8 tips to improve customer loyalty with every delivery

In today's competitive business landscape, customer loyalty is the golden key to success. It's not just about making a sale; it's about building trust and fostering long-term relationships with your customers. 

In this equation, the quality of your delivery services plays a crucial role. Reliable, efficient deliveries not only ensure your products reach their destination on time but also create a positive customer experience that translates into loyalty and repeat business.

This blog post dives into key strategies to leverage your delivery process and turn every shipment into an opportunity to build customer loyalty. We'll explore how consistent communication, personalised touches, and proactive problem-solving can elevate your customer experience and build lasting bonds.

1. Consistent communication

Peace of mind is paramount when it comes to deliveries. Customers want to know their shipments are safe, secure, and on their way. Clear and timely communication throughout the delivery journey fosters peace of mind and builds trust.

Here are some ways to keep your customers informed about their shipments:

• Automated Email & SMS Updates: This way, customers can automatically receive timely tracking updates so they have a rough idea of where their shipment is at.
• User-Friendly Tracking Portal: An online tracking portal will allow customers to access real-time shipment information on-demand. 
• Detailed Shipment Tracking: Having clear and detailed tracking information within communication channels should also include current parcel location and estimated date to the next stage of delivery.
• Live Chat Support: Go beyond basic notifications by offering proactive customer service. Reach out to customers if there are any potential issues with their delivery and offer solutions.

2. Customisation

In today's customer-centric world, a personalised touch can be the determining factor for customer satisfaction and retention. Tailoring the delivery experience to individual preferences demonstrates that you value their business and their time. Offering customisation options demonstrates that you value their time and convenience. 

Here are some examples of how to offer a more customised delivery experience:

• Flexible Delivery Locations: Offer customers the option to choose their preferred delivery location, whether it's their home, office, local service point, or even a neighbour's address.
• Customisable Packaging: Provide options for customers to choose packaging sizes or eco-friendly alternatives that best suit their needs.
• Delivery Time Window Selection: Allow customers to select a specific delivery window that best fits their schedule, reducing the need to wait around for deliveries.

For businesses that utilise couriers like DHL, options like On-Demand Delivery empower customers to further personalise their deliveries. This allows them to adjust various aspects of their shipment, such as:

• Collection Point: Choose a convenient service point for parcel pick-up instead of home delivery.
• Alternate Delivery Address: Have the shipment delivered to a different address altogether, perhaps a workplace or a friend's residence.
• Flexible Delivery Dates: Postpone the delivery date to better suit the customer's schedule, with options extending up to 30 days.

By offering a healthy combination of personalised delivery options and prioritising a customer-centric approach, you can significantly improve customer retention. When customers feel their needs are understood and accommodated, they're more likely to return for future business.

3. Reliability and transparency

In the world of e-commerce, transparency is paramount. Customers value businesses that are upfront and honest about their processes. This includes disclosing detailed tracking information, but transparency goes beyond that.

Customers crave a sense of connection with the brands and services they use. Being transparent about any potential logistical challenges, such as unforeseen delays or temporary service limitations, demonstrates your commitment to honesty and responsibility. Transparency translates directly to delivery schedules and parcel tracking. Providing accurate and up-to-date information on estimated delivery windows and shipment locations empowers customers to plan accordingly.

4. Speed and efficiency 

In Vietnam's dynamic e-commerce landscape, customers increasingly value fast and efficient delivery services. Timely shipments, particularly for essential items or those needed urgently, significantly enhance the customer experience.

Of course, fast delivery doesn't necessarily equate to cutting corners. By streamlining your delivery processes without compromising on quality, you can ensure your customers receive their shipments promptly and reliably.

• Optimised Route Planning: Utilise advanced route planning software to optimise delivery routes, minimising travel times and maximising efficiency.
• Strategic Warehouse Locations: Consider establishing strategically located warehouses closer to your customer base to reduce overall delivery distances.
• Multi-Carrier Partnerships: Partner with multiple reliable carriers to offer customers a wider range of delivery options and potentially access faster shipping options depending on the destination.
• Investment in Technology: Invest in technology solutions that automate manual tasks and streamline delivery processes, such as automated sorting and tracking systems.

