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Common E-commerce Mistakes to Avoid: How Many Are You Making?

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Archives, Global Trade Daily, Special Reports

Common E-commerce Mistakes to Avoid: How Many Are You Making?

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E-commerce is a truly amazing idea. You can market your product to thousands of customers without the marketing budget of a multinational company, take orders, and deliver them all at the same platform.

With the COVID-19 pandemic locking people up in their homes, online shopping has become the new norm, making e-commerce almost a necessity for most modern businesses.

While the possibilities are endless, it’s easy for things to go wrong with e-commerce if you don’t keep a few basic points in mind. If you’re wondering why your online business hasn’t achieved the growth it should have had, here are some common mistakes you might be making.

1. You have insufficient information on your store.

While everyone includes basic information like product descriptions and pricing, it’s easy to neglect the pages you think are unimportant.

One page people tend to neglect is the “About Us” page. You might think buyers aren’t interested in reading about you but you’re wrong. Buyers are curious about the person or company they’re buying from, especially if you’re just starting out and not big yet.

A well-written about us page helps you connect with your customers by sharing your personal story with them, which builds trust and credibility. At the end of the day, less buyers are going to bounce off your store.

At other times, e-commerce stores fail to clearly outline sales terms and conditions, leaving users confused about their refund and exchange policy. This can turn away a good number of buyers (no one likes taking risks with their money!), so make sure to include this information in clear terms in your store. A good online business lawyer can help you in this regard.

2. Your store is not designed for phones.

Mobile phones are a major medium people use to shop online. You could have the most amazing store, but if it’s not optimized for mobile phones, you’ve lost a lot of customers in an instant.

Open your store on your mobile browser, and see if it runs as smoothly as it does on a desktop. If it’s displayed incorrectly, lags, or is not very responsive, it means you need to have a conversation with your software team!

3. You haven’t researched the market.

This mistake can be made with any business, but it’s particularly easy to make with online businesses because they’re so easy to set up.

You can have full confidence in your product, but your business won’t flourish if no one wants your product. So it’s extremely important to find out the demand your product has before launching a store.

Another common mistake people make is failing to niche down. You should clearly define your niche, and then aim to engage your target audience. If you don’t niche down, you won’t be targeting a specific audience. You’ll basically be shooting in the dark.

4. You’ve neglected SEO.

Search Engine Optimization (SEO) is what makes your store visible on the internet. When you type “best pencil holders” in Google, you see a list of websites. Those websites aren’t ranked randomly but by how well they’re optimized for search engines.

Every piece of text that you put onto your store (from product descriptions to the About Us page) is an opportunity to make use of the right keywords and improve your SEO. Many e-commerce owners neglect the content they put on their website when it’s one of the most powerful tools to drive the right kind of customers to their store.

But SEO is not just about content. As competition between websites is increasing, SEO is getting more and more complex with constantly evolving on-page and off-page SEO best practices.

So it’s unlikely you’ll be able to tackle your store’s SEO by yourself. If you’re a startup, consider working with a budget-friendly SEO agency to take your store to the next level!

5. You’re not loud enough.

You can have the most amazing e-commerce store out there but it’s going to be useless if people don’t know about it.

You need to make use of all marketing platforms available to you to promote your website. Creating a brand identity and a story that people can relate with help in website promotion, so it’s a good idea to work on those aspects of your store as well.

Placing ads on social media platforms, collaborating with influencers and YouTubers, and making the right use of SEO content are some ways to promote your website. Many more ideas exist, and no one idea alone can turn things around for your store.

If you’d like to take all the ideas and turn them into an effective marketing strategy, your best bet is to work with a good digital marketer who can help you scream out as loud as possible!

6. You’re failing to close the deal.

The checkout process is the most important part of your store when it comes to closing the deal. If it’s too cumbersome, there’s a very good chance your customer will abandon the cart.

Your goal should be to make your checkout process as smooth as possible. You can do this by ensuring good page load speeds and a clean, intuitive user interface. At this point in the buying process, you should keep things minimal and avoid distracting the customer with offers, promotions, and advertisements.

It’s also helpful to keep the information required for making the purchase minimum — today’s internet users crave instant gratification and too much typing while shopping online annoys them.

Finally, try to offer as many payment options as you can. Nothing breaks the heart of an e-commerce customer like the unavailability of their preferred payment option, which sometimes is the only option they really have!

warehousing
Archives, Global Logistics, Global Trade Daily, Warehousing

All you Need to Know about eCommerce Warehousing in 2021

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In the last year, we have seen many large and small businesses shift their focus towards the online marketplace. While many are quick to point the finger towards the coronavirus pandemic, in truth, it only accelerated the digitization process. Online sales have been growing for years, and that inventory needs to be stored before it gets sold and shipped. In this article, we will look at the recent trends and cover all you need to know about eCommerce warehousing in 2021.

What is eCommerce warehousing?

Just so we’re on the same page, let’s get a few basics out of the way first. eCommerce warehousing refers to the storage of physical inventory before the stored goods are sold online. Of course, you can find other definitions floating around. What’s important is that it can stand for small, one-person garage businesses as well as large companies. The goods need to be stored safely and securely; that is a given. However, goods also need to be correctly cataloged with accurate arrival dates, quantities, and exact locations within the warehouse. As you can see, regardless of the scale of your business, keeping track of inventory is vital.

Outgrowing your living room

You shouldn’t be ashamed of starting small. Great things often have humble beginnings. Many large online businesses started small and slowly grew into what they are today. After all, eCommerce giant Amazon started from Jeff Bezos’s garage. The online marketplace is constantly growing, and demand shows no signs of slowing down, even after the pandemic is over. Pretty much anyone can open an online store, and micro-fulfillment has become the new industry buzzword.

Starting your new online business from your own home is an excellent way to keep costs down. That’s probably the most common reason people choose to use their garages or living rooms as improvised storage spaces. Sure, it might work for a while, but what happens when you get tired of living in a warehouse? You should have a business plan for when you eventually outgrow the confines of your garage. If things go well, your storage needs will increase beyond what your home can offer. Modern startups are becoming increasingly creative, so there is no shortage of solutions available for you to consider.

Going for an actual warehouse

We’ve already mentioned an increased demand, but demand hasn’t grown just for the number of goods delivered. Customers have expectations that are set by your competition, and it’s up to you to keep up. You will need to ship at record speeds and make sure the goods are delivered undamaged. Changing from storing your inventory in your home’s garage to a dedicated warehouse comes with many benefits. Of course, any small business will still need to keep warehousing costs low. But with all the digital tools available, you shouldn’t have a hard time organizing your inventory. This will allow you to ship faster, saving time, money, and your nerves in the process.

