“When you’re busy, avoid taking the quickest action. Instead make the extra effort to truly serve the customer.” - Marilyn Suttle
Service is the action of helping or doing work for someone and customers are willing to go the extra mile in order to receive quality customer service. It’s critical to your success that the customer has a positive experience every time they come in contact with your brand, which is why that last mile counts. Your third party logistics company should flawlessly represent your brand and continuously provide unparalleled white glove delivery service.
Harley Manning, vice president and research director in the Customer Experience practice at Forrester, and coauthor of Outside In: The Power of Putting Your Customers at the Center of Your Business. explains that, “customer experience goes to the heart of everything you do: how you conduct your business, how your people behave when they interact with customers and each other, and the value you provide. You literally can’t afford to ignore it, because your customers take it personally each and every time they touch your products, your services, and your support.”
According to Manning, here are three ways your customers judge their experience:
How well you meet their needs
How easy you are to do business with
How enjoyable you are to do business with
Make sure your 3PL provider promotes your brand and helps you excel on all three levels.