Unstable incoming cargo volume is a drawback of all logistics product operations. If the front-end marketing is very successful, but the back-end operation cannot keep up, customers cannot be retained. First of all, we must pay great attention to user experience and service quality. The operator of ToB is the “chief customer manager”, and the operator of ToC is the “chief product manager”. Therefore, we must constantly experience, innovate and iterate the company’s products, return to the origin of the product itself or customer needs, use data to look at the market and positioning, and pay attention to core indicators such as timeliness rate, delivery rate, completeness rate, complaint rate, loss and damage rate to ensure quality and competitiveness.
Secondly, service must have a reputation, and we must attach importance to the marketing and communication of customer word of mouth. The root of homogeneous competition is the single customer structure in the market. Under the same service conditions, the most important thing is to build a brand and trust. The performance levels of ETA, ETD, OTD, L&D, etc. during marketing should be adhered to. Offline, you can participate in some cross-border e-commerce conferences, exhibitions, lecture tours and forums to explain brand stories, success cases, network layout, market demand and pain point solutions to customers. In addition, it is necessary to build a new customer management model, improve the professionalism of employees, establish precise marketing in different scenarios for individual customers and large customers, and pay attention to the differences between the first feelings of individual customers and the demands of customers who ship by agreement. The front-line business faces customers directly, and is the gathering point of experience, process, system, etc., and the mobility of logistics personnel is very large. Therefore, unlike market knowledge, operational knowledge also needs to include Master the entire operational details of foreign trade logistics.
In terms of after-sales customer service, it is necessary to establish an integrated service system of online marketing, operations, after-sales and social systems, and the online “two microblogs and one terminal” should be well connected with internal operations to ensure that customer demands are responded to in the first time. Excellent customer service can greatly reduce the number of customer complaints and negative reviews, and proper response can even reduce the number of claims. Account period is a common difficulty in the logistics industry. Logistics is a high cash flow industry similar to the retail industry, but if e-commerce customers account for a large proportion, then agreed delivery, monthly settlement or quarterly settlement period is very common. If the merchant cannot figure out the accounts himself , if the logistics company’s reconciliation statement is delayed, the collection period of logistics fees can be as long as several months. However, airlines and shipping companies require cash or prepayment, which makes the logistics company’s cash flow stretched. If there are freight forwarders in the middle, there will be many risks in the capital chain. And if there are difficult groceries transferred to peers and resources are dug up by each other, the payment period will be further extended. Moreover, logistics accounts have always been very messy. Due to factors such as inconsistent transportation volume, abnormal handover, weight difference, price fluctuations, etc., there may be some cross-category products with incorrect tariffs and under-calculation of freight in remote areas abroad. Therefore, electronic payment, reconciliation and settlement based on online systems are very necessary.