Learn to streamline and outsource

Outsourcing to a third party is often referred to as third-party logistics (3PL). It is a common way to streamline and automate the eCommerce warehousing portion of your business. The good news is that outsourcing can unburden you of more than just warehousing. 3PL can handle inventory management and help with order fulfillment. You can even go as far as to automate inventory restocks and get estimates on future orders by tracking demand.

Tracking and transparent shipping are readily available to customers due to the internet being omnipresent. On the other hand, you can have access to real-time inventory status with just a few clicks. Digitalizing will allow you to sync orders from multiple platforms while avoiding mix-ups. It’s up to you to make the most of these tools and integrate them into your business.

Managing your eCommerce warehousing

Regardless of whether you are a one-person business operated from your home or have multiple employees and partner with a 3PL company, you will need to get involved with managing your eCommerce warehousing. You can start by training the staff that does the warehousing, but also getting acquainted with the digital tools yourself. Manage your sales funnel in a way that helps you forecast demand and plan your warehousing and shipping accordingly.

Always have a plan on how your business will scale and how you will need to adapt. Ensure that the 3PL you have chosen can scale with you and handle an increased volume of operations. Another important issue you mustn’t neglect is handling customer satisfaction and possible complaints. Proper warehouse management should include measures to process returns quickly.

Sometimes it feels like the world is changing faster than we can keep track of it. We’ve given you a rundown of all you need to know about eCommerce warehousing in 2021. Digital tools have allowed us to connect worldwide marketplaces in ways that seemed absurd 20 years ago. You can fulfill orders and ship from the comfort of your home to someone who is on a different continent. And both of you can have real-time information on the transaction and status of the shipment. Small businesses have given large companies a run for their money, and it’s now the giants to have to keep up.

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George Brownlee is a freelance writer who mostly covers topics related to how storage and shipping affect both individuals and businesses alike. George comes from a background of working as a manager who specialized in logistics and supply chains. He likes connecting people, places and things and has been collaborating with simplifystorage.com for the last two years.

fleets
Archives, Global Logistics, Global Trade Daily, Trucking

How American Companies Are Reimagining the Way Goods Are Shipped Across the Country

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Companies across virtually every industry are reimagining the ways in which they move goods from their warehouses and distribution centers to local retail and grocery stores throughout the country.  Challenges arise with the increased need to ship items direct to consumers in many cases – a method growing in popularity stemming from online shopping. 

The demand for more dedicated and private fleets is a surging trend, as shippers continuously find it harder to identify and utilize for-hire trucks due to tighter capacity, particularly from an outpouring of online shopping, increased driver shortage challenges, and volatile rates for moving freight (spot rates). 

Private and dedicated fleets are often more beneficial to all parties involved – the driver, transport company, and customer. Drivers typically enjoy slightly higher wages with regular routes and newer, safer trucks; companies benefit from higher customer service marks as well as improved corporate image knowing their trucks are cleaner; and customers enjoy more accurate, on-time delivery rates that translates into higher quality of customer satisfaction.  

Increased Moves Toward Private Fleets 

Traditional for-hire transportation companies have taken notice and are shifting more of their operations over to the dedicated fleet side. Notable transportation brands such as J.B. Hunt and Transport America are increasingly moving more of their operations to dedicated fleets1. 

The COVID-19 pandemic forced this shift for many retailers and their customers. As the economy saw drastic declines in 2020, some industries saw an increase in demand, such as grocery and convenience stores. This prompted many organizations to place a larger emphasis on private fleet operations to better control costs and adapt quicker to these business climate changes.  

For example, Ahold Delhaize USA says it is transitioning six facilities under its three-year initiative to switch to a fully integrated, self-distribution model driven by its own private fleet. With the transition of the six facilities in 2021, about 65% of Ahold Delhaize USA brand center-store volume will be self-distributed. In late 2019, the company unveiled a three-year, $480 million plan2 to expand its supply chain operations and shift to a self-distribution model, which includes e-commerce channels. 

According to the National Private Truck Council’s (NPTC) 2020 Benchmarking Survey Report3:  

“The primary reason companies reported operating a private fleet was to provide exceptional levels of customer service that is unavailable on the open market, especially at a time when transportation and logistics capacity has been relatively constrained. Operating a private fleet provides control over service levels, guarantees availability, and increasingly assures cost-competitive transportation alternatives regardless of market conditions. In this year’s survey, more than 92% of the respondents, in response to the open-ended question, “What is the Primary Reason Your Company Operates a Private Fleet?” answered “customer service.”  

Newer Trucks Drive Better Customer Service 

There is a direct connection between a high level of customer service and a private fleet’s focus on utilizing newer, cleaner, more reliable trucks that protect the environment and offer advanced safety features. 

According to a recent industry report on truck utilization and costs, newer trucks offer significant benefits to a fleet’s bottom line. Fleet operators can realize a first year per-truck savings of $16,856 when upgrading from a 2016 sleeper model-year truck to a 2021 model. For a fleet of 100 trucks, when upgrading to a 2021 model-year fleet savings can reach $1.7 million4. 

Fuel economy represents a significant portion of the savings through truck replacement. Fleets can save $5,084 per truck in fuel in the first year following replacement of a 2016 model-year sleeper, a 15% increase in fuel economy and reduction of CO2 emissions.  

Per a recent analysis, a Global 2000 and Top 100 Private Fleet health-conscious wholesale grocer reduced over 8,500 metrics tons of CO2, as well as helped conserve 848,575 gallons of fuel by upgrading to a newer fleet of trucks. At $2.44 per gallon that equals over $2 million in avoided fuel expense, along with improved Miles Per Gallon4. These savings greatly benefit the bottom line and the fleet’s customer can boast about its attention toward conservation. 

Private Fleets See Stronger Driver Retention Driven by Safety 

While there remains a national shortage of drivers, private fleets typically enjoy a higher level of driver retention because of fewer truck breakdowns and a higher level of attention toward their safety. The NPTC’s latest benchmarking survey illustrated that 64% of its drivers reported that they returned home every night3. 

Safety and confidence in the maintenance of each truck is a leading motive. A recent industry survey showed that 11% of transportation fleets estimate they have saved more than $1 million in crash avoidance by upgrading to newer trucks with advanced safety features. The survey also illustrated that 55% of fleets said escalating maintenance and repair costs (M&R) is a leading motivating factor for upgrading to newer trucks5.  

