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Whether you run a small business or a multinational corporation, customer satisfaction can affect your business’s bottom line. In fact, consumer insights indicate that 97% of consumers and 98% of contact centre managers[1] say customer service interactions impact whether consumers stay loyal to a brand.
With everything being a click of a button away and the endless choices people have, mall and medium-sized enterprises) need to capture their customers' ever-changing needs and ensure each interaction with them is a positive experience.
Data shows that 61%[2] of shoppers say retailers and brands need to get better at giving them the products, services, and experiences they want when shopping online. The task of achieving personalisation may seem scary but your partner in global logistics FedEx is here to help you understand what these digitally connected consumers want and how your SME can keep them satisfied.
Personalisation is king
Everyone enjoys getting their own attention and this generation of consumers has a preference for carefully chosen, customised goods and experiences. They want brands to comprehend their requirements and anticipate their wants before they even consider them. In other words, they want brands to know them better than they know themselves. 77%[3] of customers say they have chosen, endorsed, or paid more for a brand that provides them with individualised care or experiences.
Social consciousness matters
According to the latest Future Shopper Report by global marketing communications agency, Wunderman Thompson, the desire for sustainable options, ethics and purpose is rising, and each is a key factor in the decision-making process of consumers.
Social commerce
The Future Shopper Report 2023 found that 67% of global shoppers have already bought through social platforms while 57%[4] of global consumers said that they intended to shop more through social platforms. These figures point to a need for businesses to reach consumers where they are willing to buy and this can be done through a strong social media presence and ensuring that a consumer's shopping experience can translate on social media
Buy now, pay later
The practice of "buy now, pay later" (BNPL) is growing in popularity among consumers as a method of payment. It replaces conventional finance solutions by offering your customers more simple, flexible payment options with its alluring weekly, bi-weekly, or monthly instalments and occasionally 0% interest.
Flexible delivery
The final step in every consumer journey - delivery, plays a vital role in customer satisfaction. It all comes down to offering flexible solutions that accommodate their new hybrid way of working and their needs. To help people determine whether or not to click checkout, they require brands to have complete transparency and clearly stated prices.
With a proven track record in global logistics, FedEx can not only ensure flexible delivery but can also help your business tap into online solutions through various products like Reporting Online which can help you identify and pinpoint specific data and trends in your shipments, as well as FedEx Ship Manager™ that can help your SME business streamline its end-to-end shipping process.
Visit FedEx HERE for more information on how you can transform your supply chain.
This post was sponsored by FedEx and produced by Adspace Studio.
