Fixed Ops Magazine - 2020 Vol17 03 - 49

a business's website, its ordering experience, its support

is six times more costly to attract a new customer than it

during the ordering process, and the follow-up visibil-

is to re-engage a past customer. Past customers under-

ity of that order. There have been thousands of studies

stand the fulfillment experience of your business, and

and corresponding papers written depicting the intri-

they know what to expect. That is why, in a competitive

cate details of the buying journey that ultimately leads

business like the parts industry, it is imperative that your

to a customer deciding to place an order. The buying

fulfillment experience outshines the competition.

experience is extremely important; however, the focus
on the buying experience often leads to other parts of
the customer experience being overlooked.
On the flip side, the post-purchase experience is all
about creating brand awareness. After a product or
service has been fulfilled, it is imperative to keep your
business top of mind in each customer's thoughts.
Through marketing, customer follow-up and support,
you can ensure that the next time that customer needs
a product, your business is the first to come to mind.
However, according to SupplyChainDive, the fulfillment
experience is the largest driver of repeat business for
almost any retailer - and it is especially essential in the
fast-paced parts industry. Additionally, repeat business
is the lifeblood of a successful company. On average, it

MAY JUNE 2020 || FIXED OPS MAGAZINE

TECHNOLOGY TO TAKE YOUR FULFILLMENT EXPERIENCE TO THE NEXT LEVEL
According to a paper by SEKO Logistics, there are
three important things that business to business (B2B)
customers want, and will pay for, during any delivery:
Flexibility to make delivery changes if needed; visibility
of their delivery; and proof of delivery and a clear chain
of custody protocol.
While these customer wants may seem difficult to satisfy, certain technologies will allow you to provide your
customers with an excellent fulfillment experience. But
first, let's take a deeper dive into why customers want
these specific things and the tangible benefits for a
business to provide them.

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Fixed Ops Magazine - 2020 Vol17 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 03

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