One thing that a lot of people overlook in the ecom game?
The fulfilment process.
The journey from placing, to shipping, to delivering an order.
A clean fulfilment process can sometimes be the edge that pushes forward a company operating in a heavily competitive market.
Not quite a USP, but pretty close to it…
Think about it for a second.
You order two products from similar brands:
Brand A’s product shows up in 3 or so days with rough packaging, no note and no guide on getting the most out of the product
Brand B’s product shows up the very next day with a personal thank you note, clear instructions on how to use, and assurance on their return policy (…they also send you a handful of emails post purchase to make sure you’re good to go)
There is no doubt dealing with Brand B was better from a customer experience POV.
And if the products are both virtually identical in terms of features?
Brand B is the one getting the repeat business.
I can even argue that a superior brand with an inferior fulfilment process risks losing a good chunk of business to the competitor that has their delivery game on point…
Buyers remorse aint no joke.
Investing in an elite fulfilment process might be the one last advantage your brand needs to stand out from the pack.
It will cost you more money (dealing with better courier services, printing out high quality cards etc)
And yes, it will probably take up more of your time.
But if you’re playing the long game, and want to focus on the highest customer LTV possible…
These upfront costs are worth it.
Food for thought.
For a marketing team who can help you tidy up this process, click the link below:
Lachlan