The importance of customer satisfaction in global supply chain management

By maintaining high levels of communication and customer service, you enhance your company’s reputation. Customers are often less concerned about issues arising than they are about how you deal with issues and how you communicate with them. If a customer can rely on your company, they will continue to use your business. But, before you make a promise to a customer, make sure that it can be fulfilled first. Consumer goods often have a very short lifetime, so the quick response time to customers and accurate information is essential.

• Game involves decisions about logistics activity levels and hence service levels.
• In terms of human resources, LSPs oftentimes suffer from insufficient number of people with digital capabilities (e.g. good computer and smartphone applications literacy).
• Most often the problem lays down in the intra-firm collaboration between the IT department, which in most cases leads DT projects, and operations, which usually are the future owner of the solution.
• It might not be at the top of everyone’s favorite customer service skills list, but strong problem-solving may mean the difference between a less-than-satisfactory outcome and one that everyone can be happy about.

That being said, nothing can replace the good-old personal touch when it comes to customer interactions. Offering personalized and customized support can make your customers feel valued and set you apart from your competitors. The term customer success first originated in the ’90s but has gained greater traction over the past decade, especially in the world of SaaS.

Product knowledge

The delivery gap is the difference between service standards and policies and the actual delivery of the service. In this situation, frontline service workers know what to do to delight the customer; they simply aren’t doing it. For instance, management may have established a policy that the front desk phones get answered on or before the second ring, but the front desk employees are allowing phones to ring much longer before answering. This gap may arise improper training, lack of capability on the part of employees, unwillingness to meet the established service standards, or staff shortages. Logistic companies use AR/VR to transport goods, ensuring the delivery of goods is safe, on time, and effective.

• This will push these customers to get their known ones to use your company products r services.
• In order to establish a long-term relationship with the customers, and in order to gain the loyalty of the customer, the focus of the customer service should be shifted product-oriented strategy to customer-focused one.
• Automated software can help streamline processes, save time, and reduce costs.
• The courier should be able to communicate effectively and efficiently and be available when the customer needs them.

The person receiving the escalated ticket is typically a supervisor or manager. Adopting AI technology to help you respond to tickets can lower your cost per resolution. As a bustling online retailer, chat has played an essential role in deflecting call volume by 40 percent and allowing agents to carry out multiple conversations at once.

Customer Service

Great customer service experience ensures that customers will make the brand a part of their lifestyle and persona, and use the brand services and products regularly. Even when it comes to ancillary services, consumers are more willing to work with a business that they’ve had a great experience with, than find a new business or brand to engage with. While monitoring all these KPIs can become overwhelming, especially for small businesses, programs like Plectoare effective for keeping track of KPIs. Plecto is an engagement and motivation platform that enables companies to build custom KPIs while providing real-time reports, contests, and achievements for their staff.

All of these are possible when logistics professionals incorporate logistics technology in their operations, serving as a catalyst for competitiveness in the industry. A logistics CRM plays a crucial role in consistently securing more shipments. A CRM has a sales pipeline that you can use to track as your leads go through your sales process until they become your customers. The sales pipeline helps pinpoint areas of friction across the stages of your sales, enabling you to optimize conversion rates. Using a logistics CRM, you can utilize your customers’ data to foster long-lasting relationships with them.

Automation saves a considerable amount of time and money because manual interference is eliminated, especially with regards to repetitive tasks. Automating core logistics operations like scheduling, task allocation, roster management, route planning among others can reduce costly errors, improve customer service, and drive high-levels of operational excellence. Automation ensures speed, accuracy, quality, and efficiency when it comes to the execution of operations.

You can use these metrics to identify areas that need improvement and make the appropriate changes or adjustments in your network to keep every aspect of the supply chain on track. Monitoring the performance of each function and at each stage of the supply chain will empower data-driven decisions. Additionally, this level of performance review allows companies to present issues before they occur and take corrective actions.

Customer reviews on third-party product review websites can provide you in-depth insights into how customers perceive your product as well as your support quality. Overall Resolution Rate — the average rate at which customer requests and issues are resolved by your support team. Some customers prefer email support, while some prefer finding solutions to their issues themselves. Meeting customers wherever they want, and providing them consistent support across all channels can dramatically improve their experience. Omnichannel support is all about lowering the effort it takes for customers to have their problems resolved.

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2.2. Relative importance of customer service elements

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