Consumers have access to more information than ever before, and with various options for online ordering, paying and shipping, customer loyalty is low. Today’s omni-channel era means retailers and shippers must pay close attention to customers’ high expectations. A customer’s experience with a company is greatly impacted by shipping options. Consumers are known to revisit an e-commerce site if the supplier offers low prices, free shipping and/or fast shipping. Today, 86% of buyers will pay more for better customer service, according to a CEI Survey, but only 1% think retailers meet their expectations. So, what are these customer expectations?
The Motor Carrier Act of 1980, which deregulated the trucking industry, allowed different types of businesses to fight for market share in transportation. Trucking companies bought warehouses, freight brokerage firms popped up, smaller carriers entered the industry more regularly –the structure of a traditional transportation company was shaken up and the industry was changed forever.
3PLs as we know it today didn’t truly exist until after the 2000’s tech explosion and the widespread availability of the internet. This opened up entirely new ways of managing transportation.
Now, 80% of Fortune 500 companies and 96% of Fortune 100 companies use 3PL services in some form or fashion. The widespread use of 3PLs makes it clear that companies are getting serious about transportation and logistics.