Customer-Focused Logistics: Why Shippers Shift from Process to Experience
Across the global economy, consumers are wanting more. In fact, it is not just a desire for more; it a demand.
- Free shipping.
- Better cost than your competitors.
- Immediate visibility into a shipment’s status.
- Immediate shipping.
- Next-day, if not same-day, delivery.
- Consumers need to remember your company immediately. A good customer service experience might be put on social media. A BAD EXPERIENCE WILL GO VIRAL. This simple adage reflects how customers see your organization. Every interaction should be positive and encourage future purchases. Customers should want to brag about how well your company handled their order, not just their problems. Be present, and make your company extremely transparent to your customers.
- Alight shipping strategy with retail strategy. When retail and shipping strategy focuses on increasing customer service, costs associated with each transaction decrease. This is due to increased visibility and coordination of all inbound and outbound logistics operations that feed into retailers’ needs. As a result, both logistics providers and retailers should have a 360° view of all steps in a product cycle. This will eliminate confusion and ensure customers’ expectations are met.
- A proactive supply chain anticipates issues, preventing problems for customers. An effective customer-focused logistics strategy must anticipate possible issues, not just address the ones that develop. This is only possible by ensuring a company has a “wide net to cast” for all parties. In a sense, this is the omnichannel sales experience, combining e-commerce with all other channels’ logistics, and proactive supply chains understand that keeping all processes internal may not be the most cost-effective. In addition, internal departments tend to overreport their success. So, third-party companies can provide better benchmarking, analysis and reporting of actions in your company.
- Fixing issues is not enough. Shippers need a strategy for customer service. Shippers must also devise strategies that use algorithms and data-based information to give customers more than they would normally get. However, these bonuses must not result in increased costs. Think about it; you cannot give customers everything they want. But, you can give them more than what they need. This is key to achieving a superior customer service experience.