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Be available across channel. Right? Don’t make

Posted: Wed Feb 12, 2025 5:09 am
by tasnimsanika7
At the end of the day, this is also an opportunity for a lot of brands to acquire customers and acquire customers away from Amazon because people are looking for new options. So I can’t expect anybody to take the stance of, “I’m not going to take on any new customers,” but if you are going to do that, right, who am I to ask? Unless it’s me. But if you are going to take on those new customers, right, and then they are going to submit orders, then I think really kind of owning up to the transparency. So when they come to your website or they engage in your portal or whatever it is, being able to see real time status updates on where their order is in the process. Is it still being packed, right? If it’s out, is it out for delivery? And if it’s out for delivery, where is it? So I think that piece of it, then look, you’re still going to have this heightened level of tension in your consumer base. They are going to reach out to you. it so like, “I gotta go email you,” because nobody really trusts croatia phone number list that you’re going to get back to them in a timely fashion. Be available in real time channels, like chat, the voice channel. Right? And if they’re going to go to social media and rip on you because you’re not giving them information, be there to answer their call there. Now when your agents then are engaged with them, let’s make sure they have the data because that’s the worst thing that can happen for a poor agent is, “Now I’m dealing with this very frustrated customer who’s asking about the flowers, the food, the cake,” whatever it is that they’ve ordered from you, and you don’t have the answers. And so you’re sitting there going, “I wish I could help you, but I don’t know where your order is.” Right? But here’s where the brands that are going to separate themselves from the rest of the pack are the ones who are proactive. The ones that reach out to you to keep you abreast of where your order is. So you don’t have to come to me. I’m sending you text alerts, I’m sending you emails, right? I’m letting you know where your order is. And then if there is any change in that, I’m also letting you know, to let you know that you can make a change. Let me give you a really quick story. Went out and ordered a ton of groceries from a delivery provider and at noon that day, I got an alert that your shopping cart is being packed. I’m like, awesome. Right? Food’s coming. I’m super excited. Five hours later, still no delivery. I go into a panic. We were running pretty low on some supplies. I went to another provider and bought groceries. At 10 o’clock at night, that original grocer delivered. Now I’m sitting there with two X because the other person also fulfilled their order. So I went from being really worried about food supply to now I’m sitting on so much food that I’m kind of worried that I’m taking away from the overall supply chain and I’ve got stuff that’s going to spoil. And so if you had just kept me posted as to where my stuff was, day one with that original order, I never would have gone out and doubled my spend unnecessarily so –