How Can Businesses Guarantee Satisfied Online Customers?
PalletTrucksUK, one of the UK’s most successful suppliers of pallet trucks, stackers, lift tables, and a whole host of other essential equipment, has offered online traders tips for keeping their customers happy, after it’s been reported that 78% of UK adults are likely to switch to an alternative retailer when next shopping for products online if they have a poor ordering and delivery experience.
The experts, who have been trading online for many years, know what it takes to keep customers happy, from the moment they click on a site, to the moment they receive their order. And as such, have received sterling feedback from large, corporate customers with large orders, to small start-ups who just need a few things to get them up and running.
The first port of call for online businesses to ensure their offering is as customer-friendly as possible is to get a good staff base in place. If businesses have a reliable staff force, then work will get done in a timely manner.
“If it’s a team, they need to work together and ensure all bases are covered – not just assume it has been done by another worker,” said Phil Chesworth, Managing Director at PalletTrucksUK. “The staff are the heart of the businesses, so as well as hiring competent people that thrive in a busy team, employees must make sure they are happy and valued. After all, it’s been proven that happy employees are around 20% more productive than those who are unhappy. So creating a happy environment really is key in busy online businesses.”
Putting set processes in place is another important factor for online retailers. Making sure everyone knows the systems and protocols in place for new orders and returns can speed up the process significantly and leave valued customers satisfied and encourage them to come back.
Another factor businesses need to look at is investing in equipment to up productivity and increase safety – Satisfied Online Customers
Equipment has proven to be incredibly important for busy warehouses where there are thousands of orders and returns to process every week. Companies have a relatively small window in this fast-paced online retail world to get product from warehouse and out for delivery. And getting the right equipment is integral to this, while also keeping employees safe by cutting down on the amount of strain from moving items.
The report, released by JDA/Centiro Customer Pulse and conducted by YouGov, found that 56% of the UK adults surveyed had experienced a problem with an online order in the last 12 months – signalling an increase from 53% in the 2016 report, and 47% on the year before. Of those who had experienced a problem, 42% said they had been on the receiving end of a later than specified delivery, 37% had missed a delivery despite being at home, 25% never received an item, and 24% received a damaged item.
Phil, added, “This really is unacceptable in this day and age. Online orders are not a new concept – we’ve had years to practice getting it right. So there’s nowhere to hide unfortunately. And if businesses are to succeed they must get it right first time.
PalletTrucksUK is part of the Midland Group of Companies, which was established in 1984. Although the group operates several websites, we are not just another internet only based company – we operate from large premises, based centrally in the Midlands. As a direct importer, we physical carry large stocks of product on site. Carrying these stocks helps us provide quick despatch of orders and at excellent prices.
Maria Fonseca is the Editor and Infographic Artist for IntelligentHQ. She is also a thought leader writing about social innovation, sharing economy, social business, and the commons. Aside her work for IntelligentHQ, Maria Fonseca is a visual artist and filmmaker that has exhibited widely in international events such as Manifesta 5, Sao Paulo Biennial, Photo Espana, Moderna Museet in Stockholm, Joshibi University and many others. She concluded her PhD on essayistic filmmaking , taken at University of Westminster in London and is preparing her post doc that will explore the links between creativity and the sharing economy.