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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.

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What our customers are saying

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!

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Awards and Endorsements

  • 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
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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!

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93%+ On-Time Performance
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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.

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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.

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Frequently Asked Questions on How to Impact Customer Loyalty

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Q. How do I meet my customer's expectations?

A.

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?

A.

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.

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

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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.

Best Shipping Methods for Your Freight

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.

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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.

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