Packages on porch Satisfied customers are most likely going to be repeat customers, and satisfied customers come from communications that are clear and expectations that are fulfilled. (Photo: Shutterstock)

This week, I received four packages. Three were delivered by FedEx and one by the U.S. Postal Service. In each case, I received an email the night they were shipped, including a link to track the package. In all cases except one, I received an “on the way” update the next morning. All the packages except one arrived on time. One was delayed because of weather; but I wasn’t worried because I received a delivery exception email that explained the problem. Upon delivery, I received yet another email indicating delivery and asking me to let them know if there was an issue.

This got me thinking about the fulfillment and delivery of our employee benefits packages. There’s a cycle to our business, and fulfillment is both the end of one cycle and the beginning of another.

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