High Touch Fulfillment Companies Deliver a Superior Customer Experience

In our last blog, we talked about sales lift. We noted that fulfillment companies who deliver exceptional customer experiences are able to deliver correspondingly exceptional sales enhancement and customer loyalty. We call that kind of outstanding customer experience “high touch.”

For the best fulfillment companies, high touch is not a marketing slogan but a company-wide commitment to the highest standards. It’s a philosophy that says personal touch matters. And quality matters. Every time. If these things were not important, you could implement fully-automated ordering and shipping systems and call it good.

Think of the money you could save. Customers could simply push “click 1” to order one product or “click 2” to order something else. Robots in your warehouse would pick, pack and label shipments. Customers would receive a box of stuff, and that would be that.

Meh.

Is this really what you want? Meh?

We think not. At least, not if f your brand stands for quality. Here’s why.

Prospective customers have questions about your products. Often, they are looking for recommendations. High touch fulfillment companies give them live, US-based, friendly customer care agents who know your products in detail. They love to answer questions and offer recommendations, so each customer gets exactly what they hoped for. Maybe even something they hadn’t even considered.

Customers expect to receive the right order. The right items. All of them.

High touch fulfillment companies use fully-integrated technology to help their real-live people be more efficient, but never to supplant them. Those live people not only pick, pack and ship orders, they double-check every order before it leaves the premises, so each customer gets exactly what they expected.

But there’s more. High touch means customers not only receive the right order, they receive a package that reflects your company’s brand beautifully. It isn’t a box of stuff, it’s a presentation.

The mere act of a customer opening your delivered product is an uplifting experience.

High touch isn’t for everyone

High touch is for companies that demand more for their customers than “average” performance ratings or “satisfactory” customer interactions. (score your current efforts with our Free Needs Assessment) It’s something that comes naturally to us here at USA Fulfillment. We think that’s because we’re 100% employee-owned. Every one of our people is personally invested in your business success, and that comes down to the way we treat your customers. They are our customers, too.

So why do good fulfillment companies like ours go to all this extra high touch effort? Well, it’s because of that question of sales lift. You’re the client. Wouldn’t you rather your customers enjoy the best possible purchasing experience so you can build loyalty and sell more?

Just say “yes.”

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