What Is the Value of Customer Freight Experience?

Technology tools support customer freight experience.

Automation in a transportation management system (TMS), among other innovations in the supply chain, has improved performance and resulted in higher returns on investment. These innovations focus on improving customer freight experience and have a real impact. 

According to PwC, “While price remains a top priority for transport and logistics customers, providing a seamless customer experience based on accurate data is crucial to secure future success and certainly a competitive advantage.”

Businesses that embrace customer-centric, visibility, and collaboration-based solutions continue to lead the way in the industry. C-Suite executives need to understand a few things about the challenges and opportunities of creating and maintaining a positive customer freight experience.

Common Freight Management Challenges That Leads to Poor Customer Freight Experience

Today, customers expect immediate and accurate product delivery thanks to new delivery models. Companies have invested more resources in logistics management to meet such expectations. 

Forward-thinking companies also think about gaining the customer’s trust in the process. Businesses, however, fail to achieve efficient customer freight experience for various reasons.

  • Limited visibility into the final mile of delivery. Customers want accurate information about their shipment throughout the delivery process.
  • Inability to share data with supply chain partners. Supply chain management relies on real-time freight data to unlock added value in the whole process. Companies that keep their partners in the dark often fail to meet client expectations.
  • Inadequate verification of delivery. Striking a balance between speedy operations and accurate delivery data remains supremely important for logistics management. While clients appreciate shorter waiting periods, they want the right product in the right quantity and at the right place.
  • Lost packages and complicated freight claims processes. Freight claims are almost inevitable, but again, they represent a problem with a viable freight claim solution through modern technology.

Customer Experience in Freight Management Depends on Operations & Data

Companies that are looking to stand out in the crowded supply-chain market focus more on customer-centric initiatives. Such businesses identify every customer interaction touchpoint to enhance the customer experience in freight. 

Supply chains rely on historical data to appreciate the customer’s needs and wants. This data can inform improvements that reduce customer pain points. Companies should work to assemble existing data and use the same to appreciate every step of the customer journey. 

This move could be the first step in revamping customer experience in freight and providing the data to both consumers and B2B partners to boost collaboration and streamline operations. Moreover, relying on predictive and other freight analytics will also yield better results compared to making decisions based on assumptions.

Carriers get to improve their interactions with customers once they understand the latter’s behaviors. Businesses can adopt a virtuous circle that reviews data and makes changes in their model appropriately in a move to provide better customer experience in freight.

8 Tips to Improve Customer Freight Experience

Improving customer freight experience requires companies to make steady, customer-centric changes to their operations. 

Shippers, logistics service providers, and 3PLs should follow these tips to improve customer experiences throughout the supply chain:

  1. Use automated alerts to keep customers informed, and remember, clients, love real-time information about the location and status of their shipments.
  2. Show customers expected delivery times during check-out.
  3. Reduce the congestion of drivers with faster dock management.
  4. Improve the use of your supply chain through a cloud-based control tower.
  5. Provide a seamless option for returns management.
  6. Give customers the ability to reschedule delivery after shipping.
  7. Connect with customers through social media to address complaints or concerns. Use the feedback to improve the operations.
  8. Work with carriers, brokers, and logistics service providers (LSPs) to share data and speed operations.

Improve Your Customers’ Freight Experience

Customer expectations continue to soar in the supply chain market. Most clients lean towards service providers that cater to their pain points. Do you want to come out on top of your competitors with better customer experience in freight?

See how visibility and transparency improve customer freight experience.

Phil Melton

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