5. Exceptional customer support

While achieving 100% customer satisfaction may not always be possible, exceptional customer support goes a long way in building trust and loyalty. A responsive and helpful customer support team is an invaluable asset in this regard.

A study by Survey Sparrow1 revealed that customer retention rates increase by 5% for every 1% increase in customer satisfaction. Brands that prioritise exceptional customer service understand the importance of building relationships with their customers and addressing their concerns promptly and professionally. 

In Vietnam, leading e-commerce platforms like Shopee and Tiki Corporation are exemplifying exceptional customer service. Shopee is known for its user-friendly approach, offering clear communication through multiple channels and efficient dispute-resolution processes. Tiki Corporation, on the other hand, is lauded for its responsive customer service team, providing immediate assistance through live chat and dedicated hotlines, along with generous return policies for customer satisfaction. These companies prioritise building trust and fostering long-term customer loyalty through exceptional service.

6. Personal touches

Unexpected surprises can leave a lasting positive impression on customers. Adding a personal touch, such as a handwritten thank-you note or a complimentary tool to address potential problems with their purchase, demonstrates that you value their business, and significantly enhances the customer experience and improves customer loyalty.

• Handwritten Thank-You Notes: A simple handwritten thank-you note included with the shipment adds a personal touch and shows your appreciation for their business.
• Seasonal Packaging: Utilise festive or seasonal packaging during holidays or special occasions to create a sense of delight and anticipation upon delivery.
• Free Samples: Include a small sample of a new product or service with their purchase to generate excitement and encourage future purchases.
• Loyalty Programmes: Implement customer loyalty programmes that reward repeat business, offering exclusive discounts or special offers.
• Sustainable Packaging Options: Offer eco-friendly packaging options and highlight this commitment to sustainability—an aspect increasingly valued by environmentally conscious customers.

7. Eco-Friendly practices

Today's environmentally conscious consumers increasingly prioritise sustainability throughout the shopping experience. This includes wanting their deliveries to have minimal environmental impact. Eco-friendly shipping is no longer a niche concern; it's a crucial aspect of customer retention management. By offering sustainable delivery options, you can demonstrate your commitment to environmental responsibility and resonate with eco-conscious customers.

Here's how to reduce your carbon footprint through responsible shipping practices:

• Sustainable Packaging: Utilise recyclable, biodegradable, or reusable packaging materials to minimise waste and environmental impact.
• Optimised Delivery Routes: Implement route planning software that considers fuel efficiency and minimises overall travel distances for deliveries.
• Consolidation and Multi-Stop Deliveries: Consolidate shipments and plan multi-stop deliveries to reduce the number of vehicles needed on the road.
• Investment in Electric Vehicles: Explore transitioning to electric vehicles or hybrid fleets for greener delivery options.
• Carbon Offset Programs: Partner with carbon offset programs to neutralise your company's carbon footprint associated with deliveries.

8. Feedback channels

Customer feedback is invaluable for improving your delivery services and fostering customer loyalty. Businesses can monitor conversations across popular Vietnamese social media platforms like Zalo and Facebook, alongside other social media channels, to identify trends and customer concerns related to your delivery services. 

By actively seeking and responding to customer input, you can gain valuable insights into their pain points and expectations. This allows you to improve customer retention by taking steps to address their concerns and enhance the overall customer experience.

• Multiple Feedback Channels: Provide customers with various ways to provide feedback, such as online surveys, email addresses, and social media platforms.
• Post-Delivery Surveys: Send automated post-delivery surveys to gather feedback on customer satisfaction with specific aspects of the delivery process.
• Incentivise Feedback: Consider offering incentives, such as discounts or loyalty points, to encourage customers to share their feedback.
• Prompt Response and Action: Respond to customer feedback promptly, acknowledge their concerns, and take action to address identified issues.

DHL Express: your trusted partner in customer excellence