customer service

White Paper: 2024 Customer Service Trends in the Supply Chain

CX is Mission-Critical

In today’s landscape, where high customer expectations define industry standards, assessing your CX is vital. Does it measure up? Explore DDC FPO’s report, 2024 Customer Service Trends in the Supply Chain offers an in-depth analysis, revealing:

  • Evolution of customer expectations
  • Strategic enhancements for competitive edge
  • Data-driven insights for ROI growth

Unlock actionable strategies to exceed today’s standards. Access our white paper now for:

  • Key CX challenges and...

https://www.freightwaves.com/news/white-paper-2024-customer-service-trends-in-the-supply-chain

White Paper: Customer Service Trends in the Supply Chain

Most companies have yet to reach their potential for customer service ROI. Customer service can be a profit center for those in the supply chain, as providing a positive experience builds customer trust and contributes to retention.

About 36% of respondents were unsure whether their organization’s customer service operation drove ROI in 2022, and 19% did not. That’s 55% of respondents for whom customer service still needs to provide clear ROI.

Learn more in “Customer Service Trends in the Supply...

https://www.freightwaves.com/news/white-paper-customer-service-trends-in-the-supply-chain

Personal customer support at center of Maverick Logistics’ TMS success

Logistics is a diverse industry, and the businesses within it have unique operational needs that are only becoming more complicated because of the ever-shifting transportation market.

A logistics business entrusts a lot to its transportation management system. Many of its core business processes and data are entrenched in one system and the flexibility of its operations often depends on the program it uses. 

A TMS becomes a partner to the business as it’s used to overcome problems in workflows...

https://www.freightwaves.com/news/personal-customer-support-at-center-of-maverick-logistics-tms-success

Personnel capacity challenges extend beyond driver retention

Customers across every industry have higher expectations than ever before. Quality and quick service at affordable prices are baseline standards. Logistics is grounded in serving customers, so providers like carriers and 3PLs must not only meet but exceed these demands to keep and attract business.

In a recent Industry Update, FreightWaves sat down with DDC FPO’s Donna Kintop, senior vice president of client experience for North America, to learn what DDC’s clients are coming to her with and...

https://www.freightwaves.com/news/personnel-capacity-challenges-extend-beyond-driver-retention

Trucking is a commodity, service is not

Trucks on the road. (Photo: saferoads.org)

I have been around trucking for 42 years – literally my whole life. My grandfather and father began trucking companies. I began to learn about trucking when I was very young, because I grew up in a trucking family. Family dinners and vacations revolved around trucking. It would be unusual for my family to go through a single dinner without something about trucking coming up. 

I learned about economics from my father, but rather than talking about the broader economy, his lessons about the...

https://www.freightwaves.com/news/trucking-is-a-commodity-service-is-not

Intermodal Summit: Adapting to customer needs in a pandemic

Union Pacific discusses expanding the customer experience in a pandemic.

This fireside chat recap is from FreightWaves’ Intermodal Summit Wednesday.

FIRESIDE CHAT TOPIC: Delivering on customer experience during the pandemic

DETAILS: Elise Gosch discusses how customer needs have changed over the past year and a half and how Union Pacific is investing in its network and technologies to deliver a superior customer experience to its intermodal shippers.

SPEAKER: Gosch is the assistant VP of intermodal sales at Union Pacific.

BIO: Gosch has been with UP for more than 18...

https://www.freightwaves.com/news/intermodal-summit-adapting-to-customer-needs-in-a-pandemic

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