Online shopping has become an integral part of many consumers’ lives. The increased volume of parcels shows that this new way of acquiring goods and services and the provision of tracking information is here to stay.
While a lot of packages are successfully delivered, sometimes, they can get misplaced, damaged, and in worst cases, lost. For these reasons, many customers will want to know the exact location and status of the items they ordered to ensure that it will safely arrive in their homes.
The Toronto Customer Success Executive Breakfast is a forum whereby local industry leaders get together over breakfast to discuss the still young and rapidly evolving field of Customer Success.
Co-hosted by Natasha Narayan and myself, and Sponsored by Gainsight, senior executives in this field are invited to share their knowledge and expertise amongst their peer group in an intimate and highly interactive setting.
No matter what industry you are in and no matter what channels you are serving your Customers expect delivery of their goods on time.
You may have different pressures, to increase profits for instance, but you must take care of the basic expectation of on time delivery first.
If you don’t have on time delivery all your other pressures will not matter. Your customers will go elsewhere and your business will fail. Even if you have a unique product that no one else in the world has (for now) you must deliver on time to your customers. If not there will always come a time when your customers will be able to go elsewhere.
Providing on time delivery may seem basic. But it is the foundation on which the rest of your business must be built.
Last week I wrote about how my client was reverting back to a vendor-centric approach to drive increased adoption and usage of their products, instead of a customer centric approach.
As we looked to develop the playbook to support their channel partners in the integration of the products, as well as enabling them to sell, train, deploy and support their customers in the usage of the solutions, we fell upon an unlikely analogy; a first date.
What would a vendor-centric versus a customer-centric approach look like on a first date between the vendor and the customer?