Manage the experience your customers have with the vendors you choose like your business depends on it
Part three of our InsureShield™ eCommerce CX series
As we learned in our eCommerce CX Series, part 2, 75% of customers are willing to spend more with companies that give them a good customer experience.1
Unfortunately, when working with third parties, it’s very easy to lose control of the customer experience. Small businesses rely on third party vendors to do everything from logistics and web hosting, to sourcing materials. With each external touch point, there is an opportunity to either misstep or make a slam dunk on how your customer perceives your brand.
Let’s say you sell goods online and you outsource fulfillment and shipping. It doesn’t matter that you don’t own the shipping service. Your customer still expects the product they ordered from you to arrive on time, or ahead of time, at the right place and in in the condition expected. If the shipment encounters issues, your customer is going to contact you.
Thirty-eight percent of consumers are likely to fault the company they purchased from for any shipping issues and a majority would turn to the business directly for resolution.
You need good partners and a seamless way to promptly handle customer concerns as part of your CX strategy.
With InsureShield™ shipping insurance, there’s one less thing for businesses to worry about. Your shipping coverage is designed for digital flexibility from the point of sale all the way through the claims process.
Most of your claims can be paid in mere days, not weeks, to give you a speedy resolution.* And because shipments are covered against loss or damage, you or your vendor can confidently reship these items knowing they’ll be reimbursed.
When loss or damage occurs, the fewer steps your customer needs for issue resolution, the better it is for your brand. InsureShield™ shipping insurance helps you streamline adding insurance and establish thresholds for coverage based on the risk tolerance for your business.
A trusted third party vendor can help you without placing significant burdens on your customer, which allows you to make whatever business decision you feel is best for your customer.
So, while it is true that you can’t control every situation that could go wrong, you can help shape the perception of your customers by delivering quality experiences. Your business reputation depends on it.
About the Author
Boyd Marler is a digital program manager for UPS Capital who develops programs tailored to small businesses. His goal is to help SMBs reclaim their time and become more profitable through well-crafted insurance solutions.
* Figures are based on aggregate insurance claim payment data collected by UPS Capital Insurance Agency, Inc. during the period of four consecutive fiscal quarters ended March 31, 2021. Individual results may vary.
UPSCIA Insurance Disclosure, as of February 24, 2021
Insurance coverage is underwritten by an authorized insurance company and issued through licensed insurance producers, including UPS Capital Insurance Agency, Inc. (“UPSCIA”), a subsidiary of UPS Capital Corporation (“UPS Capital”). The insurance company, UPSCIA and its licensed affiliates reserve the right to change or cancel the program at any time. You may be offered the opportunity to insure eligible shipments under a policy of insurance (the “Policy”) issued: (i) directly to you; (ii) to UPS Capital; or (iii) to the sender/ publisher of this communication. Where the Policy is issued to UPS Capital or such sender/publisher, such Policy extends coverage to your eligible shipments, but you are neither an insured nor an additional insured under such Policy. In the event of a loss covered under such Policy, any resulting claim payment shall be directed to you as a loss payee. This information does not in any way alter or amend the terms, limitations or exclusions of the applicable Policy and is intended only as a brief summary. Insurance coverage is not available in all jurisdictions and coverage is governed by the terms, conditions, limitations and exclusions set forth in the applicable Policy.