customer service to this demographic. You Must Know Why Your Customers Buy from YOU!

 

Here are a few tips to get you started with millennials:

 

1. Self reliant

When it comes to understanding this section of your audience, it is important to remember that the millennials are self reliant. They are born in the age of the Internet, where everything is just a click away. This means they want everything at their fingertips. If your website lacks key features, such as an FAQ section, community forum, or any form of customer help that walks them through the system, you are not going to be the first preference for this demographic.  Make it easier for your millennial customers to resolve their queries or concerns themselves on your website, rather than keeping them waiting for customer support. Additionally, it’s a cost-effective method for you, as you can cut back on the cost of hiring a customer service staff.

Related: Is Your eCommerce Website User Experience Killing Conversions?

 

2. It’s now or never

This section of your audience has grown up in the age of smartphones, where tons of information is at their fingertips. This means they want quick access to everything in real-time. Research shows that online customers expect brands to value their time. To the millennial population, it is either now or never, so they want a response within minutes of reaching out to the customer service, whether through social media or text messaging. If millennials are not able to get in touch with you in an instant whether via email or live chat, you are yesterday’s news to them.

Related: 5 Channels Required for Building Customer Loyalty.

 

 

3. Active in multiple channels and devices

The essence of great customer service lies in catering to the specific demands of millennials, who switch from smartphone to laptop or vice versa and TV at least “27 times per hour.” Online brands that fail to connect with their millennial customers on multiple devices are losing out to the competition in more ways than one.

Make sure your website is mobile friendly, so it is easily on any digital device being used by the millennials. Not only this, a majority of your millennial audience is present in social media, which means they expect brands to be active in all the social channels.

Related: 5 Best Tips for a Successful Social Media Campaign.

 

4. Not too keen on face-to-face communication or calling customer service

Almost 34 percent of millennials prefer having their teeth cleaned to calling a customer rep. Surveys reveal that about 26 percent would choose going to the DMV instead of calling a customer service representative.

To the millennial population, face-to-face communication is no longer relevant; rather, they like to communicate through social media or SMS.

Related: SMS Marketing Tips for Your Business.

 

5. Personalization is Supreme

Though they aren’t too keen to interact over phone with customer service reps, they want to get familiar with the human face behind your brand. They like more personal, emotional engagement with brands, completely different from baby boomers.

An about us page with little information about your brand history, vision, and founders can go a long way in generating interest and trust among millennial population. They expect brands to share valuable, information-rich content that adds value and makes their lives better.

The best way to offer great customer service is to create value-driven content that they’ll want to share with others.

Related: Web Personalization Can Increase Repeat Customers and Boost Brand Loyalty.

 

6. Not afraid to leave a brand

Unlike baby boomers, millennials tend to leave a company even after a single poor experience. Statistics show that about 82 percent of millennial customers are not afraid to put loyalty aside after three bad experiences. This includes poor customer service.

Related: Excellent Customer Service.

 

7. Welcome new experiences

It’s all about engaging the millennial population in a better way to keep them from moving to the competition. Offering them exciting new experiences is a step in that direction. Provide a level of service that enhances their journey with your brand. It’s a great idea to support a cause they support.

Related: 3 Business Benefits from Local Outreach.

 

Bottom Line

Millenials are a target market that you simple cannot ignore. Learn how to cater to their preferences and you can boost your bottom line.

 

Contact Us to find out how we can start helping you save money on shipping as well as other areas of eCommerce like Managing Your Customer Service, and Kitting and Assembly.

Get a FREE, No Obligation eCommerce Order Fulfillment Quote!

 

OmniChannel Update for 2017.

Posted by on 9:48 am in B2C, eCommerce News, eCommerce Tips, eCommerce Tools, Order Fulfillment | 0 comments

OmniChannel Update for 2017.

 

OmniChannel Update for 2017.

 

Selling across multiple marketplaces is the need of the hour. A growth model that relies only on a single channel is not sustainable with the continual entry of new eCommerce businesses into the market. Successful marketers must understand the value of selling across multiple channels.  This is the reason for the ever-growing importance of omnichannel.

The latest omnichannel update for 2017 is that it will continue to grow in popularity, as it delivers an integrated user experience.

 

What is Omnichannel?

