So Many eFulfillment Centers. But So Few Great Ones

eFulfillment Centers

How Do You Find Great eFulfillment Centers?

Your company has worked diligently to create a brand that’s synonymous with the highest quality. It shows in your products, and it shows in the way you care for your customers. But not every company adheres to your standards. In fact, most do not. Unfortunately, that includes most efulfillment centers.

So how do you find one of the great ones?

With Great eFulfillment Center Every touch must be high touch.

If you treat your ecommerce fulfillment as just another commodity service, your customers will notice. They may not feel neglected, exactly, but they won’t feel the love, either. If your only interactions are online, it’s essential to do everything you can to inject personality and personalization into each customer experience.

You have to treat customers just as you would face-to-face, if you had a brick-and-mortar store.

Score Your Current eFulfillment Centers Performance

There’s more to that than emailing an order confirmation that says, “Hi {first name}, … ” That’s automation, not high touch. True high touch shows in:

• Attention to detail. Every detail. For instance, contact center professionals are friendly, prompt, and armed with real-time inventory and order management software. That ensures your customer gets the right availability information when they order, so they aren’t surprised with an irritating back-order notice in their package.
• Deep product knowledge that makes contact center staff helpful as well as nice. They can advise, upsell, and cross-sell customers, increasing both customer experience and revenue.
• Performance metrics that speak for themselves. No company is going to tell you you’re getting average service. Here at USA Fulfillment, we hold ourselves to a higher standard, ensuring our clients do get great service. To us, industry standards are just a starting point, not the goal. We monitor our internal performance across numerous metrics from phone answering speed to timeliness of delivery.
• The not-so-little extras. What do your customers receive from you now? A brown box (or a bag) with some stuff in it? Or a presentation that inspires a grin and inspires them raving about you online?

Every customer contact creates an impression. Is your current partner making great impressions on your behalf? How do they compare to other efulfillment centers? Grade them with this quiz. Then give us a call. At USA Fulfillment, we know what it takes to provide consistently great efulfillment, because we’ve been doing just that for more than a quarter century.

We’d love to help you become great, too.