Posts Tagged ‘Customer Service’

Automate Back-Office Processes & Improve Your Margins

August 4th, 2009

Shipping Process

Sometimes as a small business owner you can be so engrossed in day to day operations that you don’t have time to think about long term strategy. It is vital to strategize and think about your company’s future.

One of the many things you can do to help your bottom line is automate back office processes. By automating processes or setting procedures for how different scenarios are dealt with you can save time and money.

Say you are printing your orders for your warehouse staff who then pick, pack and ship the items. They now need to either pull up the order in your system or create a shipping label by copy and pasting or typing the name and address into your shipping software. You can eliminate a few steps of this process by creating a queue in system where all orders that are ready to ship will sit, when the warehouse staff is ready they can packing slip with a bar code which can be scanned into UPS or FedEx and automatically pull in the customers information. This can be accomplished by working with your shipping carrier to hook up your system and do a lookup by order number. You can get a cheap barcode scanner for $50 online or just type in the order number.

By no means is this an extensive bible on the subject, but just an example to help you start thinking about your business processes and what you can do to streamline them. The sky is the limit.

Great Customer Service Will Lower Cost Per Acquisition

July 28th, 2009

Customer-Service

Be good to your customers and they will be good to you. Going the extra mile to make a customer happy can have great long term benefits.

Branding

Say your customer ordered the wrong item accidentally, even though you usually charge a restocking fee to recoup your costs of operation, what would happen is you waive that fee? Think of the small dollar loss as marketing dollars. When you make a customer happy, they want to talk about you. That’s the best kind of marketing.

Word Of Mouth

Now that your customer was impressed with your service, they will want to tell their friends about their shopping experience. If you can keep those friends happy, in no time you’ll have a domino effect of happiness.

CPA

A happy cutomer is the best customer. When your customer is satisfied with their purchase, next time they need something they will check with you. This will bring down your overall cost per acquisition.

Any article on the subject of Customer Service is not complete unless it mentions the king of wow: Zappos. Zappos went where no company went before, they worked hard and lost money short term, but that money was really money well spent. There are many consumers that will not shop elsewhere, they are Zappos customers for life. That’s the way it should be.

I’m sure that a $920,000,000 payout was good for Zappos too.