The logistics sector is moving fast. Customers expect quick service. They don’t want to wait around for quotes — they want more involvement and to see the entire supply chain. Logistics businesses must adapt by using data to serve customers better.
Better customer journeys in logistics are essential to innovate your business and keep pace with changing demands. To get ahead, you must deliver consistent customer experiences. But some companies miss out on this opportunity.
We discuss these challenges and more in our Delivering High End-to-End Experiences for Your Customers e-book. Discover useful solutions and how your business can gain a competitive edge.
Read on to find out more about creating better end-to-end customer experiences in logistics.
Customer experience in logistics begins the moment a consumer engages with your business. They expect personalised engagement at every touchpoint on their journey. Many companies struggle to get this right.
Disruptors in the space gain market share by offering more than what others do. Follow the leaders and differentiate your offering to outperform competitors.
Personalisation is key. Go beyond the delivery of goods and create a personal end-to-end customer experience. By offering personalised experiences, your business will gain an edge.
Creating high end-to-end customer experiences in logistics is challenging. Especially as demands increase. You must deliver consistent customer experiences to stay competitive.
Customers today prefer a self-service experience. Obtaining quotes by phone is becoming less popular. Customers want instant access to competitive prices. They also want up-to-date delivery information fast.
To meet customer expectations, automation and quicker delivery systems are essential. Your customers will gain faster access to the information they need. Plus, you can resolve issues at speed for a better customer journey.
Many logistics businesses are slow to adapt to the changing landscape. Prioritising customer experiences gives your business an advantage. Improving experiences helps you maintain and build stronger relationships with your customers.
Integrating automation across your business removes timely manual tasks. This means fewer overheads and mistakes, and greater efficiency. It also enables your business to provide a better, seamless customer journey.
A solution like Salesforce Customer 360 helps integrate your existing IT systems and tools.
An integrated self-service platform lets your customers check a contract, get a quote, or download an invoice. They can track their orders and engage with customer service — all on one platform. This reduces order queries. Plus, your workforce will have more time to deliver better customer experiences elsewhere.
There are many more ways your business can enhance the customer’s experience. For example, use data to your advantage — predict trends, enhance value, and simplify customer interactions.
For the logistics sector, customer experiences are more important than ever. Data is key to enhancing the end-to-end customer journey. Moving to a data-driven model also means your sales operations, production, fulfilment, customer experience staff, and customers will be better connected.
We discuss these opportunities and more in the Delivering High End-to-End Experiences for Your Customers.