Business
Ep 248: Improving the customer experience in delivery and returns
2021-09-16
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Sharick Mirza, CEO at Assurety Consulting, and Rex Bull, CMO at Assurety Consulting, join me to talk about using data to improve the customer experience in delivery and reverse logistics:
- Case study of how data improved the customer experience for a medical devices company’s reverse logistics services
- Matching delivery data to customer communications
- Using the data to find optimum delivery times (e.g. 5-day delivery or 3-day delivery)
- Measurable results from improving the customer experience in reverse logistics
- Informed Delivery and enhancing the customer experience in letters
- Converting clicks to leads and sales
- How mail items represent a brand
- Informed Greetings
- How performance measurement tool Informed Visibility can improve the customer experience
- Using tracking data for digital marketing
- Analytics-based tracking platform
- Harnessing social media data (Instagram, Facebook, etc) to evaluate customer experience at post offices
- Using analytics to assess social media data, rather than using a manual process
- Improving post office processes via data mining
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