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Today’s consumers expect more from retailers and their expectations are informing interactions up and down the supply chain, from contract negotiation to the use of new technologies.

By and large, today’s customers expect free (or low cost) shipping, ability to track a shipment and the possibility of next day or same day delivery. Simply put, consumers are expecting more bang than ever for their buck.

There are numerous shifts occurring right now inside the logistics industry. As the planet has become more connected, the expectations of consumers have become a top priority. Businesses must work to refine customer-service strategies while still meeting essential financial goals.

With the growth of Amazon and other online retailers, e-consumers have been capable of accessing an unprecedented array of products at cost-friendly prices. As a result, shippers have been scrapping their partnerships with carriers and opting for third-party logistics providers (3PLs). However, the rising expectations of consumers are driving a transfer away from system development to customer-focused operations.

There is no perfect approach to providing customers what they desire by streamlining operations. In fact, the only approach to reducing costs down beyond traditional means is to develop a logistics-based strategy to customer service.

Many organizations are using 3PLs to gain more, useful insights into common operations that go into every sale. For instance, 3PLs may be used to gain raised access and value among various modes of shipping, and these same businesses have the potential to get rid of billing inconsistencies, enhance accounting, avoid compliance issues and make certain the business is accurately acting on key data related to customer service. Basically, logistics businesses must combine both experience and technology to provide a gratifying experience for customers.

Customer Experience Comes First

Every interaction ought to be positive and inspire future purchases. After receiving their order, customers should want to share their positive experience, and not complain about issues. Show up when it counts and make your business prioritizes transparency.

Lower Costs Through Transparency

When logistics strategies increasingly concentrated on customer service, transaction costs have been decreasing. As a result of heightened visibility and better coordination of operations, logistics providers and retailers have a completely transparent view of all steps in a logistics cycle, which has a cost-reducing effect.

A Proactive Approach

A good customer-oriented logistics strategy should prioritize problem mitigation, not only tackle the ones that arise. This is achievable by making certain a business has influence up and down the supply chain. This means merging e-commerce with all logistics channels. Therefore, a proactive supply chain that internalizes all operations is likely not be the most effective.

Over-Deliver

Supply chain companies must also use data to provide customers with more than they would expect without increased costs. While logistics cannot give customers everything, they can provide them with a superior experience.

We Can Help You Meet the Demands of Today’s Consumers

At Cornerstone, we help our clients acquire top talent for their logistics operations. Please contact us today to find out how we can do the same for your company.


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