Customer Retention: Keep ’Em And Hold ’Em

Fulfillment

Another potential chance to wow or lose customers comes during the fulfillment process. “In terms of preventing attrition, one of the big hidden leakages out of businesses is the tolerance for poor quality coming out of the distribution center,” says Paal Gisholt, co-founder and president of SmartPak Equine, a Plymouth, Mass.-based multichannel merchant of horse and dog nutritional supplements and supplies.