Being a customer centered logistics company is not a stunt, it is something very vital if any logistics business must succeed. Companies that are customer-focused have a culture dedicated to meeting all of their customers’ needs. They ensure all facets of the business prioritize customer satisfaction as the primary concern. Customer-focused companies develop close relationships with their customer base and are deeply invested in customer success.
According to a research carried out by Deloitte in 2017, “Client-centricity is the most important factor in a successful business digitalization, since client-centric companies are 60% more profitable compared to companies not focused on the customer” –
While it may seem straightforward, creating a customer-focused company isn’t an easily accomplished task. Customers’ needs are constantly evolving, and keeping up with the continuous changes can sometimes feel overwhelming. But the below are ways we always keep up with our customers
1. Solve customer’s problems according to their specific needs:
Every customer has its own peculiar needs. Some may be looking for fastest delivery timeline, while some may be looking at cheap prices or some even looking at good handling and better packaging. When you understand what your customer specifically needs and provides bespoke solutions to them, you stand a better chance of retaining the customer.
2. Make Customer Satisfaction a core value in your organization:
Customer centricity should be a part of your company’s philosophy. This might appear to be a formality but it has a deep impact on your company’s business strategy; its attitude towards customer issues and how your employees perceive customer satisfaction. Articulate your philosophy of putting the customers first, in a clear and concise manner. Awareness needs to be created. You can’t achieve customer centricity unless the majority of your organization truly believes in its impact and benefits.
Aggressively market the impact of customer satisfaction on company performance and make sure that your employees and anyone connected with your company knows that customer satisfaction is at the core of your business values.
3. Build a relationship with both your customer and your staff:
The relationship of customer centric companies with their clients does not end with service/product delivery. They are equally concerned about the actual value they deliver to the customers. They celebrate when their customers find success and lend a helping hand when the client find it difficult to get full service value. If a customer finds extra value from your services, use it as a success story to motivate your employees. Make it an event, reward the people involved in delivering value to that customer and appreciate them for their hard work. Try creating a culture in your company where everything from customer acquisition and onboarding, to retention and renewal, is celebrated as events.
4. Make customer satisfaction the goal of every endeavor:
Put When you put your customers ahead of everything else, you’re actually opting for the most important stakeholder in your business. Because, as I said before, customers pay your salaries and bring you profits.
Even if it means canceling important meetings, revising schedules, sacrificing holidays and occasionally giving up profits. Staying in line with your core values, every person in your organization should understand the importance of your customers and should be confident that he will be appreciated for sacrificing other tasks for ensuring their satisfaction.
This also means that you need to empower your employees and give them the right authority and confidence to make at-the-spot decisions for your customers. Give them ownership of their clients and encourage them to take rational decisions when required. Make sure you provide them the best tools do their jobs.
5. Request for feedbacks and use them:
Customers will always have something to say on any logistics service rendered to them. Companies that want to grow must be able to devise a strategy whereby they can be able to get feedbacks for services rendered.
Your customer feedbacks are like mirrors through which you can see the quality of the service you provided. Therefore it is in your company’s best interest that you request for ratings on services rendered.
If they are good enough, fine, but don’t dwell on it. Keep looking for ways to make them better based on the how your customer will see it.
If your customer gives you a low rating, it’s still okay, learn from it and make amends so that you don’t repeat such mistakes to another customer.
At Edas Global Supply Chain Limited, we are passionate about our customers, and truly believe they come first. We believe that without the customer, we cannot succeed in business, all we are focused on is to see the world through the eyes of our customers.
Talk to us about any specific logistics need, and we will provide you with a tailor-made solution. Email us via info@edasglobalsupplychain.com or call +2347089921886, and we will be glad to speak with you.