It couldn’t be a more challenging time for logistics companies–or anyone who deals with them.
In 2022, the industry is facing one crisis after another, not least a substantial driver shortage.
There are also trends to navigate. The rise of third-party logistics (3PL). Consumer demand for greener shipping and packaging alternatives.
But there is a way to manage these unprecedented times. Companies need to focus on creating a stand-out-from-the-crowd logistics experience.
Read on to learn how.
Aim for Stellar Customer Experience
Once upon a time, companies were very concerned with customer service. It defined the relatively straightforward relationship a business had with the people that bought its products or services.
Today, in the digital landscape, the customer-business relationship looks very different. Hence, the rise of the term “customer experience.” Customer service is embedded into this activity, but it also includes a lot more:
- Engaging, informative web content
- User-friendly website design
- Automated email communication
- Online and offline advertising
- Branded packaging
- Social media presence and engagement
And, of course, efficient, trackable shipping and logistics!
Quick Communication Is Key
A customer contacts you with shipping and logistics questions or concerns. Naturally, they’ll get annoyed if you don’t reply fast. And an annoyed customer demands a refund or never comes back.
You need to create external communication systems that offer your customers easy ways to contact you. Today, this might include everything from a phone number to a chatbot on your Facebook profile.
Set up a system to track and reply to all the inquiries you receive in a timely fashion.
Be As Transparent As Possible
While quick communication is one aspect of transparency, it’s not everything.
The customer needs to know everything about the shipping process:
- Delivery costs
- The shipping products you use
- Any hidden fees (like import taxes or border charges)
- Door-to-door delivery times
- Insurance and warranties
- Delivery timelines
You also need to communicate delays promptly, honestly, and in detail.
Invest in Your Staff
You have the most expensive, most efficient logistics software. You have the largest trucking fleet. You have the best 3PL partner on the market.
But these don’t mean anything if your staff isn’t:
- Suitably qualified
Money spent on recruiting the right staff in the first place and upskilling those who remain dedicated to your company goes a long way in cultivating a logistic experience customers will rave about.
If you haven’t already, consider implementing daily check-ins and weekly reviews to ensure consistency in service and training.
Why Logistics Experience Matters
If your customers have a less-than-stellar logistics experience, they’re less likely to buy from you again.
You must put the customer first, whether B2B, B2C, or a logistics service provider. This means focusing on customer experience over customer service, investing in new technology, and hiring (and continually training) the best people.
Of course, product packaging is another often-overlooked yet crucial part of the logistics experience–from custom boxes to the unboxing experience. If you want to work with the best packaging supplier in the southeast region, contact the team at Packaging Fulfillment today.
We have nearly three decades of experience providing innovative packaging solutions to manufacturers and distributors.