Consumer shopping habits constantly change and so too are consumer expectations of interaction with companies. Every organisation needs to understand the shopping habits of their customers and consumers in order to meet their needs and develop brand loyalty through interactive relationships.
At the heart of LaunchPad°, we believe Customer Service is crucial for longevity of a brands growth. Customer Service is a customer contact point that needs to be on top of its game at all times, leaving positive impressions with consumers during their purchasing journey.
Case Study: Consumer expectations of a Retailer are evolving all the time, driven by technology and the speed of change. The company found itself in a position where its delivery proposition needed to offer palatalised DC deliveries and a single item drop ship model. The company had to create a solution to manage this change and how it would impact on customer service. Key tasks were to assess and review capabilities of all functions to ensure we could meet customer expectations on price, delivery, after-sales care; implement automation of order processing and develop the CRM system; recruit and manage sales and support staff who added value to the business; effectively manage shareholder expectations from the parent company based in the USA. Outcomes were meeting customer expectations, innovating the industry by being the first to offer a drop ship model, returning the company to profit and achieve annual revenue growth; reformed customer service operations and processes to eliminate the need to increase staff; instigated change of warehouse and 3PL services to provide overall logistics savings to improve OP.
A passion for ‘high quality customer experience’
Able to review and assess capabilities of delivering high quality service from all functions of the business – for internal & external customers