The FAHM Method
Removing barriers for a clear path forward.
Save the roller-coaster ride for the amusement parks. Customer journeys, no matter the channel, need to be straightforward and smooth in order to maximize experience. Monitoring online and in store browsing and buying patterns as well as understanding responses to campaigns can provide valuable insight into customer behavior. Good experiences leverage data and insights and a test and learn approach to continually improve and exceed customer expectations.
Removing hurdles is the easiest way to convert shoppers into customers. Either in store, online or by phone; a seamless checkout process will give every customer a positive experience and instill confidence. Securely accepting and storing data helps enhance that trust and increases the likelihood of future visits and orders. Building on that relationship then provides brands not only customers but ambassadors.
Don’t make promises you can’t keep. That’s the age-old saying and when it comes to fulfillment, nothing applies more. From the availability of items in stock to the locations where orders can be picked up, received or returned, customers want flexibility. Catering to those demands requires an agile system, and a digital maestro that can efficiently orchestrate every customer’s request.
It doesn’t matter if a shipment contains coffee pods or a birthday present — once orders are placed, the clock starts. Customers expect businesses to live up to their shipping times and prove the responsiveness of their supply chain. Whether it’s through a parcel carrier, a truck delivery or a courier service; customers expect businesses to go the extra mile for the final mile. Emotions play a huge role here, making good experiences memorable and bad experiences unforgettable.