How Proof of Delivery Can Enhance Your White Glove Service
In this day and age, it appears that white glove service is becoming a deal-breaker for consumers everywhere. What exactly is “white glove service”? Think of it as the valet parking of customer service. While once regarded as a luxury offered only by premium brands, consumers now expect a high level of service in exchange for their loyalty, and because we live in the digital age, if they don’t receive it – they’ll tell others. Research has shown that 58 percent of consumers are more likely to talk about customer service experiences today than they were five years ago and 45 percent say they share bad customer service experiences on social media. If you’re service isn’t up to par, you’ll not only lose the 40 percent of customers who stop doing business with offending companies, you’re also opening yourself up to an innumerable amount of potential lost business from negative reviews and word-of-mouth.
Now that you know the importance of superior service, you might be wondering how exactly you can differentiate your business in the eyes of potential customers. While there are a number of ways to step up your service game, it’s important not to get caught up in extensive protocols and focus on the WIIFM (What’s In It For Me) factor. So what exactly do consumers want and how can you deliver it? Here’s an overview:
1. They want instant information
Around 49% of US customers studied revealed they wished companies would measure and improve how quickly their information was accessed. The easiest way to fix this? Take out the middleman and give customers access to their own information. Proof of delivery is a relatively new and innovative tool that’s burgeoning in transportation and retail industries because it gives customers real time access to their products. Proof of delivery means customers can find out where their product is and when it’s coming as quickly and as often as they want – no waiting.
2. They want you to minimize risk
There’s nothing worse than ordering a product and having it show up broken or not at all. So customers want to make sure you, as a business, are doing all you can to avoid this risk. Fortunately, with proof of delivery systems, the driver can quickly notify headquarters of any Over/Short or Damaged (OS&D) items and the quicker a company is notified of these issues, the quicker they can work on replacing the broken or incomplete order.
3. They want you to fulfill your promises
If a shipment is supposed to arrive on Tuesday, it’s imperative that it arrives on Tuesday. Using a proof of delivery system reduces paperwork, allowing drivers to remain within their delivery windows and deliver products on time.
Providing white glove service is more important than ever and one of the easiest ways to achieve it is by using a proof of delivery system. If you want your customers to keep coming back, you have to give them a reason to do so.