This is what matters now in the ongoing D2C boom!

Regardless of Black Friday, Cyber Monday and Christmas, D2C retail has been experiencing strong growth for the past two years. According to numerous forecasts, this trend will continue in 2022.
This rush of demand is a test of strength for fulfilment processes, because only those stores that get it right in the last mile will be rewarded with repeat orders. If you don’t want to miss out on sales, you have to ensure smooth processes from shopping in the e-store to payment, delivery and returns management.

Our tips for maximum customer satisfaction in D2C commerce

1. Optimize your returns management

Because fast returns processing ensures high customer satisfaction. When it comes to returns, your clients want their money back as soon as possible. That’s why professional, preferably digital, returns management has a direct impact on customer satisfaction.

2. Offer your customers 24/7 individual customer care services

Because fast returns processing ensures high customer satisfaction. When it comes to returns, your clients want their money back as soon as possible. That’s why professional, preferably digital, returns management has a direct impact on customer satisfaction.

3. Rely on digital workflows in fulfilment

Fully networked and digital processes give you real-time access to your inventory, return rates, customer care requests and accounts receivable. This allows you to fine-tune sales and marketing campaigns at any time and react quickly. In addition, you can sell remaining stock more quickly or better position products with higher margins in the shop via real-time comparisons with current stock levels.

4. Avoid stumbling blocks in international expansions

Whether it’s the objection period, credit checks or payment preferences – if you want to internationalise your D2C business, you have to know the details locally. With an international fulfilment network, you play it safe here. Because the fulfilment partners on site know all the financial, technical, legal or logistical details. You know about local customer preferences and prevent your expansion from ending with dissatisfied customers and bad reviews.

5. From e-shop service to loyalty programme

A 360° customer view forms the basis for precise forecasts and accurate e-commerce. Whether you want to develop special customer loyalty programmes or provide end customers with individual cross-sell and upsell offers – the more data you have from different sources, the clearer the connections and the better your analyses. Make sure that data from fulfilment (delivery times, customer care enquiries, returns behaviour, etc.) is incorporated into your campaign management.
If your fulfilment service provider manages the entire loyalty programme, all the better.

Impeccable fulfilment performance is a prerequisite for maximum customer engagement and turns casual customers into loyal fans. Thanks to more than 30 years of fulfilment experience, we know the levers you need to turn to make your customers happy and you even more successful. With top customer satisfaction, you are a decisive step ahead of your competitors!

With D2C fulfilment solutions from PVS Europe, you benefit from a 360° customer view and orchestrate all workflows along the entire customer relationship!