Client satisfaction is one of the objectives that all businesses – especially logistics companies – need to take seriously. Independent freight forwarders need to give special attention to what their customers expect from them. Therefore, then, they will be able to come up with a company strategy in line with the client’s expectation. Their requirements are one of the major factors that should dictate your business strategy. Nevertheless, these days there is something else that the companies need to deal with. This new factor is the emergence of digitization that is quickly changing the customer habits. Nowadays, your customer expects instant services, immediate responses across all devices in spite of their location. To put it simply, customized services, simplicity and instant access over various formats and devices should now be an essential part of your customer strategy.
Take client expectation into consideration
There are plenty of digital tools that allow companies to boost the level of client engagement. These tools also allow the independent freight forwarders to come up with the required capacity to meet the expectations of the client. This is precisely why the companies need to place themselves in the position of their customers. This way, they can easily reset their company’s customer approach.
The changed customer expectation
The altered expectations of your customers indicate a new customer type who is used to getting what they need whenever they need. They might search for you from any one of their devices and this is precisely why you need to have a flexible presence. In other words, your clients are now increasingly using their mobile devices for touching base with you and for this flexibility and presence on multiple formats is an absolute must. Now is the time to reach out to your clients over various platforms and devices for the enhancement of your client experience.
A multi-channel communication strategy is of paramount importance
Mass mailers are a significant communication strategy. However, not all your clients are going to check and read your promotional emails. Therefore, it is important for you to create a multichannel communication strategy. Digitizing your customer service is important as it will allow you to communicate with your existing and potential clients across all devices. Digital transformation will give your company the much-needed tech resources that will help you to improve your client experience. For this, you need to optimize your website, add chatbots for instant response to the query of your audience, create support channels to provide ease of communication for your clients.
Top client satisfaction strategies for independent freight forwarders
Here you can find the key strategies to improve your customers’ experience in the digitized market.
As already mentioned before, different customers come with different expectations. Consequently, the companies need to offer tailored services to accommodate clients with varying requirements. You need to determine your client’s previous buying history, movements, questions, feeds, etc to provide customized services.
Focus on traceability
Visibility will allow your clients to track and trace a cargo at any time. Even small and independent freight forwarders are now trying to enhance their customer experience by offering more visibility. Companies that are still not offering this useful feature are at the risk of losing out to their competitors.
Organize your data
When it comes to multichannel communication with your clients, it is vital to have all your data organized. Organizing your data will ensure that your communications do not overlap. Moreover, it is also important to hire a professional copywriter who will ensure that your message to your clients is clear and comprehensible.
Because of digitization, your customers are now used to getting immediate responses from the service providers. Before anything else, you need to respect your customer’s time! Making them wait for hours before answering a simple question or sending a quotation is something that can prompt them to seek the services of your competitor. Furthermore, you need to minimize your response time for fostering goodwill between your company and its clientele.
Add a bit of human touch
Even with all the digital endeavors companies should never forget the much-needed human touch. Your clients will always want to communicate with a person rather instead of listening to auto-generated messages. Therefore, always make sure that your customer knows that behind every digital communication there is a person who knows about their needs and cares for them!