Not Getting Great Customer Service? Try a Different Carrier

Many companies ignore customer service at their peril. These statistics from en.wikipedia.org tell the tale:

• A 5% increase in customer retention (built through better customer service) can raise lifetime profits 50% on average across many industries; in some sectors, like insurance, that increase can boost profits up to 90%.

• Brand loyalty has long-term value. Some 77% of people in the U.S. have stayed with their favorite brands for a decade or more.

• 69% of U.S. consumers consider customer service “very important” when selecting a brand.

• According to the American Customer Satisfaction Index (ACSI), customer satisfaction scores can predict financial performance. Higher scores lead to an increased return on investment (ROI) and more sales.

What does customer service looks like in delivery?

Three things matter most when it comes to delivery customer service: reliability, efficiency and satisfaction. Our customer service rubric includes 12 elements:

1. Delivering on time – Timing is everything. Delivering within the window we have promised builds our customers’ trust in Redkey Express.

2. Communicating clearly – Customers count on our order status updates. We share when the package should arrive, how to track it and the impact of any delays.

3. Having friendly, professional drivers – In every customer interaction, our couriers are polite, professional and helpful.

4. Handling packages with care – Our handling policies ensure customers’ precious cargo arrives intact.

5. Making ordering easy – Ordering a delivery with us is quick and easy. Customers can call, use the app or order through our website. Live dispatchers are standing by 24/7 to get the delivery started as soon as you make contact.

6. Solving problems fast – Addressing delays, damages or incorrect deliveries immediately shows customers their satisfaction with Redkey is important to us.

7. Offering tracking in real time – Allowing customers to track deliveries minute by minute improves transparency and provides assurance.

8. Being flexible – We offer rush, same-day, next-day, scheduled, routed and other delivery types to meet customer needs.

9. Serving each customer personally – As client focused company, we remember each customer’s preferences. You don’t have to start over explaining what you need every time you call. Knowing your last order, we can offer tailored recommendations to enhance your experience.

• Making returns and refunds easy – The no-hassle-free Redkey Express return and refund process gives our customers confidence and encourages them to call when they need delivery again.

• Asking for feedback and responding quickly to concerns – We love reviews, respond instantly to concerns, and make changes continuously based on customer feedback.

• Making safety and security top priorities – Safety training is ongoing at our firm – including keeping cargo safe and secure at every step in the delivery process. High-value items always get white glove treatment.

How we Define Customer Service at Redkey Express

While we have grown over the years, we are still “small enough to listen and big enough to deliver,” by design. That sweet spot works perfectly for Redkey employees and customers.

Family owned and operated, we bring a personal touch our competitors can’t match.

What does that look like?

1. Your uniformed driver is friendly, helpful and professional.
2. When booking a delivery, you talk to a live expert who can discuss truck options and other parameters to make sure you get the best deal.
3. When you call with a concern, the person answering the phone is authorized to solve the problem. There’s no waiting to be transferred to someone with more authority.
4. If you are ever not satisfied with our service, we will make it right as soon as possible.

Our services

Offering the following, we can meet virtually any shipping need starting anywhere in the tri-state area:

• last mile delivery
• hotshot delivery
• same day and next day courier services
• scheduled and routed delivery
• 3PL delivery
• warehousing and distribution
• dedicated services and
• air freight services

The long-term relationships we have built with many customers is a testament to our focus on providing the best in delivery service.

But there is always room for improvement. We continuously seek customer feedback, and review our processes and technologies to provide the highest-quality delivery solutions.

If your Cincinnati expedited delivery service isn’t focusing on your needs, give Redkey a try!