CEO Chris Smith, in November's Reverse Logistics Magazine, discusses how service organizations can improve consumer experience and long term loyalty by creating a reverse logistics strategy.
"As warranty service providers like manufacturers become more and more focused on the customer experience, it’s necessary to evaluate how they can improve customer loyalty and the overall customer experience (CX). Reverse logistics doesn’t necessarily jump to mind as a hugely impactful tool for improvement, however it is.
We believe that in order to drive great CX, which has measurable downstream affects on brand loyalty and repeat sales, warranty services companies like manufacturers, extended warranty providers, retailers and service providers must focus on a few key strategic pillars which both impact and are dependent on the provider’s RL processes in some way.
Logistics can’t be a last thought in driving loyalty and great CX. Every point in the customer ownership journey with your company provides a multitude of options for improving both. Let’s consider the following basic elements of any reverse logistics strategy."
Read more in this month's issue. Click the link below for the full article. You'll need to create a login id to see the entire article.