It is a multichannel sales approach that seeks to offer a seamless customer experience across multiple platforms. Today, consumers want a personalized experience with brands. They are eager to connect with brands that promise to offer a seamless, personalized, and safe experience. They want the flexibility to choose where, how, and when to shop.

Consumers spend most of their time interacting with brands on different social networks, including Facebook, Instagram, Twitter, and Pinterest. The ease of shopping in online marketplaces, such as Amazon and eBay, adds to their shopping experience – giving them the option to buy what they want with the benefit of getting it delivered to their doorsteps quickly and free of cost. Read up on eCommerce Marketplaces other than Etsy, eBay, and Amazon.

As a merchant, it is in your best interest to use a single platform to manage stock, fulfill orders, and have a holistic view of sales.  It is here that SaaS eCommerce solutions can come in handy, facilitating the task of selling anywhere without charging anything extra from customer’s pockets.  Additionally, merchants can stay clear of unnecessary back office inefficiencies while focusing on their core business.

Managing sales across multiple channels is a challenge. The best eCommerce platforms offer integration with multiple channels, so merchants can try out which channels work best for them, and spend their valuable time to optimize those that show value.

Related: How to Get In and Succeed in Omnichannel eCommerce.

 

Omnichannel Industry Update

Amazon, Facebook, and eBay are working hard to attract attention and keep merchants selling on their platforms.  Helping merchants sell more effectively will win them more business. More sales for merchants mean big business for these online marketplaces as well.

As more and more marketplaces enter the race to gain the biggest market-share, better technological tools with improved marketing capabilities are coming up to help sellers make more sales.

Understanding customer’s buying decision is critical to maximizing your sales efforts across different marketplaces. It would certainly help to learn more about the different marketing channels, since each offers a different way to connect with consumers. Do you Know Why Your Customers Buy from YOU?

For example, if you sell a widely popular item, Amazon and Google Shopping are the best platforms to expand your reach. But if you sell a unique item or handicraft, social networking platforms, such Facebook or Pinterest, can better catch attention of consumers.

There is no single channel that can be considered better than others. Rather, every channel presents unique selling opportunities to marketers. So it is all about being in the right marketplaces at the right time with the right strategy. With technological advancement, you have multiple options to take your business to the next level, while experimenting with different omnichannel strategies to see what works best in accomplishing your goals.

Related: 5 Channels Required for Building Customer Loyalty.

 

Bottom Line

In this age of cut-throat competition in all industries and niche markets, it can all come down to staying current with omnichannel updates and experimenting across channels to see what works best.

 

 

Contact Us to find out how we can start helping you save money on shipping as well as other areas of eCommerce like Managing Your Customer Service, and Kitting and Assembly.

Get a FREE, No Obligation eCommerce Order Fulfillment Quote!

 

Holidays 2016 Shopping Experience Recap.

Posted by on 9:21 am in B2B, B2C, eCommerce News, eCommerce Tips | 0 comments

Holidays 2016 Shopping Experience Recap.

 

Holidays 2016 Shopping Experience Recap.

 

The 2016 holiday shopping chapter should be officially over. Every retailer tried to offer a better customer experience before the year end and minimize returns and exchanges. Let’s do a recap of the holiday 2016 shopping experience to identify how retailers fared in the eyes of customers, including their weak and strong spots.

What is it that retailers would want to improve this year? Were there any specific complaints from customers?

 

Here is some data compiled by Convey from various sources.

The positives that emerged from the previous year data include:

The record-breaking shipments point toward the kind of engagement between customers and retailers. Statistics reveal that, in the Thanksgiving weekend alone, retailers made shopping irresistible for consumers, with 44% shoppers shopping online.

 

Customer engagement has grown this year, with 7% shoppers leaving delivery feedback and 6% using the track my order service to keep a track of their order.

 

Records also show that there has been a rise in mobile subscriptions, with about 7% SMS subscribers the previous year.

 

Related: 5 Tips. Get Customer Feedback and Work It!

 

The Bad: Holidays 2016 Shopping Experience

Obviously not all was well with customer experience last year. Statistics show that 11% experienced an issue or two. About 51% feedback received was negative. The blame for this was put on untimely delivery of orders, with 1 of 5 customers not been able to receive packages before Christmas. Retailers blame it on two reasons – winter weather and surging volume of shipments – with 1 of 25 last-minute orders missing their deadline before Christmas.

