Customer Experience: How has it contributed to the success of J.B. Hunt?

When you think of customer experience, where does your mind take you? Does the phrase give off a negative or positive connotation due to past interactions with a company representative via email or phone? I would bet that most customers that hear the phrase ‘customer experience”, are probably petrified because they think of a worker sitting at a desk taking dozens of calls all day and treating the customer as a number rather than a valued customer that has a problem that needs to be solved. I can proudly say with the amount of knowledge I have gained the past couple of weeks being an intern at J.B. Hunt in customer experience, J.B.Hunt has completely redefined the definition of how a customer is treated and their experience consuming services provided by J.B.Hunt Transport Services!

So what exactly is customer experience? Customer experience is where representatives can be the go to for our customers to create a trusted,recommended, and valued experience. Customer experience manages customer accounts,relationships within the experience of the customer, and responsible for growing their business. During my onboarding process, I was heavily encouraged and excited to see that customers that I deal with will be valued by my team where we are constantly going before our customers and setting them up for success by managing their accounts. J.B. Hunt desires customers to trust them with their business and customer experience is the reason why they can trust us due to the engagement between J.B. Hunt and the customer. If the customer is not experiencing what they desire out of your company then how are they going to give you their business that provides the income and revenue for their company. Customer Experience is the “middle man” because as our sales team makes the sale on lanes for that customer to transport freight, customer experience makes sure that loads are being booked and appointments are set on time. The relationships that customer experience have developed are through understanding and discovering how a customer operates and tailoring your services towards them. I have learned that these customer accounts were once seeds but through the team's effort by constantly watering and growing them to be where they are, took deep intentionality with each customer. Whether you are a customer that desires a load to be transported once every other month or a customer that has loads constantly being transported you are valued because of customer experience and J.B. Hunt desires trust with their customers.

J.B. Hunt as of recently has moved up spots in the fortune 500 list to being in 280 of 500. This shows one thing that will never change in the culture of J.B. Hunt and that is growth. CEO John Roberts stated that in his thirty years being with J.B. Hunt starting as a manager trainee to being named CEO a decade ago, the constant thing about J.B.Hunt is evolution and the ability to adapt to the needs of a customer and being open to change to better serve our customers. The growth of this company is solely through putting our customers first and our founders desiring big things for them by trying to make problems solvable. I remember Dr. Stephanie Thomas stated in my supply chain class this past fall that supply chain is the art and science of integrating the flows of products, information, and financials through the entire supply pipeline from the supplier to the customers, customer. J.B. Hunt’s art is the way they treat their customers by constantly not allowing “no” to be an option in serving their customers in the transportation world. J.B. Hunt has grown and will continually grow because they allow customers to bring their problems and say “yes” because they will not take “no” for an answer.

Works Cited?

J.B. Hunt Keynote November 10,2020, Freight Waves.