attracting & maintaining Customers
Protect Your Business :
Manage Service Complaints More Effectively
BY DEBORAH HILEMAN , SCMP , PRESIDENT AND CEO , INSTITUTE FOR CRISIS MANAGEMENT ®
COVID-19 forever changed how goods are delivered across the globe . While quarantined , consumers quickly adapted to the convenience of online shopping and speedy home delivery of everything from food to furniture . They expected their orders to be delivered fast and undamaged , and they were not afraid to speak out if delivery services failed to meet their high expectations .
Delivery issues are one of the top three areas that customers complain about . Retailers rely more than ever on last-mile providers to fulfill their promise to the end user : orders that arrive on time , unspoiled and unbroken . To the last-mile delivery provider , customer satisfaction must be a high priority for both the retailer and the end user . Your business reputation may rely on how effectively you handle complaints . Put simply , ignoring or responding poorly to complaints is simply bad for business .
66 customized logistics & delivery Magazine I summer 2024