{"id":1344,"date":"2022-08-04T19:47:00","date_gmt":"2023-06-06T19:47:49","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=1344"},"modified":"2023-06-15T03:25:25","modified_gmt":"2023-06-15T03:25:25","slug":"deliver-winning-customer-experience","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/deliver-winning-customer-experience\/","title":{"rendered":"How Kerry Express Delivers a Winning Customer Experience"},"content":{"rendered":"\n

The last two years have seen a major digital shift in the way customers engage with brands. According to the latest State of the Connected Customer<\/a> report, today\u2019s customers are more active on digital channels than in 2020. Even as they return to in-person experiences, this digital-first customer behaviour is likely to continue. <\/p>\n\n\n\n

However, while 85% of customers expect a consistent experience across channels and departments, 43% of customers still prefer non-digital channels when engaging with a brand. This makes it critical to provide customers a satisfying online and offline experience. <\/p>\n\n\n\n

As businesses strive to meet evolving customer expectations, building trust is proving more crucial than ever. So, how can brands build and maintain trust? How can they create seamless, connected experiences<\/a> that build long-term customer relationships?<\/p>\n\n\n\n

Reimagine the customer journey <\/span> <\/h2>\n\n\n\n

The challenges and disruptions we face in recent years have significantly changed the needs and preferences of customers. Businesses need to gain a deep understanding of these changes to be able to craft a connected customer experience.<\/p>\n\n\n\n

\u201cThe pandemic pushed customers to buy more items online that they would have previously bought offline,\u201d said Dave Liu, Director, Business Operations, Kerry Express<\/a>, a leading delivery service in Thailand. \u201cFrom bulky items and mobile devices to cold chain products, including seafood, were increasingly ordered online.\u201d<\/p>\n\n\n\n

Dave also observed an increase in home deliveries compared to office deliveries while people worked remotely during the pandemic. There was also a rise in orders from locations outside the main cities. \u201cEven now, with the easing of social restrictions, we don\u2019t see these shifts in online customer behaviour really dropping,\u201d said Dave. <\/p>\n\n\n\n

To meet these changes in customer expectations and shifts in demand, businesses need to redesign their customer journey<\/a>. By focusing on what matters to customers, brands can understand their motivations and behaviours across channels. <\/p>\n\n\n\n

Kerry Express went about doing this by putting the customer at the centre of their journey mapping.<\/a><\/p>\n\n\n

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\u201c<\/span>We tried to understand the customer journey first and then used technology to build the right data architecture around the customer. This helped us build the right online tools and offline customer touch points. This allowed us to keep fine-tuning the journey and making it more efficient.\u201d<\/p>\n<\/blockquote>\n\n