A great example of the interest in delivery solutions at the Las Vegas Market is the conversation we had with Furnitech. FurniTech offers a spectrum of online options of furniture for high-end electronics.While at the Las Vegas Market Design Center, Manna representative Troy James spoke with Eric Shupack, president and CEO of FurniTech about the challenges of delivery and customer satisfaction from time of the purchase click to the time the customer is using their purchase. Shupack is using Manna for White-Glove, High-Speed delivery and installation.
That gap between purchase and waiting should be filled with communication and valuable information to the end user. Manna advocates status updates on shipments and even a call ahead of time from the driver on delivery day. These are the kinds of best practices we have seen work across the country. They go a long way to instill customer loyalty.
Here are some examples of comments by customers that have purchased big ticket items online
By KG in Michigan, July 10, 2010
“The entire process was outstanding! From the moment I made initial contact with the Company, to the time the mattress was delivered, ALL involved were thorough and professional. Nothing needs improvement! The delivery company was GREAT!! Thank You!”
By JRS, June 26, 2010
“The entire delivery process, from beginning to end, was a great experience. From the efficient use of e-mail and internet to schedule the delivery, to access to shipping status, to the actual delivery by a courteous, professional and helpful driver/delivery man, the entire process was outstanding. This is the first time I’ve purchased major appliances (convection wall oven, microwave/convection and trim kit) over the internet, but the entire process was so pleasant I won’t hesitate to do so again…at least involving the same on-line retailer and shipping service. Great experience!”