2022 saw significant fluctuations in growth as companies underwent rapid transformations and the global economy shifted. In the upcoming year, organizations need to make significant changes to how they serve their customers to achieve sustainable and scalable growth. Customer success (CS) will be the primary focus of every employee in a corporation and will become an enterprise-wide operating model in 2023. As a result, businesses need to effectively scale their operations through digital initiatives and automation while providing value to customers at every step of their journey. It is no exception for the freight & logistics companies.
A trend has emerged where companies believe that the only way to increase their revenue is by developing new products. However, this strategy is no longer sufficient in the current landscape where the COVID pandemic and rapid cloud adoption have caused organizations to prioritize providing value to their existing customers. Now logistics companies have realised the importance of customer service to retain existing clients and expand their wallet share. Thus, there is increased scrutiny of budgets and the value of all company functions to exceed customer expectations and enhance customer satisfaction.
Customer Success digitalization is on the horizon. Every company will need to centre their playbook on digital Customer Success, incorporating digital tactics even into high-touch gestures, to operate more efficiently and make more time for meaningful pursuits.
This digitalization pace will continue to accelerate in 2023, significantly impacting how the logistics business emphasizes customer success. While many may struggle with this transition, it’s important to remember the valuable lessons learned during the pandemic. Businesses also rediscovered the value of data in the past few years. However, to take full advantage of data as a force multiplier, organizations must have effective strategies in place.
In the current landscape, logistics companies have realized that the most critical product to create, optimize, and continually evolve is through the customer journey.
Management recognizes that their customer journey or experience is equally important as the product or service they traditionally offer. Every step of the customer journey presents an opportunity to add value, build confidence, and foster loyalty, resulting in sustained and multiplied recurring revenue. Leaders also understand that the goal is to remove barriers and deliver value throughout the customer experience and that those who execute and learn quickly can iterate and improve faster.
With the availability of data-driven and AI-powered technology, customer journey mapping has become simple and highly effective.
A common misconception about the customer journey is that the journey ends when a customer completes a purchase.
In reality, the customer journey doesn’t start until they make their first purchase. A positive user onboarding experience provides clients with the most opportunity to interact with your business and experience the benefits you promised.
Moreover, mapping a customer journey also allows for monitoring customer progress as they start using the service.
As businesses increasingly focus on creating integrated and cohesive customer journeys, cross-functional collaboration across the organization is critical. The company that adopts a customer success operating model will require stronger internal collaboration and a concerted effort to optimize and control every touchpoint along the customer journey. Soon, logistics & freight companies will see even more collaboration across functions as they define and document their customer journey and determine the necessary programs, technologies, and personnel to deliver their most valuable product.
How Logi-Sys freight forwarding software helps in customer success:
Streamlined Operations: Logi-Sys software can help freight forwarding companies streamline operations, resulting in faster delivery times, more efficient routing, and improved communications. This can result in increased customer satisfaction and loyalty.
Real-time Tracking: Logi-Sys software provides real-time shipment tracking, which allows customers to know where their packages are at any given time. This level of transparency can build trust and confidence in the freight forwarding company and lead to repeat business.
Data Insights: Logi-Sys software provides data insights that can help freight forwarding companies understand their customers’ needs and preferences, enabling them to tailor their services and offerings accordingly. This can result in better customer satisfaction and increased revenue.
Cost-effectiveness: Logi-Sys helps to optimize delivery routes, reduce shipping costs, and minimize order fulfillment times, thus providing their customers with more cost-effective solutions, ultimately leading to customer satisfaction.
Logi-Sys freight forwarding software is helping more than 4500 freight forwarding companies from over 45 countries to achieve better customer success by streamlining operations, providing real-time tracking, enabling customization, and providing valuable data insights. In summary, ensuring customer success is critical to logistics business success and is directly proportional to customer success.
Originally Published in Portcalls Asia Magazine