Exceptional Service is Key in Today’s Shipper’s Market

As of right now in the logistics industry, it is a shipper’s market. Shippers are in a commanding position where they can make the calls on who they want handling their shipments. Yet in survey after survey whether through a broker or carrier association, shippers continue to look for one thing above all else: exceptional service. They demand more than just the delivery of their goods; they seek a seamless, end-to-end customer experience. It is our responsibility to provide great service to all our customers and ensure that every delivery arrives undamaged and on time because with this type of market, shippers can easily go elsewhere.

With the market we’re in, shippers are looking for a more profound relationship with their supply chain partners. They’re not just interested in one-off transactions but rather wish to establish long-term relationships with these partners. They’re looking to build and expand their supply chains so that they can grow their business. Shippers want to work with human beings, be they brokers or carriers and seek a personal connection with their logistics providers. They want someone to trust and rely upon because every shipper knows what it has felt like to receive lackluster service – whether that be not receiving updates, their shipment arrives late or damaged along the way.

While there is little doubt that there are many freight brokers who provide excellent service for their customers, one of the harsh realities is that exceptional service often comes from one individual handling the shipper’s account. If that person were to leave, the shipper is at risk of dealing with a new account manager who may not have the same dedication as the previous person did. Calls may go unanswered, details may get missed and other errors can cause frustration for the shipper. Furthermore, the turnover rate at freight brokerage firms is high, making it challenging for shippers to establish long-term relationships with their account managers. It is our opinion that the most successful shippers partner with a reliable carrier that is dedicated to their success and provide a consistent, reliable service that is invaluable to growing their business.

Here at Zip Xpress, we understand the importance of providing excellent service, regardless of the type of market we’re in. We’re here to work with our customers and provide them with the custom carrier solutions that will get their shipments to their destination on time and undamaged, no matter what. We will work with you to build your supply chain as you see fit and provide you with the guidance you need to move forward with building your supply chain. With our focus on establishing and deepening our long-term relationships, you’ll see why we’ve been able to maintain a 99% satisfaction rating with all of our customers for more than 20 years. To see for yourself, start today with Zip Xpress!