Impact Customer Loyalty in 3 Ways
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Impact Customer Loyalty in 3 Ways
Working to impact customer loyalty is extremely important. Happy customers turn into loyal customers, which leads to repeat business. Customer loyalty results from a company consistently meeting and exceeding customer expectations – in every aspect of your business, including shipping. Without new, returning, and happy customers continuing to buy from you, your business can’t thrive and possibly may not survive.
Customer retention and loyalty should be one of the top priorities for every small business. One often overlooked aspect of customer loyalty is the shipping process. A good shipping experience will usually lead to repeat and returning customers praising your small business and the products or services you offer.
Understanding the relationship between shipping and customer loyalty will help you retain long-term customers. Here are 3 ways shipping can impact customer loyalty.
We provide competitive freight shipping prices and an all-inclusive, easy-to-use shipping experience for our customers. Exceeding our customers’ expectations results in thousands of satisfied customer reviews and repeat business. We believe in the power of our customer relationships. Check out FreightCenter reviews from real customers, and learn what they have to say about their freight shipping experience!
- 2021, 2017 & 2016 Food Logistics’ Top Green Providers
- 2021 & 2018 Supply & Demand Chain Executives’ Pros to Know: Matthew Brosious
- 2020 & 2019 Top Food Logistics’ 3PL & Cold Storage Provider Award
- 2020 & 2019 Business Observer’s Top 500 Companies on the Gulf Coast
- 2020 & 2017 SmartWay® Transport Partner
- 2020 & 2017 Food Logistics’ Champions: Rock Stars of the Supply Chain
- 2020 Best of Palm Harbor Awards for Local Businesses
- 2017 Green Supply Chain Award from Supply & Demand Chain Executive
- 2017 Tampa Bay Business Journal Heroes at Work
- 2016, 2015, & 2012 Food Logistics Top 100 Software and Technology Providers
- 2013 Tampa Bay Business 100 by Tampa Bay Business Journal
- 2013 Top 100 Great Supply Chain Partners by SupplyChainBrain
- 2012 TIA Samaritan Award Honorable Mention
- 2012, 2011 & 2010 TBBJ Fast 50 Recipient
- 2013, 2011, & 2010 Diversity Business Top Businesses
Why Choose FreightCenter for Freight Shipping?
Expertise in Freight Shipping: With over 25 years in the logistics industry, FreightCenter is dedicated to guiding you through the entire logistics process, from beginning to end. Our goal is to make freight shipping easy to understand and book. Don’t waste time researching and receiving quotes from individual carriers- FreightCenter’s got your back!
Competitive Rates with Tailored Solutions: We prioritize high-quality customer service without breaking your wallet. We utilize our relationships with regional and national carriers to offer you competitive, affordable rates while providing personalized solutions to your needs. Need a liftgate? We got you! Want to expedite your order? Leave it to us! We’re ready to provide tailored solutions that don’t compromise your freight shipment.
Personalized Customer Support: FreightCenter is committed to satisfying our customers. Our friendly customer support team is here to help you every step of the way, from initial inquiries to post-shipment concerns. We handle all aspects of logistics, including tracking, paperwork, and communication with carriers, so you can focus on your business while we manage your shipment. Choose us for our reliable service and affordable quotes!
1. Meeting Expectations
To meet expectations, it’s essential to keep in mind and stay on top of changing consumer behaviors. The rise of online shopping and eCommerce is expected to be the main way customers do business, and that in turn directly impacts the expectations customers have for the businesses they are buying from.
This is especially true for shipping expectations. Delivery and transit times have always been some of the main things customers care about most with online orders. With tighter market conditions and capacity strains, these delivery and transit times are often subject to change.
The ability of a business and its supply chain to meet the expectations of its customers in terms of delivery times is a crucial part that can directly impact customer loyalty. Cost expectations are also a driving factor in customer retention. Keeping shipping costs low means you keep product costs low. Do you want to hear the numbers on how vital shipping expectations are to customers?
- 7 out of 10 shoppers say they consider shipping speed and cost more today than they did just one year ago.
- 84% of customers will not return to a retailer after one poor delivery experience.
- 1% of shoppers say that delivery impacts their brand loyalty.
As you can see, meeting your customers’ expectations through your shipping strategy is vital to customer loyalty. But how can you meet these expectations?
When developing your shipping strategy, remember to figure out what times of year are busiest for your business and the shipping industry. For many retailers, some of the busiest times for shipping, such as the holiday season, are also the busiest for shipping. Plan ahead when capacity is tight, and your customers’ needs are high.
2. Returns
Did you know that 72% of today’s shoppers say return policies directly influence online purchasing decisions? A smooth, transparent return process impacts customer loyalty. Return shipments fall under a category of supply chain logistics known as reverse logistics, which is products or raw materials going back from the end consumer to the initial shipper. Some examples of reverse logistics include:
- Redirecting cargo back to the manufacturer or separate facility rather than the selling business.
