A Q&A with Santa, and Fleet Manager Mrs Claus, of North Pole Inc
Haulage and Courier companies are increasingly investing their time and cash into ways to help increase repeat business.
The importance of securing repeat business is clear, loyal customers are willing to pay well for excellent service and are more likely to recommend your business.
The approach to exceeding customer expectations is becoming more sophisticated than ever before, with companies carefully outlining the steps they can take to ensure that everybody, from truck drivers to those picking up the phones, are aware of the ways they impact the customer experience.
A way to do this is by mapping out the journey a customer takes when they interact with a business in order to present management with the ability to walk in a customer's shoes.
This is known as 'customer mapping'.
When based on sound research, mapping provides a good insight into the perspective of those who transact. Undertaking a project like this enables management to see what the customer needs are at each interaction, how well those needs are met and opportunities for improvement.
By identifying where customers need more help or more information, energy can be focussed in the areas that will have the greatest impact on customer experience.
When an organisation understands where customers need to see more value, they can introduce solutions, whether technical or resource base with confidence.
Technology is changing the face of the transport industry and it is becoming more important to keep up to date as technical solutions evolve. Empowering staff with timely information will not only help businesses deliver exceptional service levels but will also open doors to additional work, in a competitive market place.
One of the fastest growing technologies in the industry are Freight Exchange systems, with some exchanges experiencing the number of loads placed increase by as much as 53% in 2015 compared with 2014. With this level of growth, a new 'freight broker' customer group is being formed, and in the competitive bidding environment of a freight exchange, differentiating your service is key to winning repeat business.
Our market first integration with Courier and Haulage Exchange connects jobs with vehicle locations in real time, whilst giving the customer total visibility of job status, from collection to delivery.
If you're an exchange user, or considering using an exchange, this type of integration is a great way of demonstrating professionalism and will help you win more cost effective business.
If you're interested in learning more about our integration with Courier and Haulage Exchange, click here to contact us today.
