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Tag Archive for: customer service

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UPS Enhances Technologies through Supply Chain Division

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UPS has a Valentine’s Day present for its UPS Supply Chain customers.  The company has enhanced a number of technologies it offers Supply Chain customers through its Supply Chain Division.  When the UPS Supply Chain customers log onto Flex Global View, they will now see enhanced tracking and reporting capabilities in the following areas:

1.  New Ocean Container Dashboard –a visibility dashboard specifically for ocean containers. Information about containers can be sorted by carrier, port of loading and unloading, shipper, receiver, etc.
2.  UPS Transportation Invoices – customers billed in the U.S. and Canada can now view an image of the UPS invoice associated with their air and ocean freight shipments
3.  Improved Dashboards and Reports – enhanced and better organized for easier search and reporting requirements

UPS is on a mission to assure its customers that the company is committed to continually upgrading its technology to better serve its customers.  That’s what partnerships should be all about.

Read the original story that appeared in Global News Wire here

Anthony Nuzio Jr ICC Logistics CCO

A Quiet Customer is Not Necessarily A Happy One

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Let’s face it. We’re all busy.

Many of us customer service professionals are spread so thin these days that it’s often the case that we get lazy when it comes to checking in on our customers.

You know the ones; they’re quiet, they never complain, we’ve been doing business with them for years…etc.  So why open Pandora’s Box, right?

However with complacency comes risk. Risks none of us can afford.

The “quiet” scares me more than an unhappy customer. At least with a dis-satisfied customer, you have the opportunity to fix a problem which made your customer unhappy.

It also comes down to keeping yourself and your company relevant in a world where competition can scoop your customer away in the blink of an eye.

The implications of complacency are enormous. Outlined below are some of the implications of being complacent:

  • Turnover- what if the contact you’ve built a relationship with is no longer there and you have to start over with someone who knows nothing about you? It’s like starting the sales process all over again. Who wants that?
  • Competition– How would you know if your customer is shopping for a better deal? You’d be better off knowing that beforehand so as to have the opportunity to compete.
  • Relevancy– Does your customer know who you are? It’s not beyond the realm of possibilities to think that your customer has no idea who you are and what you do, especially if the only correspondence they have with your company is a monthly invoice, going directly to their accounts payable department.
  • Relationship- A friendly, trusting relationship with your customer goes a long way for so many reasons. If your customer knows who you are, if they like you and trust you, they will tell you if anything is wrong. In the case that they are shopping, they are more likely to give you a chance to compete or protect your relationship by giving you a head’s up.

Be PROACTIVE, not REACTIVE. Know your customers concerns before it becomes an issue.

Know your customer, but more importantly, let them know you!

Anthony Nuzio Jr ICC Logistics CCO

The Customer Experience Through the Eyes of a CCO

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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