While delays (35%) top the list of customer complaints, other causes of poor experience include missing packages (24%), damages (7%), and unsatisfactory service (5%).

 

On the other hand, carriers have reported different statistics, with attempted deliveries topping their list with 34% and product damages (19%), delays (8%), and incorrect address (7%) following closely.

 

Related: Free Shipping Versus Fast Shipping for eCommerce.

 

The Ugly

The worst is yet to come, with 70% shoppers unwilling to return after a negative delivery experience. For obvious reasons, shoppers always blame the retailer for poor experience. When something goes wrong with delivery, product, or service, the blame always falls on the retailer.

Related: 3 Quick Tips: How to Handle an Upset Customer.

 

The Takeaway for the Future

Perhaps there is a lot to learn from the 2016 holiday shopping experience to take control of things for this year.

  • Set expectations early – Statistics show that 47% of customers are unhappy primarily due to missed expectations. It is a good idea to set expectations early to bridge the gap and let them know what they should expect from your service.
  • Choice of options – Give customers a list of delivery options to choose from. Research reveals that two-thirds of consumers prefer to choose a retailer that gives them different delivery options.
  • Efficient service – Customers are always looking for the best service. Offer them efficient and ease of service to build brand loyalty and stay ahead of the competition.
  • Order tracking – Shoppers always want to keep a track of their shipments. If you believe statistics, 47% of customers prefer not to do business with a retailer that does not offer order tracking option.
  • Proactive communication – An unhappy customer always wants to be heard first. With a proactive communication approach, you can better engage with them and bring their temper down by offering solutions to their problems as soon as they arise.

Related: 3 Quick Tips: Convert New Buyers into Lifetime Buyers.

 

 

Contact Us to find out how we can start helping you save money on shipping as well as other areas of eCommerce like Managing Your Customer Service, and Kitting and Assembly.

Get a FREE, No Obligation eCommerce Order Fulfillment Quote!

 

4 Important Kickstarter Tips for Crowdfunding in 2017.

Posted by on 9:52 am in Business Tips, Crowdfunding, eCommerce Tips, Online Marketing | 0 comments

4 Important Kickstarter Tips for Crowdfunding in 2017.

 

4 Important Kickstarter Tips for Crowdfunding in 2017.

 

A successful crowdfunding campaign is every budding entrepreneur’s dream. The ever-rising popularity of crowdfunding platforms only goes on to prove that a successful campaign is possible for any entrepreneur. It’s a great idea to utilize a platform like Kickstarter to run a campaign and kick-start your company on the right footing.

 

Here are 4 Kickstarter tips that may come to your rescue.

 

1. Reach out

Advance preparation is crucial to boosting your success rate. It is critical to start reaching out to affiliates, partners, and friends in advance, so you have enough time to organize things. Starting out at least a month in advance will give you time to think who and how to contact. This will save you time and hassle later. With early outreach, you can create a grassroots movement. You could finalize prototypes before launching the campaign and create major partnerships.

Related: 5 Important Crowdfunding Questions: Is it Right for You?

 

2. Key partnerships

You can understand your market better by working on partnerships before the final launch. Forge partnerships with those in your industry that have already run a Kickstarter campaign, it may help to do a “backers swap,” meaning both of you will post about each others campaign as an update.

Partnering with industry influencers is a great way to spread the word. Not only this, partnerships help you get a deeper understanding of your product-market fit.

Related: 5 Best Tips for a Successful Social Media Campaign.

 

3. Create powerful content

When looking for key Kickstarter tips, you will find that content is king. No crowdfunding campaign can succeed without impeccable content, which includes text, multimedia, and photos. Make sure your calls-to-action are compelling enough to get people to support your campaign. It is a good idea to ask people to support your campaign in your pitch.

Related: 5 Channels Required for Building Customer Loyalty.

 

4. Establish teamwork

Launching a project on Kickstarter gives you a platform to easily start it from scratch. However, it is a great idea to build your team to facilitate the launch phase, since it is a challenge to handle the entire Kickstarter campaign on your own. Divide tasks for the upcoming launch among different members of the team, delegating actual product development to some of the members, while assigning the job of content creation to another group. It’s this balance in roles that helps companies to enjoy success in a crowdfunding campaign.

