What is the relationship between logistics and customer experience in e-commerce?
Posted: Sat Dec 28, 2024 10:06 am
The customer experience in an e-commerce should be positive as a result of all the relationships they have with their supplier (partner), whether it is for goods or services and for the entire duration of that relationship. In other words, all companies, regardless of the sector, seek a satisfied customer through a positive and long-lasting relationship. If we understand satisfaction as a mathematical formula, it will be equal to the customer's perception of our service minus the expectations they hope to achieve.
In this equation, the logistics operator jordan telephone number data can only control the service it offers and, therefore, we must be aware that we can increase the value of perception. That is, if we increase the quality of the service we offer our clients, they will perceive the improvement and their perception of the service will be higher. On the other hand, our clients' expectations will never be reduced, even more so in the highly competitive environment in which we find ourselves.
That said, in the case of an e-commerce, the logistics operator has several points of contact with the end customer (tracking, delivery, etc.). Therefore, logistics plays a fundamental role in the customer experience in an e-commerce. A large part of customers who make an online purchase and have a negative logistics or delivery experience do not make a purchase in that store again. Of course, this also causes significant damage to the brand, which in many cases is irreparable. Therefore, logistics is one of the main levers in the customer experience of an e-commerce.
In this equation, the logistics operator jordan telephone number data can only control the service it offers and, therefore, we must be aware that we can increase the value of perception. That is, if we increase the quality of the service we offer our clients, they will perceive the improvement and their perception of the service will be higher. On the other hand, our clients' expectations will never be reduced, even more so in the highly competitive environment in which we find ourselves.
That said, in the case of an e-commerce, the logistics operator has several points of contact with the end customer (tracking, delivery, etc.). Therefore, logistics plays a fundamental role in the customer experience in an e-commerce. A large part of customers who make an online purchase and have a negative logistics or delivery experience do not make a purchase in that store again. Of course, this also causes significant damage to the brand, which in many cases is irreparable. Therefore, logistics is one of the main levers in the customer experience of an e-commerce.