Each of these factors represents a growing reason why the transportation of goods in America is being reshaped by the structure by which today’s leading transportation fleets operate. Many companies in a variety of industries are retaining their own private or dedicated fleet of trucks, driven by trusted drivers operating newer, cleaner, safer trucks that are more reliable and beneficial to everyone’s bottom line. 

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Katerina Jones is Vice President of Marketing and Business Development at Fleet Advantage, a leading innovator in truck fleet business analytics, equipment financing and lifecycle cost management. For more information visit www.FleetAdvantage.com. 

1: https://www.transportdive.com/news/JB-Hunt-Baird-dedicated-fleet-conversion-trucking/589015/  

2: https://www.supermarketnews.com/retail-financial/ahold-delhaize-usa-readies-six-facilities-self-distribution-2021?mod=djemlogistics_h  

3: National Private Truck Council; 2020 Benchmarking survey Report 

4: https://www.fleetadvantage.com/press-releases/fleet-advantages-newest-truck-lifecycle-data-index-shows-continued-fuel-savings-carbon-reduction-when-replacing-aging-truck-units  

5: https://www.fleetadvantage.com/press-releases/latest-fleet-advantage-industry-benchmark-survey-shows-the-impact-older-trucks-have-on-safety-repair-costs-and-fuel-economy 

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Archives, Global Logistics, Global Trade Daily, Warehousing

Does WMS Help Prevent Stock-Outs in Clothing and Footwear Industry?

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Inventory shortages lead to financial and reputational losses. Around 70% of customers abandon the online store for good after 3 unsuccessful purchase attempts. Retailers must then make sure they are in control of their inventory and that they have the best inventory visibility possible. Browns Shoes Inc. managed to eliminate most inventory problems by implementing the Generix Warehouse Management System.

In the fashion and footwear e-commerce segment, stock-outs are one of the main threats to profitability. International studies speak of billions in annual losses worldwide. Indeed, an inadequate stock, out of sync with customer demand, increases the inventory storage cost and results in unrealized sales. It can prove to be difficult to dispose of those extra items, and a retailer may even need to destroy them. It is estimated that the losses can reach about 10% of the annual revenue for online clothing and footwear stores.

The challenge: Satisfying the evolving needs of the end customer

There is another side to the problem of stock shortage, and that is the consequences it has on the consumer. We are talking about the fashion segment, in which impulse buying has an important role to play. According to a study by Harvard Business School, the lack of stock causes around 9% of buyers to give up the purchase if they do not find what they are looking for right away, 37% will opt for another brand and 21% will search in another online store. When out-of-stock is repeated three times, 70% of customers will not visit the online store again. An out-of-stock situation, therefore, results not only in immediate but also in future losses, as it has a direct impact on the reputation of the company and the brand. Companies like Browns Shoes have customer service standards they want to maintain, and as customer demands change and evolve, the technology used by retailers must evolve too.

How to avoid stock-out problems?

The demand forecasting solution is not always easy to achieve and is undoubtedly one of the great challenges of the logistics world in general. What is essential in this sector is to have an automated Warehouse Management System that is robust and integrated with the rest of the management tools. These systems allow retailers to fix their inventory problems. The Generix WMS facilitates complete and real-time inventory management and optimizes the logistic flows outside and inside the warehouse. It also allows to control the availability of each item and to anticipate possible stock shortages.

Of course, a Warehouse Management Solution is an essential step for an automated warehouse management, but in addition to facilitating operations, the system allows to control the flow of each product in real time, and thus, obtain statistical data that helps understand which products generate the most revenue for the company and adjust supply policies in the long term, improving overall profitability.

The WMS systems are a key element in minimizing the risk of stock shortage, which in the fashion world can be a serious problem that threatens the profitability of the company.

Technology’s constant evolution is there to help business owners adapt and automate their warehouses. Click Here to find out more about the role of automation in the warehouse and its benefits.

How Browns Shoes prevents inventory shortages: A case study

Browns Shoes is a family-owned business that in 2014 decided to invest in a new facility. A warehouse was going to be built and fitted with the most advanced systems for inventory management. The goal for Browns’ Omni-Channel distribution center was to be well equipped to respond to the evolving needs of Browns’ clientele. One of the main advantages in warehouse automation is achieving inventory accuracy. According to an interview with Alexandre Hubert, Browns Shoes’ Supply Chain Director, “In less than 6 months after implementing Solochain, we achieved 99%+ inventory accuracy”. Inventory accuracy helps Browns Shoes maintain its reputation as an efficient and effective footwear retailer and avoid the hidden costs of out-of-stock inventory. Precise data and inventory visibility also guide Browns Shoes in the decision-making process, allowing them to take advantage of all possibilities of improvement.

As omni-channel driven demands become the norm, with resulting customer satisfaction harder to achieve, supply chain professionals need to leverage advanced WMS technology to keep their operations nimble, efficient, and scaling – especially in these volatile times. Given Generix Group’s completeness of vision and ability to execute, as recognized once again by the Gartner analyst community, their Solochain WMS is well positioned to help companies needing a modern, flexible and agile solution that can easily adapt to their changing needs.  More Information about Generix WMS .

This article originally appeared on GenerixGroup.com. Republished with permission.

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Archives, Global Logistics, Global Trade Daily, Trucking, Warehousing

What’s In the Future for the Logistics Industry?

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Without a doubt, technology has significantly turned the world into an online village. With just one click of a button, it is possible to shop for anything online and have it delivered to your doorstep.

While goods still need to be moved the same distance to reach a consumer, the logistics industry can benefit from adopting new-age logistics technology. From late to missed deliveries and even damaged goods on transit, numerous problems in the logistics industry continue to affect the delivery of goods negatively.

With technology, it is possible to streamline the delivery of goods. Technology adaptation in logistics can guarantee faster delivery processes, better handling of goods on transit, and reduced cost of operations for logistics companies.

Challenges facing the logistic industry that can be solved with technology

Planning logistics. Whether local or international, shipping can be time-consuming and comes with an increased risk of damage to goods. Many challenges affect the logistics industries. By analyzing these challenges, it is possible to determine which processes are worth automating.

A shift in customer desires

Every day, the demand for goods and services changes with top companies willing to pay top dollar for these numbers. Shifting customer desires influenced by reliable products recommendations affect the types of products on demand and the number of orders on these goods. Having this information can help companies reduce waste and dead stock. These changes can take place quickly, making it almost impossible to predict change in patterns.

