Anthony Nuzio Jr ICC Logistics CCO

The Customer Experience Through the Eyes of a CCO

As a Chief Client Officer, I’m acutely aware of the customer experience.  It is my job after all, to make sure my clients are getting top level service and support.  So,  from minute one of any interaction with a company, I am watching how they interact with me, the customer and what I can ultimately learn from my experience and bring back to ICC and implement.

When I see a company that goes out of their way to make me feel appreciated, I pay attention and take notice.  One such experience I’d like to share with my readers.

I recently joined o2 Fitness, a chain based mainly in the South Eastern region of the United States.

Upon joining, I immediately received a call from a personal trainer asking me to meet to discuss what my goals were, evaluate my ambitions when it comes to my health and to ask how they can help me achieve these goals.  They walked me through every aspect of the gym experience, all the while showing excitement and pride in their brand.

Even though I consider myself a seasoned gym goer, I truly felt like I had made the right decision. Not an easy feat when you just signed a year’s contract, right?

No buyer’s remorse. Why you ask?  Because, they convinced me that I made the right decision!

They immediately showed me what I call, my 3 C’s of customer service:  Compassion, Commitment & Comradery.

When we seek a new business relationship, we seek compassion.  We need to be assured that our partner is conscious to our needs and is willing to work with us to achieve a common goal.

We seek a committed partner, someone who will work tirelessly to achieve those goals.

We seek camaraderie, a feeling of inclusiveness, of being one part of a whole of this new business relationship.

I know that if we apply the 3 C’s of customer service to every client, just as o2 did for me recently, we can make sure each and every client is thrilled that they signed on the dotted line.

ANJr
Anthony Nuzio, Jr., Chief Client Officer
Email:  anuzio@icclogistics.com
Phone: (910) 274 2564

Anthony Nuzio Jr ICC Logistics CCO

My Top Tip for Creating Authentic Business Relationships

As a Chief Client Officer, I often wonder, who is it that my clients see when they see me, listen to me, or talk to me about their business challenges? We often don’t think about how our customers see us, we are too preoccupied with the task at hand, keeping the client happy, doing the job.

But creating real, authentic relationships with your clients and strategic partners is about creating strong bonds.   Very often, our experiences with other customer service professionals are unpleasant.  We notice a level of insincerity, and we don’t “know” them…so how can we trust them?

In turn, we probably question the relationship.   If our customer service professionals can’t be sincere and transparent with whom they are as a person, why would I want to listen?  Why would I trust them?  Am I truly comfortable?

I would venture to surmise that these people, in everyday life, are fun loving, outgoing people, who are well liked and command respect and attention.

It’s when they get in front of their client where their personality changes.  They become someone else.

It’s as if they tuck their true self away in a pocket, and another person comes out. They talk to the customer through a robotic, by-the-book version of an old fashioned, outdated business etiquette handbook.

To remedy that, my top tip is to put yourself in your customer’s shoes.

You see, I believe that the best relationships with clients often happen when you can just be yourself. When you feel comfortable with clients, they feel comfortable with you.

“To thine own self be true” was Polonius’ advice on how to be successful, and being true to yourself is how you connect, truly connect, with your clients.

Here’s my advice.  No matter what, don’t be like those “so called” customer service professionals with a split personality. When you hide your personality, you’re hiding your most valuable asset. YOU!

ANJr
Anthony Nuzio, Jr., Chief Client Officer
Email:  anuzio@icclogistics.com
Phone: (910) 274 2564

IFTLC annual conference

International Furniture Transportation and Logistics Council (IFTLC) 56th Annual Conference

FOR IMMEDIATE RELEASE
CONTACT: Christina Eyuboglu
516 368 4387
Christina@MaviCreative.com
www.mavicreative.com

 

THE INTERNATIONAL FURNITURE TRANSPORTATION AND LOGISTICS COUNCIL (IFTLC) ANNOUNCES 56TH ANNUAL CONFERENCE IN FORT LAUDERDALE, FL

— Daniel Pronovost of Sears Canada will Keynote–

Brooklyn, Michigan, March 2016—The International Furniture Transportation and Logistics Council (IFTLC) will hold its annual conference on May 10th through 13th at the Lago Mar Resort and Beach Club in Ft. Lauderdale, Florida. One of the most anticipated events in the furniture transportation industry, the conference is attended by hundreds of leading furniture manufacturing, retail, transportation, and logistics executives from around the world. This year’s keynote address will be presented by Daniel Pronovost, Director, Home Delivery Operations of Sears Canada,Inc.

With over 20 years of experience, Mr. Pronovost is a progressive executive within in the customer service, operations, sales, retail, and logistics industries. In addition to Sears Canada, he has held high level management positions in established home appliance and furniture businesses including Appliance Canada, Corbeil, Wise Buy Home, and Hudson’s Bay Company.

