Promises delivered: managing customer expectations at peak shopping times
Christmas is almost in sight, which means peak shopping times are well and truly upon us. For businesses, this is a golden opportunity for sales, but it also brings challenges.
At Hallmark Consumer Services, we understand how critical it is to deliver a seamless experience for your customers while navigating the complexities of increased demand. Managing customers’ expectations effectively is the key to not only satisfying buyers but also safeguarding your operations from unnecessary stress. Here are our top tips for managing customer expectations during peak shopping times, drawn from years of experience as an award-winning fulfilment solutions provider.
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Give customers control and keep them informed
Modern customers appreciate transparency and control. Offering flexible delivery options, such as standard, express, or click-and-collect services, empowers buyers to choose what works best for them. But that’s just the start.
Providing real-time updates at key points in the order journey, including confirmation emails, tracking numbers, and delivery notifications, helps to keep customers informed and reassured. These touchpoints eliminate the uncertainty that drives customer service enquiries and let your customers “self-serve” for information.
Keep in mind the difference in the way customers phrase their enquiries. For instance, a customer might contact you to ask, “When will my order be despatched?” when what they’re really asking is, “When will it be delivered?” Providing clear, proactive communication from order placement to delivery helps eliminate any misunderstandings, ultimately saving everyone time and effort. For more tips on how to improve your ecommerce customer experience, click here.
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Be responsive and realistic
When orders are pouring in at peak times, it’s tempting to promise the moon in order to make every customer happy. But overpromising can lead to greater disappointment and frustration. Setting realistic delivery timescales, even if they’re slightly longer, is always better than failing to meet an unrealistic promise. Find out more about how to optimise your Christmas logistics here.
Customers value honesty, especially during busy shopping periods. If delivery networks experience delays, as often happens during peak periods, be upfront about potential impacts. Most customers understand that busy times can bring challenges, but they appreciate being kept in the loop.
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Prepare for carrier delays during peak shopping times
With increased volumes across carrier networks, delays are almost inevitable during the festive season; planning for this in advance can help mitigate the impact. Partnering with multiple carriers allows you to remain flexible and quickly pivot if one service faces disruption.
The right fulfilment partner can help you identify the best delivery options for your needs, ensuring you remain agile and adaptable to last-minute changes.
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Get your stock forecasting right
Nothing dampens a customer’s Christmas spirit like placing an order only to be told it’s out of stock. Ensuring your inventory is well-forecasted and accurately tracked is vital during peak periods. A good way to avoid running out of stock is to analyse past trends, current demand, and supplier lead times – you can use this data to make informed decisions ahead of time.
Using an efficient inventory management system also helps keep your stock levels in check, enabling faster order fulfilment and happier customers.
A merry season for everyone!
By giving customers control, communicating proactively, and delivering on realistic promises, you reduce the need for customer service interventions and unnecessary costs. Instead, your focus can stay on delivering quality products and experiences, while your customers feel informed and valued.
At Hallmark Consumer Services, we’re here to help you navigate the busiest times of the year with confidence. With our expertise in fulfilment solutions and related services, we’re the perfect partner in creating smooth operations and satisfied customers – no matter how busy it gets.
For a friendly chat about how we can support your business, contact Hallmark Consumer Services today. You can get in touch with us here or call us on 01664 485000.