Analytical technology can make it easier for a company to analyze trends and possible changes even before they happen.

Timely deliveries

One of the most significant problems for logistics companies is ensuring they meet customer delivery expectations. Natural factors, as well as management issues, influence how fast goods get to a consumer. Timelines are essential, especially for time-sensitive goods like perishable products. Technology can make it easier to speed up delivery queueing, thus ensuring timely deliveries for all orders based on time of ordering.

Security

While on transit, the safety of goods and products has always been a great source of concern for the logistics industry. However, security issues in warehousing can also have a negative impact on delivery. Loss or damage of goods leads to lost sales or higher refund rates. With adaptations of logistics technology, goods tracking while on transit and in the warehouse can significantly enhance security and reduce revenue loss.

Poor infrastructure

While it is easy for logistics companies to invest in bigger shipping containers, ensuring the goods get to the recipient in good shape is still a tall order, especially in developing nations where suitable infrastructure is not always available.

Future Trends in the Logistics Industry

As the logistics industry continues to grapple with the issues above, the only way to overcome them is by focusing on adapting trends set to shape the industry in the future. Adaptation of technology is the only way to address the issues affecting the industry by automating most of the processes for better service delivery.

Some of the trends expected to take place in the logistics industry include:

Increased Adoption of Transportation Management System (TMS)

While transport management systems are not new in the logistics industry, they are used mainly by big logistics companies because of the high cost of setting up. However, with the wider availability of cloud-based management solutions, TMS and SaaS applications are slowly becoming more common even in small and medium-size logistics companies. This way, they even the playing field so that small companies can compete for a larger market share.

Availability of Autonomous Vehicles and Drones

As technology giants like Apple and Google play with the idea of developing self-driven cars, Amazon hopes to use drones to deliver product orders to their customers. Tens of logistics companies hope to be the first to use technologically advanced delivery systems.

Autonomous vehicle and drone technology will streamline the delivery process while minimizing human contact with products. The use of self-driven vehicles is expected to help in cutting fuel costs while reducing labor costs.

Growth in the adaptation of Internet of Things (IoT)

Smart devices that use IoT are becoming increasingly common in most households, and now this technology can be used in the logistics industry. The Internet of things can make warehouse management and stock management more manageable. With the Internet of Things, it is easier for a company to know when they are running low on stock and the best time to replenish.

IoT can also be used to track goods on transit without necessarily having to be there during the loading process. It also makes it possible to know and when the goods reach the consumer in real-time. This can go a long way in reducing over or under-ordering or manufacturing.

Tracking using E-logging gadgets

While drone technology may change how goods are delivered, not everything can be delivered using a drone. Therefore, there will still be a need for truck delivery vehicles. The use of E-logging gadgets can improve accuracy and shipping time while improving security by logging the delivery routes.

Conclusion

Advancements in technology will undoubtedly change how logistics companies operate while giving room for better competition, even for smaller companies. While it may affect the human component of the business, the improved accuracy, faster delivery and better handling of goods will be an added benefit to the consumer and the industry.

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Archives, Global Logistics, Global Trade Daily

Health Crisis: The 4 Challenges Facing the Supply Chain

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The health crisis is putting the logistics chain to the test in particular. Reduced visibility, need for flexibility or even international disruptions… The challenges facing logisticians for this new year are numerous and it will be necessary to be particularly vigilant to meet them properly. Here are our ideas for making 2021 the necessary rebound year.

1 / A lack of visibility that needs to be filled

Since the start of the health crisis, the entire supply chain has faced a lack of visibility. Many activities are slowed down or even stopped, directly or indirectly impacting all players: from the manufacturer to the customer, including distributors. Companies also have to face a regulatory environment that is both blurry and shifting. Result? It is almost impossible to plan medium to long-term actions, especially when it comes to international trade. A situation that is all the more complex as the measurements fluctuate over time and across countries. At present, it is therefore difficult to predict which suppliers or customers will be able to continue their activity and, therefore, to prepare for them.

The first challenge for the actors of logistics management is therefore good to gain visibility on their activity, and not only in the short term. To do this, several avenues are possible:

-strengthen communication, transparency, and collaborative work with the various players in the supply chain;

-work in synergy with companies in the sector in order to have more weight vis-à-vis public authorities and regulatory decisions adopted

-acquire new tools to better anticipate risky situations (reporting, automated alerts, predictive software, etc.).

2 / A need for elasticity and greater flexibility

The current crisis has highlighted one of the main pitfalls of the supply chain: its lack of flexibility and adaptability. For companies unable to quickly adapt their activity to the reality of the situation, the consequences have been serious and varied: stock shortage or increase, shortage of raw materials, volume of labor unsuited to the volume of activity, inability to fulfill orders, longer delivery times, etc. These logistical difficulties have not been without consequences on the financial health of companies. Many have had to deal with a decrease in their cash flow, order cancellations, but also an increase in the cost of storage and transport.

Faced with these constraints, companies have a duty to improve the elasticity of their supply chain. Although the challenge is great, it can be met step by step.

-Adapt the activity: reduction in the number of suppliers (or even single sourcing), reduction of the workforce, limitation of empty transport, local procurement, creation of new services (click and collect, express delivery, etc.) … So many possible avenues for the activity to better respond to current constraints and challenges;

-Develop logistics practices: the supply chain must also become more flexible and, to do this, several avenues can be investigated. Just-in-time work with a view to limiting working capital requirements, cross-docking to reduce stock, cycle counting to facilitate inventories or even optimization of stock management:

-digitization of counting;

-Stock in real-time;

-centralization of data;

-collaborative systems, such as the VMI (Vendor Managed Inventory);

As Isabelle Badoc, Product Marketing Manager for Generix Group’s Supply Chain Execution solutions, points out, some companies have thus chosen to “set up an order preparation organization that is adapted to the flow of ‘greater finesse (more orders with fewer items per line) driven by transport plans ‘;

-Speed ​​up decision-making: as the situation changes rapidly, supply chain players must also be able to act much faster than in the past. The challenge? Adapt all facets of the activity to immediate reality, whether in terms of cash flow, labor or even investments, for example.

3 / A delay in digitization to catch up

The health crisis has considerably accelerated the digitization of practices. With the closure of physical points of sale, restrictions on travel, and fear of interactions, many end customers are turning more to e-commerce. The same goes for B2B buyers, who had already started adopting digital purchasing behavior for a few years. The urgency of digitization is moreover all the more significant as several digital B2B distribution platforms are developing exponentially, like Amazon Business and Alibaba, thus unbalancing the balance of power with distributors ” traditional.”

