In a recent article published by Forbes, they revealed a shocking 96% of customers will leave your company if they have a bad customer experience. Customer service is an essential aspect of any business operation, and this is especially true in the logistics industry. Providing excellent customer service is not only crucial for Diamond, as a logistics company, but it can also make or break our client’s business success. In today’s competitive online market, customers expect a high level of service, and if their expectations are not met, they are likely to switch to a competitor.
With our expert fulfilment and delivery services, we have helped our clients prioritize customer service to gain a competitive advantage, increase customer loyalty, and improve their overall business performance. We spoke with Andrew from Sky Wave Gin to discuss how engaging in a partnership with Diamond has supported their business and reinforced their already outstanding customer relationships.
What were Sky Wave Gins Fulfilment Needs?
Sky Wave Gin required a partner that was not only familiar with alcohol fulfilment but also had the technology and capacity to create a clear line of communication with their costumers regarding orders, dispatch, and delivery. Using our advanced fulfilment management technology, Despatchlab, we can ensure that their orders are despatched on time, packaged appropriately and sent with the best carrier for their product. An important element within the service we provide Sky Wave Gin is the precision packing we adopt with each of their orders. We follow the lead of our clients and abide by their preference when packaging an order. This can include sustainable packaging, the inclusion of marketing material, hand-written notes, and aesthetically pleasing details.
When asked about his experience with Diamond Logistics, Andrew Parsons, Co-Founder, had this to say,
“I find the partnership incredibly refreshing. Their can-do attitude and ‘always finding a way’ is wonderful. In other situations, it is normally us that pushes hard and finds the way – so to find and be working with a like-minded partner is fabulous.”
The importance of customer service in fulfilment and delivery cannot be overstated, and companies that prioritize this aspect of their business are more likely to succeed in the long run. As a result of Diamonds effective communication, prompt responses to inquiries and complaints, timely delivery of products, and a willingness to go above and beyond to meet customer needs, Sky Wave Gin have received phenomenal reviews on Trustpilot. Here are a sample of a few for your consideration:
“Really impressed with the packaging and speed of delivery and the zero gin itself was really tasty – quite citrusy.”
“Order arrived quickly most impressed.
We had purchased the Raspberry and Rhubarb gin from the shop previously but wanted to give a bottle to friends for Christmas. It arrived well packed and within a few days.”
“…. Gin came quickly and was beautifully packed in recyclable packaging. Haven’t tried it yet, but I’m sure it will be delicious.”
What are their plans for 2023?
Since Sky Wave Gin launched in October 2018, the brand has evolved beyond all recognition. Initially, Sky Wave’s set up saw their distillery produce just 2 bottles with the team aiming to sell 5 to 10 bottles per month. Fast forward to present day, they are now distilling up to 10,000 bottles a month and ship their product worldwide.
When asked about the plans for the future, Andrew explained,
“Our main aim is to expand the business further and nurture more growth. We have really ambitious plans, and are expanding our premises and our hospitality offering with a gorgeous new bar and visitor space, opening in September 2023. We also have another very exciting development in the next 6 months – but that’s secret right now so I’m saying no more.”
About Sky Wave Gin
Sky Wave Gin was founded by Andrew Parsons and Rachel Hicks. Andrew is the Master Distiller, which sees him take on the creative role within the company. He is in charge of creating, testing and distilling all of the fabulous gins they have to offer. In 2021, Sky Wave Gin was nominated for World’s Best Master Distiller at the World Gin Awards Icons of Gin, and one of their gins, the Signature London Dry, was named The Best Contemporary Gin in the World at the 2022 World Gin Awards. It is quite the achievement considering their first set up was in a converted room in the back of their house. They currently have seven gins in their range, from an amazing classic London Dry gin to a delicious range of dry fruit gins. Most recently, they launched their very popular zero alcohol gin, which has received raved reviews from their existing customer base.
If you would like to know more about Sky Wave Gin or try some of their fantastic gins, visit www.skywavegin.com.
Would you like to learn more about our fulfilment and delivery services or how Diamond can support your customer service requirements? Call us at 0333 567 5888, email us at sales@diamondlogistics.co.uk, or fill out our contact form below.
