Customer centricity refers to the ability of individuals in an organization to understand a customer’s situation, perception, and also expectations. This basically means always putting the customer first. Customer-centric shipping means focusing on delivering the goods that a business supplies in a manner that is suitable to their customers and will meet or even exceed customer expectations. Consumers have become used to purchasing products and receiving them in a quick and timely manner due to the e-commerce industry growing.
How Do You Create Customer-Centric Shipping?
Having customer-centric shipping policies and procedures will benefit the business by creating a loyal customer group. Effective delivery methods help lead to a positive customer experience. In fact, businesses that lead in customer-centric experiences have been recorded as doing 80 percent better than those that don’t. This is a no-brainer when looking to build a customer-centric approach in order for the business to improve customer satisfaction and stay relevant.
Understanding the Challenges
Firstly, a business will need to understand the challenges that arise when delivering to the customer. This involves time and effort from a dedicated team to resolve issues that are both beneficial for the client as well as the business. Most companies adopt shipping software to automate the delivery process and make deliveries efficient and less costly. Shipping software helps take the pressure on the dedicated team to focus on other important areas of the business as it will require less time and effort.
Speed and Flexibility
Speed and flexibility are crucial elements to get right when wanting to adopt customer-centric shipping methods. Both speed and flexibility play a large role in the customer’s experience with the business, from purchase through to physical delivery. Speed is important as consumers have become used to the fact that they can receive goods quickly when making purchases online. If the time of the delivery takes longer, it will drive customers away. These customers will then go into other shops or make purchases on competitors’ websites. Flexibility is the area in which a business offers the customers delivery options. Customers should be able to select delivery when the delivery is to be made by giving them overnight options or allowing them to select a date. This avoids backward and forwards deliveries if the customer is unavailable, and will save transport costs for the business. Another great way to keep customers happy is by giving them the option to track their orders. This allows for customers to be aware of where the goods are and have a rough idea of when they can expect the goods to be delivered.
Lastly, but equally as important when becoming customer centric with shipping is transparency. Transparency is providing the customer with detailed information about the delivery procedures of the business and if there are any unexpected situations. How will issues be resolved? Not only does this give the customer more insight, but also gives the business more leeway if there are any issues that may arise. Additional Reading: Shipping Trends: How To Deliver on Your Customers’ Shipping Expectations in 2022
The Junction LLC | Truckload Shipping
As a leader in the transportation industry, we demand excellence from our entire team. Our team at The Junction LLC strives to deliver the best possible customer service and by a desire to solve our customer’s toughest transportation and supply chain needs.
Our team is dedicated to serving our customers and will take the necessary action to deliver our customers’ products safely, efficiently, and on time. In fact, this is our promise to you!
Nationwide Services include:
- FTL (Full Truck Load) Shipping
- LTL (Less Than Truck Load) Shipping
- Transportation of refrigerated, dry, and bulk shipments
- 3PL Warehousing and Logistics
- Contract Warehousing
- Trucking Freight Brokerage
Trucking & Freight Shipping Services:
- Time-sensitive shipments
- LTL (Less-Than-Truckload)
- FTL (Full Truckload)
- Flatbed LTLRGN (removable gooseneck lowboy)
- RGN (removable gooseneck lowboy)
- Maxi’s / A-Train / B-Train
- Heavy Haul
- Over Dimensional
- Dry Van
- Dry Van LTL
- Refrigerated LTL
- Power Only
- Our sister companies can also provide warehousing in our food-grade facilities, cross-docking, and contract warehousing.