Shipping! What’s the Hitch?
Looking back at all the cases we’ve dealt with on EggXpert, I noticed that there are a lot of posts made about shipping. Personally I feel that shipping is something we don’t have as much control over (compared to our own services; I even remember a customer complained that the delivery guy called him and yelled that he didn’t know the way!), but there are two sides to this story: what can Newegg do, and what can our shippers do?
Staff quality!
Most complaints are regarding: bad manners, mis-delivered packages, damaged or lost shipments, and even the leaking of customer info. Well we know that the delivery job is hard, and like all industries some staff do a better job than others. Therefore, apart from a mutual understanding between the customer and the delivery staff, strict management and a clear-cut line between reward and punishment might be the only way to improve.
The victims?
Shipping service is at the forefront of a customer’s online transaction. Their attitude and service affect the rawest feeling of the whole shopping experience, including their feelings about our products, services and reputation. Therefore, when the shipping service is unpleasant, customers always tend to report it to e-tailers first, even though the problem occurred after the e-tailer handed off the order to the shipper.
I once saw a message from an upset customer: Maybe losing a few customers won’t greatly affect your sales, but what you lose is our faith in you. And this is utmost satire to the quality and service that you always pursue and build. As an e-tailer, who would want to lose even a single customer?! In this situation, the customers and e-tailers are both victims.
Play hard!
In the example above, the shipping company is also a victim, because every company wants to improve their reputation! Some shipping companies take responsibility and apologize to their customers, giving financial and spiritual compensation and rectifying or improving their services. No matter what change this may make, at least they are trying! But obviously, the driver, who provides the direct service and represents the company, is the crucial aspect of a shipping company. They could and should pay more attention to training their drivers; or even make a harsher policy based on the amount of complaints received. E-tailers may only urge shippers to perfect their service, but it’s the shipping company that must reinforce this with their management.
Race up, Express!
What they call “sharing woe” applies directly to shipping companies and e-tailers, as they are closely related and mutually dependent. It’s impossible for every e-tailer to have its own logistics & shipping system. So, if the level of shipping service cannot keep the pace with the highly developing e-commerce industry, it will affect the development and benefits of both industries.
E-commerce is a crossover of traditional industry and internet, and shipping is the last mile of this industry chain, also a part of customers’ experience. If the quality of its service does not improve, it would eventually be a hitch to the progress of the e-commerce industry.