What are some of the key challenges and opportunities for logistics customer service in the digital age?

Customer's expectations have risen and as the technology they have available to them in other industries increases, the more they expect from their logistics providers. Customer's want to know where their package is and that it will still be delivered exactly when they expect it to, early isn't always better. Logistics providers (and companies using logistics providers) need to remove as many barriers between the data and the end user as possible. They are also need to ensure the data is as accurate as possible. Here is a place where AI can make a difference. What data isn't right? Let's get that in front of a human.

-I wouldn't say that customers are expecting faster deliveries but on time deliveries, depending on the use case there can be quite a gap between fast and on time. Imagine your delivery is faster then expected, and the warehouse is full, that will only cause problems. - real time visibility will only help you, if the data is put into context, otherwise it s just a dumb dot on the map, that won't add any value. -Logistics are a commodity market, loyalty programs won't help you in terms of customer retention

One thing I have learned from my experience is - 1. earlier delivery does not mean on time ,2. Late delivery doesn't mean on time, 3. Only Timely delivery is considered as ON TIME

The culture of listening is the most crucial piece. This is true for all types of feedback solicited. Do not request feedback, if you are not prepared to act on the feedback. Logistics providers are the 2C leg but they are typically B2B relationships. As a result, surveys are less impactful. The best way to solicit and then act on feedback is using the established relationship between the sales rep and the client. There is so much you can learn about what's important to your customer's customer, what's changing, and where you are falling short by investing in this relationship.

you should specify if we are talking B2C or B2B. In B2B you will find only few if any reviews or ratings, as these relations and informations related are disclosed

In my experience, this is the biggest part of the whole article, and all the other sections relate back to it in many ways. Engaging, educating and communicating thoroughly with customers is how you earn trust, keep trust, foster growth and encourage adoption of digital technologies that can improve customer experiences. Having a good relationship with open lines of communication is how you can manage expectations and ensure consistency and quality service. A good relationship with customers is also how you gain understanding and get the feedback you need to constantly improve operations for the customer, and their customers.

With today's data, logistical companies can use such data to avoid customer churn. Customer engagement is also essential to ensure that they feel listened to and want to do continued business. Remember, it’s more cost-effective to maintain existing customers than onboarding new ones. You can also use customer education and need for information to your advantage by creating clear guides and articles with straightforward pricing. Using tools that allow customers to find the information they seek without asking for a quote or demo is a great way to stand out from other companies.

By actively involving customers in the innovation process, logistics providers can enhance the quality of their services while fostering a stronger connection with their user base. The digital tools mentioned, such as crowdsourcing and co-creation, enable a more dynamic, interactive engagement that harnesses the collective intelligence and creativity of customers. This not only leads to improvements in service delivery but also contributes to a more customer-centric culture. Innovation perfectly with the modern ethos of rapid prototyping, iterating, and pivoting based on customer feedback. This customer-focused approach is a potent driver for continuous improvement and differentiation in an increasingly competitive market landscape.

Today's digital age makes being ONLINE and REALTIME unavoidable. These should be the base line for all logistics efforts both internally and externally.