Does Carrier Performance Affect Enterprise Shipping?
Posted by Rachel Rodenborg on Wed, Oct 12, 2011 @ 03:05 PM
In enterprise shipping, how does carrier performance affect your organization?
In tooling around the web today I stumbled upon a forum of disgruntled consumers who had used a certain parcel carrier (whose name I will not repeat here because the reviews were so incredibly terrible) on purchases they had made and who were unhappy with the service they received.
Seriously unhappy about the service.
Some consumers reported that delivery attempts were said to have been made but no one rang the doorbell or knocked on the door even though someone was home waiting for the package. Others reported packages being returned to the sender for no reason at all, with no advanced notice that delivery attempts had been made. Others reported damage to their property during the delivery and all of them reported rude or unconcerned customer care representatives at the end of the toll-free customer service lines.
Does a poor product or poor customer service on the part of a parcel shipping carrier affect your product and organization’s reputation?
I’d venture a guess that it does.
While you can’t directly control the actions of a third party carrier and whether they deliver a product as they say they will, it comes down to guilt by association. My grandmother always said, “Lie down with dogs and you’ll come up with fleas.” The same could be said here.
With that premise in mind, your organization can affect considerable changes to the service your customers receive at the hands of the shipping carrier by taking customer complaints to heart. Take any shipping complaints you receive seriously. Investigate what happened. Advocate for your customer with the carrier. If necessary, take your parcel shipping business elsewhere.
To learn more about how you can revolutionize your enterprise shipping function, watch the on-demand webinar, Seeing (Shipping) is Believing today.