- Providing shipping labels or arranging the pickup of returning cargo.
- Having the capacity to repair and resell damaged products.
While reverse logistics is easily seen as a way to salvage value from insufficient inventory, reverse logistics is actually meant to increase customer satisfaction. In the event a shipment goes wrong, there is a smooth, easy return policy customers can follow to make a bad experience a good one. Optoro found in a study that 97% of consumers are more likely to be repeat customers after a positive return experience. Having an efficient reverse logistics strategy as an integral part of your shipping strategy helps you maintain customer loyalty even when things go wrong.
To create value for our customers by delivering customized shipping solutions that meet their unique needs and to fulfill shipping demands from simple to complex with expertise, guidance and ingenuity.
Trust the experts at FreightCenter to give you the best prices and the most comprehensive options for all your LTL freight shipping needs.
We deliver optimized solutions for full or partial truckloads and competitive dry van, flatbed, and refrigerated freight pricing. We can cover your full truckload shipping needs.
Nationwide Expedited Trucking services move your freight securely and rapidly. Your freight requires fast delivery; our freight shipping experts can get your shipment fast, whether in one large box or a full truckload.
The most reliable Specialized Freight Services rates from all the top carriers are just a few steps away. From white glove service to international shipping, we've got you covered.
3. Predictability
When shoppers buy online, the only good surprise they should receive is when their shipment arrives earlier than anticipated or when they get a free gift alongside their order. Any other surprise risks losing them as a loyal customer. Your shipping strategy should account for delivering stability and peace of mind to your customers. How can you make things more predictable for your customers?
- Tracking a shipment enhances the customer experience. Being able to see where your shipment is and how far along it is on the journey relieves customers of their shipping worries and lets them know in advance of issues or delays. Working with a third-party logistics provider (3PL) can give you access to innovative transportation management system technology that can help you track your shipment and keep your customers aware of any hiccups during transit.
- Contacting the customer if something happens during transit keeps the relationship between the customer and shipper transparent and honest. Nobody wants to feel left in the dark only to find their shipment delayed. Should an issue arise during the shipping process, alert your customers of the problem and how you are working to resolve it. Clear communication goes a long way with customers and could improve an otherwise lousy shipping experience.
- Keeping prices stable helps customers feel secure about their spending. If costs increase, customers may be unable to afford your products and have to shop elsewhere. It can’t be helped if you must increase your prices if inflation or inventory price increases are involved, but try to find a different incentive that would entice customers to keep buying from you. Also, inform customers of any cost increases beforehand so they aren’t blindsided when prices change.
While many of these practices are seen as a “customer service” category, your shipping strategy works hand-in-hand to operate as a sort of engine running your business. Everything starts and stems from your shipping process, especially in the eyes of your customers.
Let FreightCenter Help Impact Your Customer Loyalty
FreightCenter provides customer-centric freight shipping solutions that help maintain and increase customer loyalty for your small business. We have a vast network of vetted carriers, discounted rates, and the TMS technology to provide a smooth shipping experience.
See how working with FreightCenter can positively impact your customer loyalty. Start by getting a free online quote or call 800.716.7608.
Guaranteed competitive pricing every time you ship.
Frequently Asked Questions on How to Impact Customer Loyalty
Q. How do I meet my customer's expectations?
Customers don’t want any nasty surprises that compromise their shopping experience. To meet customer expectations, businesses must plan their shipping strategies ahead of time. Research spending trends and economic conditions to determine when the shipping peaks are and how you can prepare for them.
Q. What is reverse logistics and why is it important for my customer loyalty?
Reverse logistics are when customers return items back to the retailer or supplier. This also includes exchanges and recalls, as the item must be shipped back to the origin shipper. The retailer will then take back the item and either resell it or dispose of it.
Reverse logistics can get complicated for the customer and retailer, so the retailer has to ensure a smooth process. This is done by implementing clear policies regarding returns and exchanges and communicating with customers about issues revolving around the product or return shipping.
Q. how can I keep my customer's shopping experience "predictable"?
A predictable shopping experience involves keeping the customer unshaken by sudden changes. Giving customers power in the retailer-customer relationship is critical.
This can be accomplished by having a robust tracking system, being transparent and communicating with customers about changes in the shopping experience, and keeping prices as stable as possible are some ways to protect a customer’s “predictable” shopping trip.
Three Advantages of Using FreightCenter for Freight Shipping
25+ Years of Service
We have over 25 years of experience, as evidenced by our large network of professional carriers. Our knowledgeable team of shipping experts is ready to help you optimize your shipping experience.
Customizable Shipping Options
Need a liftgate? No problem! Need to ship your products quickly? We got you covered! Our FreightCenter agents can offer tailored solutions for your specific shipping needs while offering affordable rates you can’t find anywhere else.
Friendly Customer Support
Our customer support team has the answers to many of your shipping questions and concerns. We’re here to help you through every step of the shipping process, from initial inquiries to post-shipment issues.
