Last week, we talked about how to calculate the ROI of Customer Feedback for Logistics. However, you might wonder how can we see this value from another perspective. In today’s video, our CEO Riccardo Osti will help you understand the value of Customer Feedback for the Logistics Industry.
Within this sector, consumers have plenty of touchpoints with the company, and every single feedback counts in order to be more consumer-centric. In a competitive market, companies need to know how to gain customer’s loyalty, and the customer himself is the most powerful source of information. By watching this video, you’ll be able to understand this and other values that Customer Feedback can bring to this industry.
If you work in Logistics, we hope you identify with it and start implementing a way to analyze Customer Feedback straight away!
Today, we’ll help you understand the value of Customer Feedback for this industry, so you can see the importance of start measuring it as soon as possible.
First of all, we can understand Logistics as the management of the flow of things between the point of origin and the point of consumption in order to meet the requirements of customers or other corporations. DHL is an example of a company that performs this activity on a global level.
There are four main reasons why customer feedback is essential for Logistics:
Reason number one, and the most obvious one: it drives customer loyalty.
All major Logistics companies are able to deliver a package in a short amount of time. Within all of them, you may also find similar prices. So, how could a Logistics company stand out from competitors? By having a great customer service.
Analyzing customer feedback is crucial for having more satisfied customers, and this means acquiring their trust and loyalty, avoiding to lose them to competitors.
Reason number two: Understand all Customer Journey
Global logistics companies have many different touchpoints with which customers can interact. Often, managers lose track of all these touchpoints, because it’s hard to supervise all of them. That’s why it’s important to analyze Customer Feedback from all different sources. In this way, Managers can understand how to better interact with clients in all touchpoints, improving their satisfaction.
Reason number three: By analyzing Customer Feedback, Logistics companies can Reduce Costs.
More specifically, they can decrease the number of complaints Customer Service teams handle, which represents a reduction in Customer Service costs.
Reason number four: Customer Feedback drive sales.
By analyzing how customers interact with Customer Care, it is possible to create patterns of questions and improve team training. So, instead of having a Customer Care just answering the client’s questions, they can actually advise clients to make a better purchase.
All these aspects can improve the service offered by a Logistics company, and bring a lot of value for their operations as a whole. That’s why it’s essential for this industry to analyze their customer feedback.
Would you like me to show you the value of Customer Feedback in another Industry? Let me know in the comments!