After the rapid acceleration of e-commerce due to the coronavirus pandemic, every business and supply chain operates virtually to some extent. Because of this, the business world has become more customer-centric than ever. Customers want everything faster, which creates pressure on companies to speed up their logistics efforts to improve customer experience.
Why does customer experience matter?
Customer experience appears to be one of the top priorities for companies right now. A recent study by American Express stated that 60% of customers would pay more money to get a better experience of shopping. Customer experience is a crucial part of a company’s strategy and is becoming a cornerstone measurement of success to help increase revenue. All recent studies prove that customer experience is going to become the central field of investment and interest among retail companies in the years to come. Research by Oracle found that 74% of senior executives believe that good customer experience directly impacts customers’ retention, while a study by Bloomberg Businessweek stated that 75.9% of management executives put customer experience as a top priority of their business strategy.
Despite such a high awareness of the importance of good customer experience, only 8% of customers think they get a great experience. There could be a difference in how businesses view customer experience compared to what customers actually want. There are many ways for companies to work to satisfy their customers and gain their loyalty, and one of those ways is to provide quality shipping and logistics services.
How can a 3PL enhance your customers’ experience?
Regardless of how great your product is, shipping and delivery are a very important part of the customers’ experience. Shipping can either positively or negatively impact the customer.
Supply chain visibility
In our fast-paced world, we’re getting used to receiving what we want when we want it. Your customers are getting accustomed to the use of technology and the benefits it offers. That’s why it is crucial to provide shipment visibility. Customers and logistics partners like to be in control of what’s going on. In particular, this applies to the shipping experience. Eventually, 3PL technology enables transparency in shipments, transactions, and operations. It also includes communication because all supply chain stakeholders and clients have visibility into any delays or other circumstances.
Although it seems like we’re living in the age of technology, many companies still don’t offer shipment tracking to their customers, and even if they do, it is often poorly communicated and hard to navigate. However, the visibility of shipments is crucial for the customers. In fact, 88% of consumers say that real-time order tracking is important. If you are aware of what is going on within your supply chain, you can analyze the information to define gaps and increase efficiency. The greatest reason to use shipment tracking is that it makes your customers satisfied, enhancing their overall experience. Shipment visibility is a major contributor to the general impression you are giving to your customers.
Enhancing customer experience with 3PL
3PLs usually cover customer service and support for many businesses. This way, your company can be sure that all emerging service issues are found quickly and properly resolved. A reputable 3PL brings its experience to provide the best communication skills and technology capabilities to exceed your customers’ expectations.