With the continual rise in competition in the supply chain sector, small and medium-sized companies are doing their utmost to acquire new customers and create loyal clientele that will come back to them time and time again. However, there are several factors that encourage customer retention, and strong customer service and post-sale communication are two of them.
Here are a few important tips that will help you enhance your logistics strategy and contribute to customer loyalty.
Know your market
It is needless to say that every freight forwarder should start with this very basic step. Understanding and analyzing the market trends will keep you updated with all the latest developments in the supply chain sector and will also keep you informed about the goings-on in your competitor’s companies. Having a sound knowledge of the market along with an experienced team that knows exactly how to communicate with your target audience will surely motivate potential customers to engage with your company.
Make your rates and conditions transparent
Note that it is not the transit time but the lack of information and transparency which upsets your consumer. It is therefore imperative for any freight forwarder to be transparent in key areas such as costs, shipping, tentative delivery date, etc. Simply put, always provide your client with as much information as you can so as to avoid any unpleasant surprises. Honesty in your approach is absolutely essential for enhancing customer loyalty.
These days transparency goes hand in hand with flexibility since customers have become more demanding because of the plethora of available options. A survey conducted by FEVAD (Federation of E-commerce and Distance Selling) has revealed that a whopping 83% of customers prefer a door to door delivery option while around 66% of them also stressed on the importance of a pickup option. Apart from this, freight forwarders should also have various price options since your customers will opt for another forwarder in case your shipping rates are excessive.
Choose the most reliable shipping partners
Let us not forget that your client is not going to distinguish between the company delivering the consignment and the company they’re ordering from. This is why freight forwarders need to select an experienced, reliable, and versatile shipping partner. As a member of The Cooperative Logistics Network, you can rest assured that all your partners are the most trustworthy and resourceful agents in the territories they are operating from.
Get hold of the right logistics management tools
These days you have a host of available logistics management tools and software for taking care of various essential aspects of your business such as quick quotation generation, transport management, inventory/production/warehousing planning, material handling, and many more. Regardless of the size of your business, it is important for you to make use of some of these digital tools to reduce errors, ensure quicker delivery and improve customer service. That is why The Cooperative has created a software called FreightViewer in order to be the first international freight forwarding network with global coverage to launch instant quoting ability for its members.