Celebrity hairstylist Addy Lee (pictured center), co-founder of Singapore’s online marketplace Mdada, has apologized to customers for the backlog of late orders in a Facebook Live. Actress Michelle Shea (pictured right) and host Pornsak (pictured left) are also co-founders of the company.
In the live broadcast taken from Europe, he explained to me that Madada had encountered logistical problems due to the epidemic, which resulted in delays in the goods; According to the new newspaper. He added that the company had never made a profit from the trip to Europe as it failed to account for administrative fees and GST, which amounted to 12% for some customers. Mada later said that all food items that can no longer be consumed will be taken back, while customers will receive a weekly update on the delivery status of their orders.
Then came the apology Shin Min Daily News (SMDN) View details of the experiences of customers who waited two months for their orders. He also assured me during the live broadcast that Madada has a delivery schedule of 40 working days. According to The New Paper, Pornsak, who was also present at the live broadcast, said the team is now fully focused on shipping orders.
Madada was launched in September 2020 with great fanfare. According to CNBC, the company has since garnered more than five million views of the live broadcast, with more than 28,000 followers. The company has also grown to nearly 30 employees. CNBC reported that Madada’s unaudited revenue for the fiscal year ending September 30, 2021 was approximately S$15 million.
According to Salil Shari, Senior Vice President of Marketing and Customer Experience (AMEA) at FedEx Express, while many companies are eager to make the leap to e-commerce, creating a seamless, friction-free e-commerce experience is a complex task. About 75% of consumers are concerned about out of stock and shipping delays, and many small and medium businesses also face the daunting task of reaching potential customers and providing a timely, convenient and smooth service experience.
While nearly 150 million people have shopped online for the first time during the pandemic, one aspect that often gets overlooked is that the customer experience doesn’t stop after an online purchase. “Consumers expect shopping to be convenient, easy and enjoyable from start to finish, including how their products are delivered. Any obstacle in the customer journey can derail the experience in an instant,” Shari said.
In a previous conversation with interactive marketingThe key to managing customer expectations is to always be aware of the changing environment and communicate clearly with any change, said Kevin Kahn, current CEO of Break Out Consulting Asia and former managing director of Asia for CRM and loyalty company AIMIA. Kan said that prompt delivery and shipping are a huge part of a customer’s experience when shopping online.
Meanwhile, founder of e-commerce and search engine optimization consultancy Stridec, Alva Chew, said most consumers can understand and accept late delivery if the situation is clearly communicated up front during the checkout process. To better manage expectations, Qiu said highly integrated e-commerce operations with back-order processing and logistics can provide pre-sales waiting time estimates for consumers before orders are confirmed.
“Another way is to offer some kind of incentive – usually a discount or a small rebate – to consumers who are willing to accept a longer delivery schedule, something RedMart has implemented previously with a huge positive effect,” he added. Even simple text messages displayed on a website or ordering platform to highlight a longer-than-normal delivery schedule can also help defuse anger and allow consumers to regulate their purchasing decisions.
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