APS Fulfillment, Inc. (www.APSFulfillment.com), one of the nation’s leading cost-effective fulfillment and integrated direct mail marketing companies, is announcing its top tips for providing superior customer satisfaction in light of a recent American Customer Satisfaction Index (ACSI) report showing that online customer satisfaction is at a 12-year low.
According to this report, the sharp drop in online satisfaction comes at the expense of improved service and deep discounts at traditional brick-and-mortar stores. Customer disappointment with late shipments also helped level the playing field. Those most negatively impacted by the decline in customer satisfaction were smaller online and multi-channel brands. (Source: ACSI, “ACSI Retail Report 2013,” February 19, 2014; www.theacsi.org/news-and-resources/customer-satisfaction-reports/customer-satisfaction-reports-2013/acsi-retail-report-2013/acsi-retail-report-2013-download.)
“Companies looking to maintain their ratings or become market leaders need to find new ways to strengthen their positions,” says Charles Aultman, president of APS Fulfillment, Inc. “Regardless of how large the selection of products is, to create a satisfied and loyal customer base, it is imperative that companies fully exceed the customer’s expectations.”
Aultman explains that because many products and services are very similar, for brands to increase market penetration and competitiveness, they need to differentiate themselves from the competition. For companies that use warehouse fulfillment services, the best way to do this is to ensure speed, the accuracy of orders, the condition of the packed goods, and a great customer resolution and satisfaction rate. A company can only accomplish these objectives if they use a high-quality fulfillment and integrated direct mail marketing company, according to Aultman.
“In this competitive market, for many companies, the biggest challenge is reducing overall costs. Because customers tend to think in ‘weeks’ when it comes to getting their order, many businesses don’t mind if the turnaround time takes a little longer if it means cutting costs. But, finding a fulfillment company near all major transportation hubs can mean the same low cost with a 48-hour to 72-hour turn around,” Aultman adds.
“Marketing and fulfillment are not exclusive. Where marketing makes the promise, fulfillment services keep it. Accurate and efficient fulfillment services not only reinforce the brand’s reputation, but also customers are more likely to remain loyal, repeat customers,” Aultman concludes.
APS Fulfillment, Inc. is one of the United States’ leading cost-effective fulfillment and integrated direct mail marketing companies, offering affordable and real-time fulfillment services to small, medium, and large companies. Its state-of-the-art technology provides turnkey solutions for high-volume perfect-match mailings, personalized direct mail, snap-pak mailers, postcards, and triple-tabbed booklets. More information on APS Fulfillment, Inc. is available at the firm’s web site at www.APSFulfillment.com or by calling 954-582-7450.