Last week I placed an order with Bol.com, one of the largest ecommerce sites here. Everything was fine and they mentioned that my order (which contains several items) would be shipped in 4-6 weeks. The distribution costs are € 1,95 for the complete package.
However, to my surprise they are sending these loose items, as and when they are available. Within one week’s time I have already received 5 individual shipments. Obviously this is good for me as a customer, as I do receive my items earlier than predicted.
For Bol,com this is not good. Their distributions as well as their packaging costs are significantly higher than if they would have shipped the order in one go. So, it is crucial to check regularly whether your plans and commitments are being met, both positively as well as negatively.
Customer satisfaction is good, but you have to keep the eye on the bottom line as well.
Do you regularly check how your are meeting customer expectations?
GROW YOUR PEOPLE, GROW YOUR BUSINESS!