Sometimes, it’s the little things that make the most impact.
In the B2B world, business relationships begin at a personal level, and that’s understandable as we all know; people buy from people. But once the relationship has been established, the focus quickly turns to operations, that is; ordering, fulfillment and delivery.
With an increasingly “on-demand” world available to us in our personal lives, our expectations have lifted in our business lives as a result. Prompt and successful fulfillment of orders is a given, but it’s no longer enough to simply receive an email with a reference number, and then just wait. Regular progress and status updates is the new normal. Anything less seems antiquated. And while there may be trading terms with SLAs in place, nothing beats knowing exactly where something is at, without having to ask.
Example: Automatic status updates from ServiceNow
So if you want to answer your customers’ questions before they ask – the best way to do that is to give them absolute clarity as to where their order is at all times. It not only reassures them that everything is under control – it alleviates any stress on their behalf of having to guess if delivery will be on time. It also makes your processes look super professional and efficient… which they may already be… but your customer does not know what they cannot see!