Guest Column | September 17, 2013

At The e-Commerce Register: Customer Satisfaction Without Employee Interaction

By Nathan Wheeler, Distribution Merchandising Manager, SATO America, Inc.

Part 2 of a 3 part series. Read part 1 here and part 3 here.

E-commerce resources are generally focused on supporting the online storefront with good reason.  It’s important for the customer to be able to find their product quickly, for the company to be able to recommend associated products, and for the checkout process to be completed quickly once the customer has decided to make a purchase. 

However, the final step in most online sales is not a website confirmation page; it is a box on the doorstep.  This is an opportunity for the retailer to differentiate themselves from the competition and encourage repeat business.  Merchandise may be purchased from many retailers – brick and mortar and online.  Every opportunity the retailer has to remind the customer from where the merchandise was purchased and the value that the retailer has added is vital to repeat business.

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