Customer Experience in Logistics Industry

The logistics industry has always been a fast faced space where effective communication, swift tracking, and instant responses are the only way to deal with customers. With the golden customer age coming about rather quickly and companies catering to the needs of their customers wholly there are a lot of changes that must be made in the logistics industry as well.

Customers expect quick service, they want to be more involved in the supply chain and so, businesses should adapt to using data for better customer experience. Creating a better customer journey in the logistics industry will innovate your business and keep in track with ever-evolving demands.

Companies should be able to outperform requirements and competitions with personalized customer experiences. From the moment a customer engages with your business they must receive personalized engagement at every touchpoint. Your business can reach heights unexplored through end-to-end personalized experiences. This also helps you stay ahead of competitors, as mentioned.

For this, automation and quicker delivery systems are imperative. By adapting to these requirements, you will be able to resolve issues within moments and your customer will be able to access information much faster. All eventually catering to a swift customer experience that keeps you on top of your game.

Although others in your space may not be adapting to customer experience strategies mentioned above, they are bound to give you an edge and advantage to maintain strong relationships with your customers while also growing your business.

Seamless customer journeys can also be created by integrating automation. Yet another pain point for many logistics companies. Automation removes the burden of manual tasks across your business. It caters to fewer overheads and mistakes while delivering greater efficiency. Your customer will be able to get a quote, download an invoice or check a contract which in turn reduces queries. The rest of your workforce will be able to provide logistics industry customer experiences in other areas in such a case.

There are many other ways you can build on your customer experience management (CXM). Shifting to a data driven model to enhance the connection between sales operations, production, CX staff and customers.

As a business that focuses on CX you should be able to predict trends, add value and find maneuverable customer interactions that keep you ahead and build on your clientele.

Internal Siloes

Some companies that are focusing on bringing about a change in their CX strategies and adapting to them have realized that there are issues with the internal communications and essential data collection. These are aspects that can be resolved by apt customer experience strategies. Although digital tools are helping the logistics industry in their slight lack of effective communication within companies and they are recovering from multiple gaps there are still a few areas that show up as pain points such as:

  • Disrupted supply chains.
  • Hassle in sourcing raw materials.
  • Stringent border security.
  • Lack of available transport.

Providing a single point of access of supply chain information to every partner so that execution can be efficient is a core requirement in the industry. Speed must be valued and hoarding of information must definitely be eradicated by every global logistic business. Hindrance in communication can cause a variety of problems in a company’s supply chain. It lowers efficiency and increases costs in every aspect of the business. Supply and demand can only be met when timely communication and team collaboration is effectively worked upon. Some brands have been able to minimize this issue by including chat bots, instant messaging and mobile solutions to maintain a desirable sync in operations.

Earlier, the logistics industry made independent decisions on a daily basis based on their day-to-day relevance according to geographical markets. However, today the same logistics companies are trying to work as interdependent networked economies. This shift requires apt collaboration and cooperation across supply chains as opposed to zero-sum competition. Every silo in the company must be interconnected and must communicate effectively to survive longer. Right tools must be explored to get every person connected – from frontline employees to corporate officers.

Another challenge that the industry faces is the need for security. The logistics industry usually deals with sensitive information. Numbers that are constantly moving on a trafficked website can become risky in the long run. Especially if it involves crossing borders or international cargo. This is the primary reason why there should be secure data transmission and logistics communication supported via software providers. The industry has multiple moving aspects. There is Fleet management, Supply ordering, Scheduling, Sourcing and procuring materials and Customer relations. An entire shipment or workflow can entirely be disrupted if there is even a single communication problem in the supply chain management. This is yet another challenge faced by the companies in logistics management: automating routine procedures to reduce complexity. Taking an integrated, omnichannel approach to optimize results and reduce any existing hindrances due to communication gaps has become a major priority for companies in the logistics industry. A good customer experience management along with customer experience strategies is the only solution to this long impending problem. Understanding business goals and evaluating how each component of your business is serving those goals and eventually taking into account how upgrades, mechanization, new technology, or better communication processes will enhance your ability to achieve those goals as a company is imperative at this point.

The logistics industry is a fast-paced industry with thin margins. To improvise and work effectively the industry must try a new outlook that contains team collaboration instead of competition along with open networks instead of closed markets. This is the only way companies can thrive in the market.

Our CX solutions are focused on transforming the total customer experience through surveys, metrics, analytics and auditing by using the CXM framework to combine physical measurements with digital Platformation™ capabilities. We are committed to finding the right customer experience strategy that can lead to a competitive advantage.

Sonata GBW is a global technology company specialising in customer experience CX measurement, platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. Global coverage of more than 105 markets with over 27 years of market leadership through extensive measurement capabilities, powerful and intuitive reporting and analytics platforms give us the leverage to improve customer experience. It has presence across USA, Canada, EMEA and APAC regions. If you would like to know more about how we can assist you, please fill out the business enquiry form below.