+ 15% This is the annual growth of B2B e-commerce in France over the past 3 years 1.

Faced with these new behaviors, the players in the supply chain have no other choice but to go digital on a forced march. To achieve this, several projects must also be prioritized.

Develop digital opportunities: in addition to the creation of digital media to meet the expectations of B2B and B2C customers (e-commerce platform, mobile application, etc.), it is also necessary to offer new services, which have become essential at the time of the health crisis (click and collect, knowledge of product availability in real-time, live delivery monitoring, etc.);

Provide “live” management: these different services are only possible if the company is able to manage its stocks and its activity in real-time. This requires in particular the centralization of all information (goods receipts, exits, orders, delivery, etc.) within a dedicated software, directly interfaced with business software, such as aWMS (Warehouse management system) or one TMS (Transport Management System).

-To reinforce customer support: adopting digital practices also requires rethinking its customer relationship. It is indeed necessary to transform the services in contact with customers (sales, after-sales service, etc.) in order to adapt their operation to the current situation while responding to the uncertainties arising from the health crisis. More than ever, the need for education and support must be obvious.

4 / A relocation requirement in Europe

The health crisis has finally shown the limits of ultra-globalization. In fact, current constraints have considerably complicated the exchange of international flows, whether in terms of regulation, supply or transport. It must be said that the health risk is all the greater with long-distance exchanges, the latter involving more players throughout the distribution chain. A situation far from trivial since the logistical risks are stronger than ever: shortage of products, inability to renegotiate contracts, dependence on suppliers, closure of borders, etc. The cost of transport for flows that have shifted to e-commerce has also increased. As Isabelle Badoc reminds us, “ shipments are generally made through couriers or expressions. Reduced to the article, the cost is, therefore, higher than in the case of a full truck charter ”.

To overcome these various constraints, the relocation of the supply chain, in France or at least in Europe, is therefore affirmed as a necessity. Although the site is colossal, different levers can be activated to move towards this ideal:

-determine the positions that can be relocated to France or Europe (suppliers, after-sales service, etc.);

-rely on sector synergies in order to limit the financial impact of relocation;

-request the support of the State in order to be accompanied in the relocation of the distribution chain.

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1 2020 e-commerce key figures – e-commerce and distance selling federation – 2020

This article originally appeared on GenerixGroup.com. Republished with permission.

port of beaumont
Archives, Global Logistics, Global Trade Daily, Ocean Ports

PORT OF BEAUMONT ACHIEVED ANOTHER RECORD YEAR DESPITE THE GLOBAL YOU-KNOW-WHAT. HERE’S HOW.

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What does it take for a port to remain competitive and progressive, regardless of the market disruptions at hand? Port of Beaumont Director of Trade Development Ernest Bezdek shares the answer to that question and more secrets to the Texas facility’s success in an exclusive interview with Global Trade Magazine.

Known for leading cargo handling for the petrochemical industry, the Port of Beaumont reported robust numbers in 2019-2020 and continues to soar during a historical year of disruptions. According to the latest reports, the port’s liquid bulk terminal handled 4.2 million tons of crude and refined products, and the dry bulk terminal moved more than 2 million tons of aggregate in ’19-’20. 

“While aggregate isn’t directly tied to the petrochemical industry, the majority of the product coming through the Port of Beaumont is used for industrial expansions along the Sabine-Neches Waterway,” Bezdek explains. “The port’s Orange County Liquid Bulk facility, which began handling crude and refined products in 2012, has realized a 5,000 percent increase in cargo volume since the first year of operation.”

The Orange County Liquid Bulk facility is a public-private partnership between the Port of Beaumont and Jefferson Energy Companies, he adds. 

“The liquid bulk facility was responsible for the first shipment of refined products to Mexico upon deregulation in 2017 and continues to ship crude and refined products to international markets, playing a significant role in sustaining the Sabine-Neches Waterway’s spot as one of the top three crude refining complexes in the United States,” Bezdek says.

Another significant statistic the port boasts about is maintaining the position as the fourth largest in tonnage. This title, the port’s record success and forward-thinking approach to operations contribute to all levels of development growth, from local, state and federal initiatives. 

“Locally, the port approves tax abatements for companies looking to open or expand along the waterway,” Bezdek says. “On the state level, the port serves on the board for the Port Authority Advisory Committee and works with state legislators to ensure Texas ports are always top-of-mind. And federally, we work with congressional leaders and industry trade organizations to ensure legislation . . . supports the needs of the maritime industry well into the future.”

One example of such legislation he cites is the Water Resources Development Act (WRDA) of 2020.

“Additionally, the port supports and encourages private investment,” Bezdek adds, “and it has leveraged public dollars five to one with the public-private-partnerships currently in place.”

ANOTHER LAYER OF FOCUS

Sustainability and infrastructure also top the port’s list for legislative initiatives. Outdated facilities and limited capacities have no place in the modern maritime arena if you want to remain competitive and continue record-setting trends. The Port of Beaumont takes sustainable resiliency seriously, eliminating chances of limiting future growth opportunities. Among the initiatives put in place to ensure the latest and greatest infrastructure is in place, Bezdek highlights the following:

Composite Fenders: “The port replaced deteriorating timber fenders with new eco-friendly composite fenders on our most heavily used dock. Products like Axion’s Struxure boards are estimated to have five times the service life of hardwood, which offers better performance while reducing our maintenance costs.”

Buford Rail Interchange Track: “We are in the process of constructing a second rail interchange track. The additional rail interchange track on our property will allow a higher percentage of outbound surface cargo to be loaded on rail cars as opposed to trucks. Currently, approximately 15 percent of forest cargo and 15 percent of project cargo leaves the Port of Beaumont by truck. It was determined that this percentage could be reduced, resulting in significant benefits in safety, highway maintenance costs, decongestion and environmental impacts if an additional rail line was constructed.”  

Main Street Terminal 1: “We will be constructing a general cargo dock to replace docks 2, 3 and 4, which are no longer in use. It is assumed that without the reconstruction of the wharves, 15 percent of the increased project tonnage would come to the Beaumont area by truck. Reconstruction of the wharves will result in reduced congestion on all major highways between Corpus Christi and Houston and Beaumont, but especially on the I-10 corridor between Houston and Beaumont. The new dock will be supported by concrete piles to provide a c foundation with prolonged design life and resiliency. The final concrete topping slab will use synthetic concrete reinforcing fibers as opposed to traditional welded steel wire mesh, which will also provide a corrosion-proof wearing surface with prolonged design life and resiliency.”

