Logistics: the four keys to a successful customer experience

In an increasingly demanding BtoB environment, service is no longer limited to the simple quality of the products: it extends to a flawless customer experience. Faced with increased competition, customers have a multitude of options, and the choice of your business is based as much on the excellence of your offers as on the fluidity and quality of interaction. Logistics thus plays a decisive role in customer loyalty and the development of a company.. This area, which is often perceived as purely technical, has a direct impact on the customer experience. A delay in delivery, a lack of information, an error in the number or nature of the products delivered can quickly deteriorate the relationship with the customer. What are the four main drivers of a successful logistics experience?

1. Responsiveness: fast logistics for satisfied customers

Why is responsiveness essential in logistics?

Responsiveness has become a key factor in logistics and customer experience. Of delivery times considered too long can deter a customer from contracting with a company, as well as the impossibility of monitoring the status of your order in time. Problems of late delivery are more and more frequently reasons for breach of contract, or at least dissatisfaction that weakens relationships with the provider. A good reactivity of the supply chain not only ensures fast deliveries, but also makes it possible to effectively manage returns and unexpected events.

Good inventory management is also part of the service required by customers. It is less and less conceivable to not be able to fulfill an order because of rOut of stock. Once again, these types of incidents degrade the confidence of buyers in the company and its image..

How to guarantee optimal reactivity thanks to expert customer service?

Ensuring the regularity of a supply chain and satisfying its customers is in reality equivalent to establishing a premium quality and real-time monitoring of each logistical operation. To guarantee maximum logistical responsiveness, it is essential to have advanced tools, making it possible to have permanent visibility of operations.

This is what Stockoss, the logistics 2.0 expert, offers businesses: a complete centralization of all logistical information, accessible in real time thanks to its digital platform. This makes it possible to respond to customer requests quickly, flexibly and accurately, without errors or delays. Ce inventory and flow management software (OMS) simplifies your logistics management, and helps prevent delays and solve problems before they impact customer satisfaction.

2. Customization: adapting logistics to the specific needs of customers

Your logistics department may be fully integrated, unless you use a 1PL or 2PL provider. Whatever its exact configuration, it must be flexible enough to offer your customers personalized services.. Each business sector has its own requirements: the luxury sector will require careful management of deadlines and storage conditions, while the food industry may require specific conservation conditions and often very short deadlines, for example.

Personalized logistics ultimately means excellent customer service, which strengthens customer trust and loyalty : they know that their interlocutor understands their needs and that everything is being done to meet them. For example, as part of a project with the Figaret blouse What Stockoss has Assembled reusable furniture directly in the warehouse before each pop-up was opened, offering the best speed and unfailing flexibility.

3. Communication: the importance of keeping the customer informed at every stage

In a logistical context, communication with customers is also a fundamental criterion for guaranteeing a successful customer experience. A bGood management of information throughout the supply chain helps prevent problems before they occur, while reassuring businesses at every stage.

Proactive communication is particularly necessary in e-commerce, but also for sales in stores, in events or in logistical relationships between a producer and its distributors. A stock problem, a delivery problem due to a traffic jam or a vehicle failure are relatively frequent incidents. In order to preserve the status of very minor incidents that do not impact customer activity in any way, immediate reactivity is essential. As soon as the incident occurs, the logistician is alerted: he can inform his customer and urgently find solutions to remedy it.

This is why, beyond regular information, the ideal is to give the customer total and permanent visibility of the state of logistics operations. Thanks to advanced technological tools, each customer has access to their stocks and flows in real time.

The dedicated Stockoss portal allows each company to consult orders, obtain up-to-date information and anticipate delays through personalized alerts.

4. Seamless management of the unexpected: prevent and solve problems quickly

In any supply chain, unexpected events are inevitable: transport delays, stock errors, supply problems. The ability to prevent and manage these unexpected events is a good indicator of a successful customer experience. A responsive and well-prepared logistics department can turn a difficult situation into an opportunity..

Logistics and customer experience: the assets of Stockoss

how achieve a successful customer experience in logistics ? En choosing a logistics partner taking charge of the entire supply chain, while also leaving you in control.

Specializing in outsourcing the management of the entire supply chain for BtoB companies, Stockoss draws its strength from:

• Its WHO, a high performance software inventory management and intuitive flows;
• One network of more than 50 carriers,
• More than one twenty partner warehouses,
• And an expert team, including a dedicated customer service that guarantees personalized and effective support.

Thanks to this set of lines of strength, Stockoss can thus guarantee its client companies both reactivity, personalization, transparent communication and effective management of unexpected events.

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