How marketers can build a robust relationship with customers in the logistics sector

Authored by Ayesha Katgara, Head - Corporate Strategy, Jeena & Company.

In today’s fast-paced world, experience is everything. If a customer is unhappy about their experience with a brand or a service, they take no time in switching to the next best available option. Customers want value for their money and time and hence it is very important that companies live up to customer expectations.

Importance of robustrelationships with customers in logistics

Unlike any other business, in the logistics industry too, the quality of service is determined by the customers and it’s important to find client-centric partners. The customers play an important role to build the status and goodwill of the company and want partners who will treat this business as their own.

Today, customers are more attentive to customer service because clients are looking for a partner who can understand their needs and can solve problems at every step; right from placing an order to the delivery of cargo. 

Below are a few tips for fostering the partnership that will build business growth with important stakeholders, the customers.

Understand your customer – It is important to know the background of your customers, but across sectors for any business, customer satisfaction and customer experience (CX) should be one of the key objectives to understand the customer base. Their business model, long-term and short-term goals, their budgets, competitors etc. - the more we know about our customers, it eases the process to serve them as per their requirements accordingly.

Seek Timely Feedback – Communication is crucial across sectors and especially2-way communication. Be it your local or international clients, getting timely feedback helps the company know what is going right or what needs improvement. Once the feedback is in, implementing the same is equally important. It gives the customers confidence and surety that you hear them and respect their valuable feedback. It also gives a sense of responsibility to the customers that they are doing business with reliable partners.

Build Trust – It is a simple yet strong virtue.If your customers trust you, it will become the core of a long-term relationship. Being available for your customers when they reach out, prioritizing them, and solving issues in real time are some of the points that help build trust.

Exceed client expectations – Going over and beyond the said scope of work to make sure that your customers have a positive experience helps build a strong relationship with them. Going the extra mile to get work done before the deadline and offering customised solutions will surely have a positive impact on your business.

Advanced Technology is key – Technology not only helps ease the customer experience, but it also aids in creating a productive workplace for employees to deal with customers. Similarly, the CRM software is the holy grail for customer care amongst many other such tools available. The CRM tool allows you to manage and organise customer data. Imagine tracking and managing over thousands of shipment orders daily across the world. Technology today is so advanced that it has made managing customers across countries a breeze. Businesses have launched mobile apps/ messaging apps for customers to share feedback, do business, saving time and costs. CRM automation helps the sales team in providing omnichannel solutions to customers. One can also make use of social media networking platforms and regular emails to send timely updates to customers. 

A successful business should make sure to sustain existing customers while also keep increasing the customer base. Hence, time review and evaluation of your Customer Relationship Management strategy are important. It also helps the business thrive in a healthy competitive environment. 

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