BRINGING IT ALL TOGETHER

Unlike other logistics-focused industries impacted by the pandemic, the Port of Beaumont successfully navigated disruptions without much of a slowdown and without compromising the continued development of its employees. Bezdek explained that a developed, educated workforce, carefully executed social distancing measures and a strong mix of diversified cargo have ultimately paved the way to success throughout 2020. 

“The port focuses on diversification to minimize disruption and we took an early and aggressive stance on COVID-19 by maintaining strict protocols, social distancing and screening measures since early March [2020],” he says. “We have 45 employees with more than 500 years of combined experience working at the Port of Beaumont as well as thousands of contractors and partners working at port facilities regularly. The key to breaking records is exceptional teamwork and clearly communicating goals and expectations of the organization, while focusing on employee growth. The more we invest in our employees, the more records we see broken. Of our 45 employees, 40 have participated in some type of training or continuing education in the past 30 days.

“The port’s competitive advantage is much more closely tied to infrastructure and proximity to key assets, such as I-10, three Class I rail carriers and an extensive pipeline network. The newest technology used at the Port of Beaumont that has created the greatest benefit is ArcGIS, a mapping and analytics software that has many uses in a port setting, including asset management, space allocation, utility management, property and lease management, environmental management, emergency response and management, and it also has functions useful for marketing, among other things.

While the pandemic has caused economic decline in many areas industry-wide, the Port of Beaumont’s cargo volumes remained strong with a 7.6 percent increase, year-over-year, when Bezdek was interviewed.  

“The pandemic has not had a significant impact on the Port of Beaumont, but we understand this could result in a slow-down in the future,” he concludes. “We remain optimistic that project and breakbulk cargos will bounce back as economic recovery efforts continue.”

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Archives, Global Logistics, Global Trade Daily, Trucking

Emerging Transportation Innovations to Watch out for in 2021

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As technology continues to develop, new trends emerge. While driving AI is still not advanced enough to give us fully automated vehicles, there are other trends that stand to change the transportation industry as we know it. So, to get a better understanding of where the industry is now, let’s take a look at some of the more notable trends. Here are emerging transportation innovations to watch out for in 2021.

Emerging transportation innovations

While the pandemic has impacted the transportation industry in general, the development of new technologies hasn’t slowed down at all. People have recognized that the setbacks were temporary. Some areas of transport, like medical equipment shipping, even grew due to increased needs. So, it is fair to assume that the transportation industry as a whole will continue to develop. Seeing how there are numerous innovations in electronic vehicles, eco-friendly fuels, logistic systems, and automation still in development, we cannot cover all of them. To keep a certain sense of scale, we will focus primarily on the innovations on the rise in 2021.

V2X communication

One of vehicle technology goals is that all vehicles have constant, seamless data change with their HQ. Ideally, this will include not only things like location and speed but also vehicle state, health, and fuel. While we have not yet achieved such a high level of communication, we have made significant steps toward its development.

One of those steps is the FCC ruling in November 2020 regarding V2X (vehicle-to-everything communication). To put it simply, it requires the 5.9 gigahertz band to allocate 75 megahertz for cellular V2X communication and Wi-Fi. Initially, the FCC used this band exclusively for DSRC (dedicated short-range communication) since 1999. Cellular V2X (C-V2X) is just like V2X. The only difference is that it contains two transition modes. Vehicles use the first one to communicate with other vehicles, as well as pedestrians and infrastructures. The second one enables them to connect to the cloud network. This allows drivers to get information about available parking, potential traffic issues, etc. If you want to research it more, know that the development of the 5G internet is closely connected to C-V2X.

Federal transport funding

While the private sector knows that the effects of COVID-19 are temporary, the federal government doesn’t hold such views. Due to lack of travel in 2020 and 2021, the government has decreased funding to the transportation industry. How big of an impact this will have on the overall trading industry is hard to say. After all, commercial transport is still in high demand. Still, it is hard not to notice the substantial cut to funding.

Touchless activation

Once the COVID-19 pandemic started, one of the first things we’ve learned is that the virus can spread through physical contact. Apart from people disinfecting their hands and avoiding touching, this has also motivated the transportation industry to find as many touchless alternatives as possible. As a result, we have iDetect activation, where people can wave their hand in front of a sensor instead of pressing a button.

Furthermore, FLIR and TAPCO have partnered up to provide FLIR thermal activators for all pedestrian crosswalk systems. As the name suggests, this system uses thermal activation instead of physical contact to activate crosswalk signaling. Finally, we also have infrared bollards to help those that cannot reach the alert systems with such ease. These bollards automatically scan for vulnerable road users and set the necessary systems in motion.

License plate recognition

The final notable advancement in transportation (more specifically vehicle) technology is license plate recognition. Law enforcement especially has made great use of emerging license plate technologies in 2021. AI systems can load and check a license plate within seconds. This makes checking up on suspicious vehicles, both during the drive and while stopped, much safer, faster, and efficient. Even parking fines have become automated in certain countries as police vehicles simply drive through the city and gather info via video. Once these technologies become more available, we are sure that the logistics companies will find a good use for them. But, for now, they are more than useful for law enforcement.

What the future holds for transportation

While the emerging transportation innovations show much promise, they are only a glimpse of what’s to come. Before long, we won’t be surprised that there are individual vehicles and entire fleets of fully automated transports. We will probably first see these automated vehicles in trains and ships, as there are fewer variables to keep track of there. But, as the self-driving AI progresses, we are bound to see self-driving trucks, cars, and planes. Keep in mind that it’s in AI’s nature to develop exponentially. So, once it starts advancing, it is only going to speed up over time. Therefore, if we get rudimental self-driving AI within ten years, fully automated vehicles two years after that shouldn’t be surprising.

Logistics

Another trend to keep close track of is the development of logistics. More and more, logistics is becoming automated. After all, gathering and processing all necessary info for logistics far surpasses the capabilities of any human. While logistics managers simply use these systems to plan their routes, we won’t be surprised if logistics systems become better at planning. Remember, most logistics decisions are based on prior learning and predictions. So, the better a model we can create for logistics, the sooner the AI can start learning. And once it does, keep in mind the exponential development.

Fuel alternatives

When talking about emerging transportation innovations, it’s important to mention innovations in fuel and energy. While electric vehicles seemed impossible just a decade ago, Elon Musk proved everyone wrong with his Tesla company. While there are no huge updates in the industry, it is essential to note that it is growing. Eco-friendliness is, as it should be, a major concern for developed countries. With luck, we should see a general decrease in fossil fuels and an increase in greener options.

