Creating Strong Customer Experience

The customer experience is an important factor in any business, and it is especially important for businesses that ship products. A good shipping experience can help to build customer loyalty and encourage repeat business.

How to build a strong customer experience for your shipping operations

Choose the right shipping carrier

When choosing a shipping carrier, it is important to consider factors such as reliability, customer service, and cost. Some carriers that are known for their good customer service include UPS, FedEx, and USPS.

Offer clear and concise shipping information

Customers should know exactly what to expect when they ship with your business. This includes information about shipping costs, delivery times, and return policies. It is important to make this information easy to find on your website or in your shipping policy.

Provide tracking information

Customers want to know where their orders are. Offering tracking information is a great way to keep them informed and build trust. You can provide tracking information through your website, email, or text message.

Respond to customer inquiries promptly

If a customer has a question about their order or about the shipping process, be sure to respond promptly. A quick and helpful response can go a long way in building customer satisfaction. You can use live chat, email, or phone support to answer customer questions.

Offer excellent customer service

If something goes wrong with a customer's order, be sure to handle the situation promptly and professionally. Apologize for the inconvenience and offer a solution that satisfies the customer. This could include offering a refund, a replacement, or a discount.

Personalize the shipping experience

This could include using the customer's name throughout the shipping process, or offering them a choice of shipping options. For example, Amazon allows customers to choose between standard shipping, two-day shipping, and one-day shipping. This gives customers the flexibility to choose the option that best meets their needs.

Make it easy for customers to track their orders

This could include providing them with a tracking number, or sending them email updates about their order's progress. For example, UPS allows customers to track their packages through their website or through the UPS Mobile App.

Offer clear and concise return policies

This will help to avoid any confusion or frustration if a customer needs to return an item. For example, Zappos has a generous return policy that allows customers to return items for any reason within 365 days of purchase.

Go the extra mile

This could include offering free shipping, or sending the customer a handwritten thank-you note. For example, Stitch Fix sends customers a handwritten thank-you note with their order. This small gesture shows that Stitch Fix appreciates their customers and their business.


  • Zappos is one of the best examples of a company that has mastered the art of creating a strong customer experience during the shipping process. Although Zappos specializes in shoe retail, their shipping process is an integral part of their business strategy. They offer free shipping on all orders, and they have a generous return policy that allows customers to return items for any reason within a year of purchase. In addition, Zappos ensures transparency in the shipping process by communicating shipping costs, delivery times, and return policies through their website.

Zappos also prioritizes customer support during the shipping process. They offer customers multiple ways to contact them, including phone, email, and chat support. One of Zappos' most impressive customer service features is their 24/7 phone support, which allows customers to speak with a representative at any hour of the day or night. This dedicated customer support ensures that customers are always getting the help they need during the shipping process.

  • Amazon is another company that has built a strong reputation of excellent customer service through their shipping process. They have built their brand around offering fast, reliable delivery options for customers. Amazon Prime has revolutionized the shipping industry by offering customers unlimited free two-day shipping on eligible items. This fast-shipping option has become a major selling point for Amazon, encouraging more people to become Prime members.

To keep customers informed during the shipping process, Amazon offers multiple ways to track deliveries, including their website, email updates, and their mobile app. Like Zappos, Amazon has also prioritized customer support. They offer several different ways for customers to contact them including phone, email, and chat support. Customers can get help with their orders at any time, ensuring their experience remains positive throughout the shipping process.

  • Apple is another company that has built a strong reputation around their shipping operations. They use UPS to ship their products and offer a variety of shipping options. They also prioritize customer support by offering multiple ways for customers to ask questions or get assistance with their orders. Through their website and mobile app, customers can easily access order information and track their shipments.

In conclusion, building a strong customer experience during the shipping process is vital for any business. By offering transparency, providing tracking information, prioritizing customer service, and going the extra mile, companies like Zappos, Amazon, and Apple have proven that the shipping process can be a key driver of customer satisfaction and repeat business. Businesses that prioritize the customer experience during shipping will be more likely to build loyal customers and encourage repeat business.

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