Delivery visibility: how map-sharing cures the Customer Wait Time Blues | Delivery Ninja

Delivery visibility: how map-sharing cures the Customer Wait Time Blues

Thanks to the Internet and social-sharing, it is now easier than ever before to lose customers.

It’s long known that our buying decisions are impacted by friends’ opinions and online reviews. It is also a fact that disgruntled customers tend to be more vocal than happy customers [1].

Add social-sharing to the mix and the effect can be explosive when the detractor in question is an influencer.
Some even claim it can wipe a billion $ of a brand’s stock.

It’s one thing to lose a customer because they were unhappy. It’s another thing completely to lose 20 customers because of some bad word of mouth [2]. More so when that bad word is megaphoned across social media.
Keeping your customer happy is crucial to your bottom line.
A ’totally satisfied customer’ contributes 14 times more revenue than a ‘somewhat dissatisfied customer’. [2]

The Customer Wait Time Blues

If getting your product or service to the customer involves a delivery component, take note.
97% of customers feel that on-time delivery is important or very important to their overall satisfaction. [3]

But why should you worry? You got your sale, you made your delivery. Money’s in the bank…

You should worry because customers won’t forget their poor experience. [4]
A customer who begrudgingly waited, is a repeat buyer lost. All because of one bad experience with a wait time. [4]

But as you’ll understand from the introduction, you haven’t just lost a repeat customer and referrals, you’re also losing potential customers, when this disgruntled client becomes a vocal detractor on the Internet.

The cost of allowing a previously engaged customer to become a detractor is immeasurable. [5]

It costs 5 times as much to attract a new customer than to keep an existing one. [6]

The remedy: delivery visibility via map-sharing

Waiting is torturous.
To your customers, waiting is a waste of time. What’s worse: they may blame your business for it.

We all hate not knowing. Waiting causes angst.
Customers don’t like to be left in the dark. Especially if your driver is late.

The remedy is to show your customers where their delivery is at, on their mobile, every reassuring second of the way.
A real-time map showing your driver’s up-to-date location is peace of mind for your customer and therefore peace of mind for you.

Maps with ETA help the customer plan the remainder of their day effectively.
Maps are also engaging, so the wait seems shorter.

Real-time delivery visibility via a live map is the kind of differentiator that makes your brand stand out from your competition.

It puts a smile on your customer’s dial.

And a smiling customer is a repeat customer and a promoter. 10 times more so on the Internet….

Customer obsession increasingly appears among the brand promises of companies focused on customer satisfaction and customer lifetime value. Delivery visibility fits squarely in that space.

The question is: will you decide to be ahead of the bandwagon, or will you try and catch it when it passes, full with competitors?

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[1] Bad Customer Service Interactions More Likely to be Shared Than Good Ones
[2] Why customer satisfaction is important (6 reasons)
[3] The 3 Keys to Customer Satisfaction
[4] 4 Reasons That Wait Times are Costing You Sales
[5] What are waiting times really costing your business?
[6] Customer Acquisition vs Retention Costs – Statistics And Trends