Customer Experience dynamics of shipping and logistics are changing rapidly. Digital solutions are evolving, ecommerce growth is accelerating, and both shippers and recipients increasingly expect more from retailers and shipping companies.
In order to unlock market share in this new world, adding value by creating high-impact customer interactions that grow loyalty is paramount. By providing an in-depth understanding of what your customers need and expect, The Verde Group can help you avoid loyalty erosion, drive spend and share and stay ahead of your ever-evolving environment.
The Client – a leading global shipping and logistics company – was seeking a better understanding of the key CX components within its competitive landscape, including:
Understanding the science behind The Verde Group’s Revenue@Risk® methodology, our Client knew that the key to radically improving their CX performance was in understanding the nature of problems and friction points damaging customer equity. The over-arching purpose of their partnership with The Verde Group was to identify the specific customer experiences hurting loyalty across a wide range of channels and circumstances.
To provide our Client with the data and insights necessary to guide CX improvement investment and gain competitive advantage, The Verde Group conducted a deep dive Revenue@Risk® baseline study with over 4,500 Client customers and an additional 3,200 Competitive customers.
Revenue@Risk® analysis is a unique, proprietary analytic methodology that quantifies the financial impact of customer problems to answer these key business questions:
With the data from Revenue@Risk® analysis in hand, The Verde Group zeroed in on the specific friction points driving loyalty erosion with the Client’s Shipper and Recipient customers. The insights derived from the analysis provided our Client with a baseline view of their current CX, while also highlighting those CX areas that delivered the highest ROI in terms of loyalty growth and friction reduction. This equipped our Client with the insights necessary to focus their CX improvement efforts based on clear financial prioritization.
Upon acting on the insights from the Revenue@Risk® study, our Client realized three significant areas of benefit:
Through initiatives identified by the regular monitoring of performance, improvements were realized in several of the top pain point areas including: