From bespoke packaging to better delivery communication, here’s how global logistics can help businesses put customer needs at the forefront.

To give your consumers the best experience possible, it’s more important than ever to have smooth logistics. By ensuring transparent communication and investing in efficient operations, businesses can enhance their brand perception and build customer loyalty.

According to 2023 research from Adobe, half of global consumers (50%) expect better experiences from brands when economic conditions become more challenging. This is because the digital economy has raised expectations across the board. 

For Claire Prance, Commercial Director at SEKO, logistics is the best way to deliver a good customer experience.

 

How can logistics help businesses supercharge customer experience? 

Logistics plays a key role in customer experience for a number of reasons. One of the key reasons is that it facilitates clear communication throughout the entire process and helps to keep customers informed at every stage. 

From the moment an order is received, to updates on shipping and estimated delivery times, transparency in logistics ensures that customers feel well cared for and in control. They also have the option to make changes if needed. 

The other side of customer experience in logistics is about using packaging to reflect the right experience for your brand. 

If you’re about good value, your packaging will be simple and quick to assemble. If you’re in luxury, your packaging will likely be aesthetically pleasing. If you’re promoting sustainability, the packaging is recyclable or reusable. 

If you're in need of cross border, it's about making sure that the process is seamless and easy. The marriage of these two elements keeps customers coming back.

 

How can businesses improve customer experience?

Are you a business looking to improve customer experience through logistics? If so, there are a number of steps you can take. 

One of the most important of these steps is to agree appropriate service levels when speaking to a logistics provider. This should be the first thing you do. 

Make sure you've got the Pick and Pack cut-off as late as possible, and ensure the provider has all their forecast information so they can plan the correct amount of labour to do the job in a timely manner. 

Service level agreements are important to get right if you want to deliver a consistent customer experience.

 

Top tips for boosting customer experience through logistics

Once you’ve agreed service levels with your provider, you’ll need to carry out a smooth logistics operation that leaves customers satisfied. To do this, here are some practical tips to build loyalty through efficient and thoughtful logistics strategies.

 

Highlight how sustainable you are

Younger generations are increasingly conscious of environmental impact. With this in mind, share details about your sustainable practices, such as energy-efficient warehouses or eco-friendly parcel carriers, with your customers. 

You can also use packaging as a communication tool. If your goods are sourced from recycled materials or if they are designed for reuse, shout about it in your marketing materials. 

After all, customers appreciate transparency and may become more loyal if they see that sustainability is part of your brand ethos.

 

Communicate at every stage

Another part of communicating smartly with your customers is to stay in touch with them regularly. 

Keep your customers informed throughout the logistics process, from confirming their orders to shipping updates and delivery expectations. Timely communication reassures customers and makes them feel more valued. 

 

Encourage brand advocates

A positive logistics experience contributes to building a strong reputation for your business. Importantly in today’s business landscape, this can lead to better reviews on platforms like Trustpilot or social media. 

More happy customers means more brand advocates who pass on the good word about your business. Encourage this by ensuring seamless logistics and excellent service.

 

Tailor packaging to your brand values

Align your packaging with your brand message. 

For example, value-driven brands should focus on simple, efficient packaging, while luxury brands should prioritise aesthetics. In the same vein, brands that describe themselves as sustainable should generally opt for recyclable or reusable materials. 

Effective packaging not only delivers the product safely but also reinforces your brand identity.

 

Ensure cross-border efficiency

For businesses operating internationally, simplifying the cross-border shipping process is key. 

Ensure that customs, duties, and international shipping options are as smooth as possible. This will help to minimise friction and provide a seamless experience for customers, regardless of their location.

 

How can robotics and automation help with the customer experience?

Automation can be helpful in improving the customer experience via logistics. This is because it can reduce human error and keep your delivery times on target.

 For example, if you've got robots doing the picking and packing in your warehouse, you can trust that they will be able to cope with fluctuations more in a more responsive manner.

This also means you have fewer people driving or getting the bus to and from work, making your business more sustainable. In theory, this allows you to pass cost savings onto the customer. And, better prices tend to go down well with the consumers, particularly in a challenging economy.

At SEKO, we just introduced automation in our Milton Keynes warehouse, and it has given us a 33% reduction in labour on the pick part of the process. This leaves our staff to concentrate on what matters most: customer experience.

 

How should businesses navigate a challenging economy?  

For any business looking to operate successfully when economic conditions are tough, your number one priority should be to turn your business into a trusted entity. Primarily, you do this through expert communication. 

Always think about your customer and what you want them to do when they see your marketing. And when you're choosing your logistics provider, work out how this specific logistics firm will help your customer. Everything you do should be with the customer in mind. 

If you can get this right, you can weather any storm.

 

Boosting customer experience through logistics: how SEKO can help

SEKO offers comprehensive, end-to-end logistics solutions designed to streamline ecommerce operations and enhance customer satisfaction. Our services include international shipping and delivery, global fulfilment, parcel returns, and heavyweight last-mile delivery. 

With strategically located multi-channel distribution centres, we enable brands to scale globally, reach new markets, and fulfil orders close to your customers. We help to optimise the supply chain while offering real-time tracking and a seamless experience for both businesses and consumers. 

There's simply no better logistics partner to boost your operational efficiency.

For further insights on how SEKO logistics offering can boost your customer experience, reach out to our fantastic team of experts.