Additional presenters at the conference include:

  • Patrick Cory, CEO, Cory Home Delivery
  • Ray Kuntz, Chairman/CEO, Watkins & Shepard
  • Greg Ritter, Chief Customer Officer, XPO
  • Bruce Tompkins, Partner and Executive Director, Supply Chain Consortium, Tompkins International

Other events include two panel sessions with industry experts in the fields of transportation and logistics, and an open form discussion. The Home Delivery Session will be moderated by Peter Ross, Director of Logistics at Z. Gallery, and will feature a panel of manufacturers, retailers, and carriers discussing key issues, plus new regulations and innovations impacting home delivery. The Importing Session will be moderated by Jeff Sears, International Traffic Manager of Art Van Furniture, and will feature a panel of industry experts discussing current issues affecting the transportation of ocean freight. The Open Form Discussion will provide attendees the opportunity to bring up topics to review with the speakers and the group in a no-holds-barred forum.

The program will also include several activities geared toward both conference attendees and their guests, many which are free of charge for the guests.

For a full list of speakers and conference events, please visit: www.iftlc.org.

For more information on the conference or to register, please visit www.iftlc.org or email Russ Matthews at Russ111@comcast.net. Registration rate is $645 for members and $745 for non-members. Discounts are available for non-member attendees that sign up for membership at the time of registration.


ABOUT IFTLC

IFTLC’s mission is to act as a resource to those in transportation and logistics functions in order to help them become more engaged, knowledgeable and effective at their jobs.  The organization also publishes a monthly newsletter to help members stay abreast of industry trends, latest legislation, events, and much more.  The organization holds a much-anticipated annual conference where all the segments of the logistics industry (retail stores, manufacturers, e-tailers and transportation companies) meet together to share ideas and gain important knowledge on industry topics. www.iftlc.org

Anthony Nuzio Jr ICC Logistics CCO

The Role Of The CCO (Chief Client Officer), And What It Means For You

Whether you are a valued client, a trusted strategic partner or simply someone looking for information on how to save on your logistics expenditures, you will benefit from my new role of Chief Client Officer.  Allow me to introduce myself. I am Anthony Nuzio, Jr. the new CCO here at ICC Logistics. Yes, I am the son of ICC’s founder, Tony Nuzio.  ICC is a family owned and operated business that has been providing its clients with the support and services to reduce rising shipping costs for the past 40 plus years.  I spent the early part of my career at ICC as an Auditor and Analyst and now I’m proud to be back on the team after 12 years working in client relations for Mayflower Transit and United Van Lines.   ICC’s goal has always been to create an environment of transparency where you feel comfortable with the level of work we are doing for you and where you never have to question the reason you came to ICC in the first place.

In my new role, you will now have the opportunity to connect with another person looking out for your needs, a listening ear, a helpful hand, getting you to the right place, with the right team members and helping you get the answers you need, when you need them.

My background in client relations didn’t come by accident. It happens to be what I’m good at. It’s what I do, and quite frankly, it’s part of my DNA.

You see, simply, I like people. I like to talk to people, but most importantly, I love to listen. It’s who I am.

Listening is how you know your customer.

I want to hear from you. I want to know things like…

Are we doing everything we said we would do when you signed on the dotted line?

Are you getting the most out of your relationship with ICC?

Are you fully aware of the vast array of services ICC can offer you?

Most importantly… Are you 100% satisfied with the relationship between you, your company and ICC? If the answer is no, let’s talk about getting that satisfaction rating to 100%.

Our commitment to you is our best asset. You see, as a family business, You, our customer, our partner—you are part of our family.  So let’s get to know each other…

You’ll be hearing from me soon and as always, feel free to contact me at the number or email below.

Cheers to your continued success!

ANJr
Anthony Nuzio, Jr., Chief Client Officer
Email:  anuzio@icclogistics.com
Phone: (910) 274 2564

Tony Nuzio, CEO of ICC Logistics, Featured In January 2016 TransDigest Article About UPS’ New Fee, “Third Party Billing Service”

trans-digestAn article about UPS’ “Third Party Billing Service” was just published in the January 2016 issue of TransDigest on Page 9. Written by ICC’s own Tony Nuzio, the article clarifies what shippers need to know about the new fee, which many shippers will begin to see on their weekly UPS invoices.

Tony suggests that, after reading the TransDigest article, shippers “take a close look at their weekly UPS invoices to evaluate and determine exactly what the total impact of this new fee will be on their business.” He also suggests that “shippers should make sure before they attempt to make a Third Party billed shipment via UPS in 2016 and beyond, that the intended payer of the freight charges does in fact have a valid account with UPS, or stand the risk of receiving chargebacks from UPS.”

A PDF of the article can be accessed and downloaded here: TransDigest, January 2016