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Jacob Sherman has worked in the transport industry for over 20 years, mainly helping moving companies like Zippy Shell Louisiana with logistics and planning. Now, he uses his experience to write insightful articles about the transportation industry. In his spare time, he enjoys cooking for his family and going on long hikes.

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Archives, Global Logistics, Global Trade Daily, Trucking

What You Need to Know Before Starting a Transport and Logistics Business

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It’s easy to break into the transport and logistics industry; the real challenge is maintaining a profitable business venture in a competitive environment. Aspiring business owners need to create a solid business plan, financing, and recruitment strategies before opening their doors to the public.

Whether you run a one-person business or operate 150 trucks, always be prepared for stiff competition. With that said, here’s what you need to know before starting a transport and logistics business:

Choose a Transport Niche

Choosing your niche means identifying your target audience and the service(s) you offer. Here are some of the categories of transport businesses you can choose from:

Personal transport. Companies that cater to individuals or small groups, like taxi companies or limousine rentals.

Local transport. Consumer goods, materials, livestock, and more fall under this category.

International transport. This refers to the transport of all categories but at a global scale. Companies that pick international transport usually offer air-based delivery or sea shipping.

Choose one niche and learn all you need to know about it. Suppose you’re not sure which niche to choose, research the supply and demand in your area. Identify a relevant problem or a need and formulate a solution. If you address a pressing issue, you’ll have a steady client base even before you open your business.

Consider the Expenses

Understanding your business’ finances increases your chances of success. For instance, you need to figure out how to fund your company. Are you planning to bootstrap? Apply for an unsecured business loan? Or ask for financial assistance from angel investors?

The Small Business Administration is a great resource for both small business owners and aspiring entrepreneurs. Before you apply for a loan, be sure to create a comprehensive business plan because many lenders ask to review your plan before approving your loan application.

You also need to consider the expenses associated with running a transport and logistics business, including fuel prices, maintenance costs, license and toll fees, insurance, and hiring and training fees. You might also want to invest in an enclosed parking space when your vehicles are off the road, as well as safety features like CCTV monitoring, alarms, dashcams, etc.

Charge the Appropriate Rate

The rate you charge determines the profit you’re going to make. It should be high enough to cover your expenses and make a profit. If you set your rate too high without a basis, you can lose potential customers to your competitors. This is why it’s important to understand your finances, calculate your expenses and conduct market research.

It’s also important to note that other companies provide the same services, not to mention competing with brokers with appealing offers. If you want to increase your price, be sure to offer added value that your customers will love, like expedited shipping or a tracking app.

Here are some of the factors you need to consider when determining the right rate:

-Type of goods transported

-Type of transportation

-Weight of the goods

-Shipping method used

-Distances and time

-Shipping routes

-Insurance

-Added value

Use Automated Tools

Thanks to today’s technological advancements, you don’t have to run your transport and logistics business manually. Every business owner knows how important it is to constantly improve transport management to stand out from the competition.

One of the ways to do so is to use a reliable internal knowledge base and transport management software. Good software allows business owners to keep all data related to transport operations in one area. It could also track shipment scheduling, including the cargo, driver, and fuel usage. This information allows business owners to save time, money, and effort.

Set a Budget

The costs of running a transport and logistics business depend on the niche you choose. For example, running a taxi company with three vehicles is cheaper than a large logistics fleet with 15 delivery vans. But regardless of the size of your company, you can plan for these expenses.

It’s important to set budget, goals and benchmarks, but here are some of the things you need to consider:

-The amount of revenue you need to maintain operations

-The amount of money you want to invest in advertising and marketing

-How much you spend on manpower, supplies, and equipment

-The amount of debt your business has in expenses and loans

What’s Next?

Running a transport and logistics business can definitely be profitable. Follow the tips mentioned above so you can enjoy a successful company amid stiff competition.

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Archives, Global Logistics, Global Trade Daily

Customer Service Tips Every Boutique Retailer Should Try

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Supplied makes it easier for small boutique owners around the world to access high-quality, affordable wholesale boutique items, whether to stock their physical store or IG shop.

Do you remember the last time you had a truly fantastic customer service experience?

Maybe a cashier complimented your earrings, or maybe the person at the drive-thru unexpectedly threw an extra taco in for free. Or maybe you were just really vibin’ with the enthusiasm you could hear at the other end of the customer support line. Whatever it was, chances are it made you more excited to return and support that company with your business in the future.

Now… think back to the last time you had an awful customer service experience.

Was someone being unnecessarily difficult while you were trying to return a sweater you’d bought a week ago? Or did someone leave you on hold for hours and hours? Or maybe someone just would NOT honor your coupon, even though you received it in an email yesterday?

Whatever that bad experience was… I’d be willing to bet it made you a whole lot less likely to go back anytime soon.

As Vince Lombardi famously said, “It takes months to find a customer and seconds to lose one.” One poor customer service experience could cause you to lose all of a valuable customer’s future business.

Offering better customer service skills often doesn’t cost a dime, but it can make a world of a difference for your profits. Studies show that acquiring a new customer can cost five times as much as retaining an existing customer. Plus, the success rate of marketing to a customer you already have is 60-70%, while it’s only 5-20% when marketing to a new customer.

If you haven’t been making great customer service a major priority in your boutique lately, now is the time to change that.

Read on to learn 25 powerful (but easy!) customer service tips every retailer should try implementing in their business.

(If you’ve hired someone else as the main customer service rep for your boutique business, send this article along to them as a reminder!)

Top 25 Customer Service Tips

Focus on the customer in front of you

As a boutique owner, you’ve constantly got about a zillion and one things that need your time and attention. But when it’s a customer you’re dealing with, zero in on them and their needs. Nobody likes feeling unimportant – make sure you give them your undivided attention while they’re talking to you, whether it’s over the phone, in person, or in your site’s live chat.

Be empathetic

Chances are, you’ve been in the exact same situation your customer’s in right now – whether they’re trying to figure out what size shoe to purchase or they’re trying to initiate a return for something that didn’t turn out the way they’d hoped. Do your best to see the situation from their perspective. You’ll be able to provide a better customer experience if you’re in touch with their needs and emotions.

Make an extra effort

Work tirelessly to solve your customer’s problems. If a customer wants a certain size that’s out of stock, double-check your inventory, let them know when they can expect that item to come back, offer them alternatives, or give them a discount code for their trouble. Your customers will appreciate you going the extra mile for them.

