Everybody knows companies cannot exist without their customers and they are constantly creating strategies focused on 2 fronts: Getting new customers and keeping existing ones, but which one should be prioritized?
Researchers say that focusing on actions to keep customers is cheaper than getting new ones: If the client is happy and satisfied with the product, it is highly likely that he will buy again and recommend the brand to a new potential client.
Wouldn't it be wonderful to put all the efforts into leaving them so, but so happy, that they naturally become promoters of your brand and convince more and more customers to use your products?
Yes, it would be paradise! But, to begin with, how could you offer a remarkable experience to your customers?
Then, you can read some good practices that will allow you to develop a strategy focused on Customer Experience (full article)
SimpliRoute, in addition to creating simple and smart delivery routes, has features that help you improve customer experience.
Customers are informed in real time. When part of your operational process is to dispatch products, it is necessary that you always have in mind when your customers can receive your products/services and keep them informed of the status (Tip: Create a clear vision of customer experience). Thus, you show concern in arriving on time, because you are aware that the customer may need your products at the time they requested, and for them to wait for you, means to leave other things aside (Tip: Establish an emotional bond with your customers).
Clients with opinion. SimpliRoute has a feature that allows you to ask customers, through their mobile phones, what they thought of your brand and the associated services immediately after delivery (Tip: Know in real time what they think of your brand, products and/or services). Also, with SimpliRoute, it is possible to ask them later, once they have used the product, if they would recommend the brand to third parties (Tip: Identify how likely it is that your customers recommend you among their networks of contacts)
Lessons learned thanks to Historical Information. All the details of the routes and visits made with SimpliRoute, are registered in order to give you information that helps you to make better business decisions. With this information you can, among many other things, classify your customers according to fleet size and area of residence (Tip: Understand who your customers are), and identify the performance of each driver, so you can congratulate the best, identify what they do well by asking directly (Tip: Listen to the experiences of your workers who have direct contact with your customers), and spread good practices among the rest of the team (Tip: Have a team that knows how important it is to leave satisfied customers).
If you have a fleet to manage, and you get very involved with planning and tracking of routes, try SimpliRoute for free for 14 days! This software, in addition to helping you with transport logistics, can contribute to each of the tips given above. Take advantage of its features and improve the customer experience!