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Customer Experience in Logistics Services: Key Areas to Lay the Foundation


Pragya Gupta

Content Writer @ Shiprocket

May 27, 2019

4 min read

While laying the successful business foundation, it goes without saying that customer is the king. And, delightful customer experience should be embedded within the very fabric of your mission.

Not only logistics but across a wide number of industries, the interactions between customers and businesses have changed dramatically. The claims suggest that we have now entered the age of the customers. Customer needs dictate the actions of the businesses.

The logistics industry as well seems to be ready to catch up with this trend. Customer experience offers a new foundation along with operational excellence. It is all about understanding what customers need. Logistics providers can no longer afford to ignore these requirements.

Customers First

Company culture is the foremost component in delivering excellent customer experience. It lays the foundation for everything else. Culture includes a lot of things from the post-sales service to the way customer service agents respond to the customers.

The reason why company culture is an unclear concept is due to the way employees interact with one another. This has a huge impact on the shippers, just as the direct interactions do. Without paying attention to the contribution that culture makes, all the efforts will fall flat.

In a vast industry such as logistics, a closely connected team is required to resolve customer issues with ease.

The Power of Quality

Quality for customers is nothing more than just meeting their expectations. Look for ways to improve your customer’s shipping experience. The customer’s ability to count on the product must not fail. Never let a small issue or problem overtake your customer’s needs. Greater efficiency in the delivery processes can lead to faster operational cycles.

For instance, if a customer has to catch a flight next evening and wants his product delivered in the morning then the carriers should make all the efforts to fulfill his expectations. Remember that in logistics, it’s always a customer who is most important. Going the extra mile for your customers not only leaves them satisfied but delighted by the customer service they have experienced.

Pro tip: The long term success of your business depends upon how you work with your customer’s insights. Quality is not only reflected in the product but also the whole customer experience.

Supply Chain and Historical Data

With the advancement in supply chain technology, historical data can be computed. Let data pave the way for customer service in logistics. This historical data can shed light on the customer experience and point the directions where improvements can be made. Tying the data and structuring them can help you understand the customer’s journey and his requirements.


Bringing innovation on board is a never-ending process. But, often innovations in the logistics services of the company are overlooked because of the importance given to the product innovations. But, it can be one of the most important areas where you can build your competitive edge.

Pro tip: To bring the culture of innovation in your logistics processes, opt for rapid experimentation. You can create higher market barriers by bringing some innovations as they are very difficult to copy.

The Bottom Line

Data, innovation and company culture are the three most important pillars of customer experience in logistics. Without paying attention to all the above components, winning applauding customer experience in logistics is difficult. To get a competitive advantage over your competitors and mitigation of the negative unexpected events it is advisable that you plan your logistics operations well. Logistics platforms like Shiprocket assist you with such issues. It can help you in timely deliveries, reducing costs and ensuring utmost customer satisfaction. Remember the challenge here is to strike a balance between the company profits and customer experience. Happy Shipping!

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