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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.

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