customer satisfaction

a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.

The new challenges of last mile deliveries. ENGAGEMENT matters

Written by on February 13, 2017 in business models, customer satisfaction, delivery with 0 Comments
The new challenges of last mile deliveries. ENGAGEMENT matters

We have all experienced the frustration of being given a 5 hour window for when a delivery or service person will arrive; basically throwing away an entire day waiting. Last mile deliveries comes with a slew of logistical challenges, but many companies often forget to think of the most important link in the supply chain […]

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Customer Trust Hinges On Fast, Efficient Supply Chain

Customer Trust Hinges On Fast, Efficient Supply Chain

A 5 percent increase in customer retention can improve a company’s profitability by 75 percent, according to Bain and Co. Yet many retailers continue to focus more on acquisition and conversion than retention. Narvar conducted a study of more than 1,000 U.S. adults who have shopped online in the past year to analyze how they […]

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5 Secrets for Reducing Your Furniture Returns

5 Secrets for Reducing Your Furniture Returns

In furniture sales, claims and returns are perhaps the greatest threat to efficiency and profitability—not to mention customer loyalty. Are you satisfied with your claims and returns rate? If not, check out these five secrets, all proven to perform for your customers and your business: BUILD A WHITE GLOVE CULTURE Satisfaction starts on the truck, […]

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How FreshDirect is differentiating by connecting its people, products and assets

How FreshDirect is differentiating by connecting its people, products and assets

FreshDirect is a thriving e-grocer based in Long Island City, New York that also serves portions of New Jersey, Connecticut and the Philadelphia areas. Founded in 2002, the company allows users to place orders online for high quality food that is straight from farm to table. The company relies on a mobile fleet of more […]

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Improving the International Experience Through Visibility to All Costs and Information

Written by on December 15, 2016 in customer satisfaction with 0 Comments
Improving the International Experience Through Visibility to All Costs and Information

Greg Dahlstrom of Bodybuilding.com joined us for Home Delivery World 2016 to discuss ‘ improving international experience through visibility to all costs and information ‘. In this presentation, learn about ensuring a positive delivery experience for your customers . Download this presentation to understand more about: Where to ship? How to ship? Transit times Who […]

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Creating an effective supply chain strategy to support specialized white glove delivery

Written by on November 14, 2016 in customer satisfaction, eCommerce, technology with 0 Comments
Creating an effective supply chain strategy to support specialized white glove delivery

Abir Thakurta of Havertys joined us for Home Delivery World 2016 to discuss ‘creating an effective supply chain strategy to support specialized white glove delivery .’  In this presentation, learn about some of the key lessons Havertys has learned in how to optimize supply chain strategy . Download this presentation to understand more about: Positive brand equity Target customer Selling delivery Supply chain operating tenets Supply […]

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Home Delivery World West has landed

Written by on August 31, 2016 in customer satisfaction with 0 Comments
Home Delivery World West has landed

Home Delivery World West will be getting underway in a few short hours and we can’t wait to see you. Here is a rundown of everything you need to know: Number 1: Schedule Please find the most up-to date agenda on our event website here, or if you want a printer friendly version, download it. […]

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Leading Asian Retailer Zalora Scales Communications with Nexmo APIs

Written by on August 29, 2016 in customer satisfaction, e-commerce, Reports with 0 Comments
Leading Asian Retailer Zalora Scales Communications with Nexmo APIs

Today, more and more shoppers are going mobile, changing how businesses engage these consumers. While there is still a use case for email, the channel faces stiff competition from mobile, which has proven an effective user acquisition, marketing and operational messaging channel. Understanding this trend, popular fashion retailer ZALORA sought a SMS solution to implement […]

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Download John McDonald of Poshmark’s Home Delivery World West 2015 presentation

Download John McDonald of Poshmark’s Home Delivery World West 2015 presentation

John McDonald  is the VP of Marketplace Operations for Poshmark . He presented at Home Delivery World West on the topic of leveraging your community to drive engagement. Download the presentation now to learn more about: Retaining customers by connecting them to others that share their passion Incorporating ‘experiences’ to keep your community invested Converting engagement into evangelism Interested […]

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Cat Chen of The Honest Company’s keynote from Home Delivery World West 2015

Written by on July 18, 2016 in customer satisfaction, delivery, eCommerce with 0 Comments
Cat Chen of The Honest Company’s keynote from Home Delivery World West 2015

Cat Chen is the VP of Operations for The Honest Company. She presented at Home Delivery World West 2015 on wowing the customer and delivering the best, most honest customer experience. Download the presentation here to learn more about: Deliver what customers expect by improving fulfillment accuracy, fill rate, and damage rate Improve shipping speed […]

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Live from #HomeDeliveryW: Descartes’ Chris Jones on the customer facing supply chain

Live from #HomeDeliveryW: Descartes’ Chris Jones on the customer facing supply chain

Welcome to the age of the customer-facing supply chain Chris Jones, Executive Vice President of Marketing and Services, Descartes Systems Group In customer-facing supply chain, the experience is as important as the service itself. Successful supply chain is always customer-facing, and the experience provides the additional value customers are paying for. The home delivery cycle, from beginning […]

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Reducing shipping costs and transit times to Hawaii, Alaska, and Puerto Rico

Reducing shipping costs and transit times to Hawaii, Alaska, and Puerto Rico

   When addressing product sales and distribution to offshore regions within the United States, retailers, e-retailers, and direct selling organizations typically adopt one of the fol-lowing models: Offer shipping to only the continental U.S. addresses. Develop local brick & mortar presence to support needs. Pass off high-cost of traditional inte-grated carriers to consumers. Historically, these […]

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