Related: How We Can Help You.

 

Bottom Line

Since the progress and success of a Kickstarter campaign is clearly apparent to everyone, it is in your best interest to push yourself past your goals. The aforementioned Kickstarter tips will come in handy if you start to implement them now.

 

Contact Us to find out how we can start helping you save money on shipping as well as other areas of eCommerce like Managing Your Customer Service, and Kitting and Assembly.

Get a FREE, No Obligation eCommerce Order Fulfillment Quote!

 

Update on FedEx and UPS Dimensional Weight Changes.

Posted by on 9:59 am in B2B, B2C, eCommerce Tips, Fulfillment Tips, International Order Fulfillment, Order Fulfillment, Shipping | 1 comment

Update on FedEx and UPS Dimensional Weight Changes.

 

Update on FedEx and UPS Dimensional Weight Changes.

 

With carriers looking to recover higher cost by moving a greater number of online orders, the announcement on rate changes from FedEx comes as a surprise for eCommerce shippers and carriers. Additionally, FedEx’s dimensional weight (DIM) changes, decreasing divisor to 139, has resulted in the increase of shipping cost of millions of online parcels.

While announcing its rate increase late last year, UPS refrained from taking a similar action as FedEx, but it did leave the door open for any such steps by the year end. Now after a period of three months of the FedEx announcement, UPS has announced a similar move, decreasing divisor to 139, with exemptions for domestic parcels measuring not more than one cubic foot.

Related: Understand Your Shipping Options and WIN at eCommerce!

 

The new proposal came into effect January 8th 2017. UPS will follow in the footsteps of FedEx by levying additional handling charges on any shipment measuring more than 48 inches in one side. Additionally, UPS will raise the over-maximum package charge to $150, exempting shipments by UPS Freight.

Come February 6th 2017 and the U.S. fuel surcharge from UPS will be changed from monthly to weekly. FedEx Freight’s extreme length surcharge has been effective since January 2nd 2017 onward, which will be applicable to orders with dimensions of 12 feet.

Besides, there will be a rise in the UPS fuel surcharge on imported orders. These shipments will not be assessed as part of the U.S. export fuel surcharge.

As a result of these announcements, there is a significant rise in the cost of shipments, which is the highest in history. However, there is still a disparity among published rates, fuel surcharges, dimensional weight policies, and accessory related charges between FedEx and UPS. This further complicates things for shippers when it comes to making an accurate comparison between both.

Related: Shipping 101 for Your eCommerce Business.

 

Impact of the Announcements

Experts still do not see any adverse effect of the dimensional weight changes on the business of both FedEx and UPS, with little to no migration to other carriers.

There are a few parcel shipping consultants that believe that merchants should better consult their carrier representatives to conduct a “dilution study” to understand how the latest changes will impact their business. This will help them plan accordingly, especially those retailers that offer free shipping.

With a rise in transportation cost, profit margin for a shipper is eroded so much so that even the slightest change in shipping cost has the potential to turn into a significant loss. The impact can be visualized only until the first quarter ends after the full implementation of the changes.

Related: Manage UPS and FedEx Dimensional Weight Pricing Like a Boss!

 

Bottom Line

The majority of eCommerce shipments weigh less than 13 lbs., which means they will bear the brunt following the latest announcement from FedEx and UPS. Shippers need to redesign their packaging following the announcement from UPS, as eCommerce shipments tend to be small, less dense, and over-packed.

Experts believe that the FedEx changes, particularly the dimensional weight changes, are expected to help improve revenue based on the smaller, less dense online packages.

 

Here are more Shipping and DIM (Dimensional Weight) Pricing posts to read.

The 411 on DIM What is Dimensional (DIM) Weight Pricing?

Shipping Tips3 Quick Tips: 3 Shipping Tips for Your eCommerce Business.

Should you offer FREE or FAST Shipping?Free Shipping Versus Fast Shipping for eCommerce.

 

 

Contact Us to find out how we can start helping you save money on shipping as well as other areas of eCommerce like Managing Your Customer Service, and Kitting and Assembly.

Get a FREE, No Obligation eCommerce Order Fulfillment Quote!