The Importance of Customer Experience in Logistics Delivery

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The Benchmark International 2024 Global Transportation & Logistics Industry Report reveals that the global freight & logistics market is expected to grow to $18.69 billion by 2026, at a compound annual growth rate (CAGR) of 4.4%. The global logistics market is anticipated to reach $6.55 trillion by 2027, growing at a CAGR of 4.7% between 2022 and 2027.

The freight & logistics market includes belgium whatsapp number data transportation, warehousing, management, delivery, consultation, packaging, and legal services, and enables companies in all sectors to store and transport resources such as equipment, inventory, food, and materials to their desired destinations.

Across all industries, the cost of acquiring new customers typically outweighs the investment needed to keep existing ones — often by a factor of five. This holds true for the logistics sector, where businesses that focus on building reliable relationships with their existing clients tend to thrive, in comparison to organizations that must continuously scramble to attract new customers.

In the logistics industry, ensuring that your customers have a smooth and satisfactory experience with their shipments is key. At an operational level, this requires you to streamline and optimize all critical processes. This runs the gamut from creating detailed profiles on prospective clients, to updating customer lists, to scheduling deliveries and appointments, to actively managing your communication with clients.

Companies that excel in customer experience management enjoy a range of benefits, including greater customer loyalty, positive recommendations, better market share, and higher profitability. However, research by PricewaterhouseCoopers (PwC) indicates that customer experience in the overall transport and travel sector (which includes freight & logistics) is less mature than in other industries, such as telecommunications, retail and consumer goods, and financial services.