In our recent webinar From Good to Great: Leveraging Technology to Give Customers the VIP Treatment, Logixboard VP of Sales Beth Thorson and Averitt Express VP of International Solutions Charlie McGee shared their experiences and strategies around leveraging technology to differentiate their business in a competitive market.
The recent shifts in global dynamics have not only reshaped the way businesses operate but have also fundamentally altered the relationship between shippers and their logistics providers. As we navigate these changes, our speakers identified five key takeaways to take the relationship from good to great in this value-packed discussion:
1. Supply Chain: From Background to Forefront
The environment of just-in-time activity has brought supply chain management to the forefront of business consciousness. Previously operating in the background, logistics now commands center stage as people realize its critical role in keeping the world running smoothly. Effective communication and problem-solving have become the new norms in an era where adaptability is paramount.
2. Redefining Expectations through RFIs
Requests for Information (RFIs) have become litmus tests for changing expectations in recent years. From visibility platforms to sustainability initiatives, shippers are increasingly seeking logistics partners who align with their values and offer innovative solutions. The emphasis on CO2 emissions reduction and environmental stewardship underscores a significant shift in priorities within the industry.
3. Tech and Experience: A Symbiotic Relationship
While technology continues to revolutionize the logistics landscape, it cannot replace the human experience and expertise crucial to navigating its complexities. Supply chain professionals serve as the bridge between the blue-collar and white-collar worlds, blending specialized knowledge with data-driven insights to ensure seamless operations. The key lies in striking a balance between technological advancements and hands-on execution to meet evolving customer demands.
4. Tech as a Competitive Advantage
In a fiercely competitive market, technology has emerged as a potent tool for securing customer loyalty and gaining a competitive edge. The pandemic-induced upheavals accelerated the adoption of technology-driven solutions, allowing logistics providers to offer unparalleled visibility and responsiveness to their clients. By investing in tech capabilities, companies can enhance their stickiness in the market, driving long-term growth and sustainability.
5. Empowering Sales Teams with Technology
Far from detracting from the human touch, technology empowers sales teams to deliver superior service and build stronger relationships with customers. By equipping sales representatives with cutting-edge tools and platforms, logistics providers can instill confidence and eliminate the fear of technology adoption. Tech becomes not just a qualifier but a catalyst for showcasing the unique value proposition of each forwarder, enabling them to compete at optimum levels while preserving their identity.
As the logistics landscape continues to evolve, adaptability and innovation will remain the cornerstones of success for shippers and logistics providers alike. By embracing change and leveraging technology to amplify their strengths, logistics service providers can chart a course towards greater customer experience, efficiency, and resilience in the face of future challenges.
Learn more about how growth-focused freight forwarders are booking more meetings and closing more deals with customer experience tech. Watch the full discussion here.