Improve systems

Customer service isn’t just about making your customer feel valued while you’re speaking to them – it’s also about providing a great all-around customer experience. Do a quick audit of your website and make sure it’s user-friendly. Is it easy to check out? Browse new arrivals? Search for specific items? Purchase using the payment method they prefer? If not, set aside some time to make some adjustments.

Identify their needs

There might be all sorts of things you could be doing to provide a better customer experience that you don’t even realize yet. Put together a short survey to send out to your customers about the checkout process and their past customer service experiences. It’ll show you what’s going well and what you could improve.

Use their name

Simple, but effective. Whenever a customer reaches out to you, take note of their name and use it. It’ll give your communications a more personal touch. (Don’t forget to introduce yourself by name, too!) Bonus points if you remember other personal details about them for next time.

Smile

Yes, even if you’re not talking to the customer in person! Make an effort to be friendly and positive, even if you’re just sitting at your desk at home – you can totally hear a smile through the phone, and it makes a difference.

Be generous

If you could spend $5 to secure a customer who’s loyal to you for life… would you do it? Sometimes, that’s all it takes. When a customer reaches out to you, your priority is to make them happy – offering free shipping or accepting a late return can do just the trick. And that’s not just common sense – research shows that accepting someone’s generosity makes you feel indebted to them, which can translate to return business.

Don’t say “I don’t know”

Sure, you’re not gonna immediately have the answers to every single one of your customers’ questions… but it’s kinda your job to know. So when you tell a customer “I don’t know,” what they hear is “I don’t care.” Not exactly the message you’d like to get across when you’re on the phone with a customer! Practice saying “Let me check on that for you” instead.

Celebrate birthdays

Acknowledging your customer’s birthdays is a surefire way to make them feel valued and appreciated. Ask your customers for your birthday as they sign up for your mailing list, then send them an email with a promo code for a free gift or a discount right before their special day.

Be clear about your policies

Your customers aren’t mind-readers – if you don’t let them know, they have no idea about how long shipping should take, where you ship to, or under what circumstances you accept returns. Be sure your shipping and returns policies are clearly stated on your website to avoid confusion. It’ll answer some questions before they’re ever even asked!

Honor your promises

Your customers need to know that they can trust your boutique to deliver the value it promises. Stick to the shipping and return policies you have listed on your website (unless you choose to go above and beyond them, of course!) Honor coupons and discount codes for as long as you said you would. Post any giveaway winners publicly in your stories. Trust is key!

Acknowledge frequent customers…

Let your return customers know how much you appreciate them! Whether you throw a quick handwritten thank-you note into their next order or you offer a discount code that’s good for their next purchase, it’ll definitely make them want to keep coming back.

But make sure new customers feel the love, too!

It’s a big leap to order from a company you’ve never purchased anything from before – make sure new customers feel super welcome. Acknowledge new customers by offering free shipping on their first order, sending a promo code when they sign up for your mailing list, or even sending a quick thank-you email for taking a chance on your shop.

Be transparent

Running a business is tough, and sometimes extenuating circumstances make it even tougher. Be open with your customers about the hurdles you’re currently going through, especially if it will affect shipping times or restock dates.

Sincerely apologize

We all make mistakes – especially when we’re doing huge, crazy difficult things like running a business. If you’ve made a mistake on a customer’s order, own your error, sincerely apologize, and do whatever it takes to make things right. It’s much more professional than shrugging off responsibility or blaming someone else. (Bonus points if you reach out and own up to it before the customer even notices!)

Make it easy to get in touch

Have you ever sent an email to a company’s customer service team… and then never heard anything back? Yeah, that’s the worst. Don’t be that company. Let your customers know the best way to reach you, whether it’s through Instagram DMs, email, or over the phone. If you want to go the extra mile, include a live chat feature on your website that’s available 24/7. (Also, word of advice: if you have a contact form on your website, make sure to check it every so often!)

Offer self-help customer service

If your customers can find their own answers to their questions, it makes their lives easier AND your life easier. Include a comprehensive FAQ page on your website that answers common questions about shipping, sales, returns, and more. For more complicated questions, you might want to write up an entire blog post to give your customers more information. Just be sure your customers still know that they can reach out to you with any questions they can’t find the answers to.

Plan for the holidays

Here’s a hot tip: over the holidays, things get BUSY. Even if you usually don’t have very many people blowing up your inbox about shipping questions, there’s a very good chance you will during the holidays. Make sure you’re prepared with multiple customer service reps helping respond to questions (if need be) and detailed holiday shipping info displayed on your website and social media pages.

Respond quickly

Make it a goal to respond to all customer emails within 48 hours whenever possible. No matter how busy you are, customers want to feel like their concerns and questions are a top priority. As for Instagram DMs, Facebook messages, and comments, try and get in a habit of responding to those right when you see them. (Your customers will like that and so will the algorithm!)

Hire the right people

If you’ve only recently opened your boutique business, you might be the only person your customers ever interact with. But as you grow and add more people to your team, make sure they’re people who are kind, friendly, and pleasant to interact with. Nobody’s perfect, but a positive attitude can make all the difference.

Be polite

Pretend you’re at the dinner table with your strict aunt – say lots of pleases and thank yous. Not only is it common courtesy, but it’s also good business. It’ll also help you still sound friendly and polite even when you’re communicating via messenger or text.

Set clear expectations

Sorry, but you’re not superwoman. When your customers approach you asking when they can buy an item you aren’t planning on restocking, or when they ask if you can make sure the package they just ordered gets to them by tomorrow, sometimes you just can’t give them the answer they were hoping for. Be realistic in your responses and don’t make promises you can’t keep. Setting clear expectations is also helpful in responding to emails – sending an automated email letting a customer know when they can expect a response is also helpful, even if they were initially hoping for a reply right away.

Be human

There isn’t a robot at the other end of all of those incoming customer emails – it’s bright, bubbly, sparkly you! Don’t be afraid to infuse your communications with your genuine personality. Strike up a conversation with a customer on the phone, ask about their day, say “top of the morning to ya” instead of “hello” when you feel like it. It’ll help forge a relationship with your customers!

Offer suggestions

Have you ever asked a waiter what you should order, only for them to respond, “I love everything on the menu equally!” Yeah, that’s not helpful – don’t be like that guy. When your customers ask for your opinion, politely give it. You’re the real expert on the products you carry – use your insider knowledge to guide your customers to the right decision for them.

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Joseph Heller is a small businesses expert and CEO of SuppliedShop.com