What Does It Mean When a Fulfillment Center Is “High-Touch”?

What’s A “High-Touch” Fulfillment Center?

What does it mean when a fulfillment center is “high touch”?

It means they are obsessed with every detail of your customer’s experience throughout the fulfillment process. High touch is a value-based, customer-centric philosophy that permeates the organization’s culture. Some fulfillment centers say they offer high touch services, but it takes an extraordinary commitment to fulfill that promise.

Frankly, it’s a lot of work to foster a high-touch customer care environment. But when high touch service comes naturally, the work does, too. High standards are a choice.

If you expect your customers to receive the ultimate when it comes to ordering and shipping, look for a fulfillment center that believes “industry norms” are a minimum starting point, not a goal.

If the company expects the best from its people and processes, that’s what you’ll get, too.

How can you identify a high touch fulfillment center?

• A high-touch fulfillment center puts their team members first. People who are trained and treated well are both capable and loyal. They understand first-hand why your customers should be treated well, and they’re motivated to provide superior service. Ask about the ownership structure of the company. Employee owned businesses add a vested interest for each member of their team.
• Customers who are delighted with your fulfillment process are more loyal. They buy more. They wouldn’t dream of shopping elsewhere. They brag to their friends about their amazing experience with your company. Their customer lifetime value is priceless.
• With results like that, you’re loyal to your fulfillment partner. It’s an ongoing cycle of success.

You can actually measure high touch performance.

Look for metrics such as:

• How quickly the customer care team answers the phone.
• How customer care team members speak to your customers, whether it’s on the phone or via live chat or email.
• How quickly and accurately they fill your order.
• How promptly customers receive their package.

And look at what kind of package customers receive when their order is delivered.

Your customers’ “unboxing” experience should be as impressive as the products inside.

Choosing a High-Touch Fulfillment Center

Ultimately, your Number One concern when choosing a fulfillment center should be your company’s needs and preferences. Someone else may be doing the work, but they’re doing it in your name.

Bona fide high touch service is not a slogan, it’s the day-to-day attitude and deeds that exceed your customers’ expectations and your expectations as the client.

The result is enhanced branding and a healthier bottom line.

See how your fulfillment center measure up.

Take our FREE Fulfillment Needs Assessment and quickly score your performance.