Month: July 2019

  • We all know this simple fact. No customer satisfaction means no retention. No retention means shrinking customer database & straight drop of profit. By 2020 customer experience will be the main differentiator factor predicted by Walker Consulting. Not the price nor the product itself. It will first and foremost be about the experience – and customer satisfaction – you provide. Historically, the term logistics has been associated merely with the transportation of goods from points A to B. But in the last couple of decades, however, its scope has broadened to include complementary services such as packaging, storage, cargo handling, etc. As technology has evolved, the expectations of customers have in turn risen even more. Customers are now actively seeking complete logistics services from their suppliers. As technology has evolved, the expectations of customers have in turn risen even more. Hence customer satisfaction is extremely important for supply chain management seeking competitive advantage because if they do not stand up-to-the customer expectations their place will be taken by alternative companies whose activities will be more concentrated on customer expectations. Therefore, logistics companies must ensure every customer service related aspect, no matter what it includes: acceptance of orders, their execution or the solution of problems. A client of a logistics company must be sure that the chosen company understands his needs. Now you probably have more questions: how do you achieve customer satisfaction in logistics? How do you increase customer satisfaction in logistics? Let’s dive in Traditionally at most export/import (EXIM) businesses, the logistics process would include people from operations, the factory team, and an external logistics service provider, whilst the marketing, business development, and finance teams would be involved in the documentation or other formalities. A relatively new addition to the logistics process is the customer service team. Initially thought...