Providing excellent customer service has been the highest priority in our growing market for more than a century since the phrase “the customer is always right” was invented. Nowadays, in the internet era, consumers’ expectations for quick, easy, reasonably-priced service have skyrocketed because of companies like Amazon, Uber, and ASOS. It’s incredible that now, anyone can order food using an app with no human interaction, watch their delivery status on their phones, and have it at their door in less than an hour. But these new technologies have also caused society’s demands of all service providers to triple and quadruple.
Since many businesses now use apps and software to provide their clients with the best service possible, understanding the customer experience is essential to success. Recognizing clients’ needs and wants should be the most crucial factor when making company decisions. Remember, with the advantages of social media also comes great power. If just one customer has a bad experience, they can ruin an entire company’s reputation with a terrible review, because today everyone has a voice. It just goes to show us that now more than ever, customer experience is key!
The following five pointers can help any business give their clients incredible service experiences and ensure they stay satisfied. Here are our top 5 tips to elevate every customer’s experience, bring in more business, and maintain clientele:
- Speed– As we explained above, society has gotten used to pressing a few buttons and having things delivered to their doorstep within hours. It seems preposterous now to wait days for an answer, an email, or a delivery. So, answering clients’ questions, needs, and orders promptly is critical. Providing them with quick service shows that you value your customers’ time and appreciate their business.
- Value for Money– Bigger and cheaper options are always available. Therefore, businesses must make sure to provide clients with an experience or a product that gives them everything they paid for and more. No one wants to feel like they were duped or cheated. If larger companies have lower prices, smaller companies need to provide more personalized, boutique experiences to maintain their customer base. It isn’t enough to give them what they paid for; you need to make them feel special too.
- Adaptability– While filling a hole in the market is important, customers expect more today. Service providers must be open to hearing client complaints, resolving client concerns, and answering inquiries of all kinds. Companies need to be adaptable and understand that every customer has their own individual set of needs, wants, and concerns. Applying a business model that can adapt to please and address each consumer’s personal preferences, problems, and pains will benefit your company in the long run.
- Accessibility– As technology improves and digital designers learn to create programs that come naturally to users, ease of use has become one of the top factors that define customer experience. Creating clear, concise content and easy, intuitive programs gives customers a worry-free, comfortable experience. Businesses need to know who their target audience is to make sure that their websites, apps, and software are designed to be accessible for the client.
- Efficiency– Though getting things done fast is at the top of our list, quick service isn’t complete without efficiency. Companies should ask how they can streamline their customer service to minimize work for themselves and their customers. Asking the right questions to steer consumers in the correct direction is priceless. Being efficient saves both company and customer time and money and saves them from pointless hassles and headaches.
While providing excellent customer experience is a universal concern, in the logistics sector, client relations often take the back seat to secure reasonable rates and routes. But inadvertently neglecting customer experience can be the kiss of death for companies in industries like freight forwarding and supply chain management. The most important thing to remember as a freight forwarder is that business representatives, like all clients, are also people with needs, wants, and concerns.
Amidst the current global supply-chain crisis and the beginnings of a shipping container shortage, it has become even more critical to make our customers feel heard and supported. Covid-19 brought about the widespread economic disruption that still hasn’t leveled and shows no signs of stabilizing. The vulnerabilities of the freight industry have been revealed- from crew shortages and lack of available containers to backed-up ports all around the globe. These factors have caused shipping times to lengthen and prices to rise, causing many unhappy customers. Therefore, good customer experience has remained the only key to closing deals, maintaining long-term clients, and bringing in new business.
That is why as a freight forwarder, choosing how and when to digitize is critical. Most traditional forwarders have spent years maintaining good client relationships and bringing in new business the old-fashioned way. This is why many of them fear that in an already unsteady era, moving into the digital age will sever these bonds and compromise their client base.
Luckily this isn’t always the case. With revolutionary, smart freight forwarding systems like Wisor.AI, client relationships are actually known to improve. How is that possible? With Wisor, forwarders do not need to learn new, complex systems and programs. Instead, it integrates seamlessly into the working methods of freight forwarding companies. Wisor’s system compiles data from clients’ requests to find them the best rates and routes available and helps freight forwarders streamline their process by leaving them with one step instead of five.
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