When so much of business, and life, does not go according to plan, sometimes you can’t help but crack a smile when things work perfectly. With our fulfillment clients, we are constantly testing the process, and recently I went on-line and placed an order with one of our clients. After filling out all my information on the shopping cart, I placed the order. Very quickly I received a ‘Thank You’ email with an order confirmation number saying I will get another e-mail when my order ships. The following morning, there was an ‘Shipping Confirmation’ email again thanking me for my order and saying the order has shipped with the tracking info. 2 days later the package was waiting at my house – it was fulfilled out of our West Coast warehouse and sent to my home in St. Louis. So much of the customer’s e-commerce experience happens after the shopping cart check-out. In fact, many e-commerce experts say that communication and fulfillment after the order is placed is the most important part of customer retention. When the fulfillment process is flawless, it leaves a lasting impression on the overall experience. Don’t settle for less than flawless!!!!
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