The Importance of 3PL Customer Service for your Apparel Company

The customer experience will become the primary way that 89 percent of businesses plan to compete by the end of 2016, according to research and advisory firm Gartner . It's relatively easy to control the customer experience when your apparel business operates entirely in house, but companies using skilled third-party logistics providers (3PLs) can get the same benefits. For businesses expressing a clear focus on customer experience, 3PL customer service is more important than ever.

Your 3PL Represents Your Company

In many cases, the people who deal with your company are actually dealing with your 3PL. Your 3PL is the one responsible for paying carriers on time, for example. It's also responsible for distributing your products to consumers in a timely fashion, as ordered. And if payments aren't made, if products aren't sent, or if the wrong products are distributed, then your 3PL is responsible for communicating the problem and rectifying it. Good customer service means more than simply behaving as expected. It's also about communicating honestly and openly by proactively preventing problems, admitting when mistakes do occur, and doing everything possible to rectify them.

It's important for a 3PL to uphold your organization's standards of customer service, because it is acting on behalf of your company. If it fails to fulfill its obligations, then this reflects badly on your firm. That's why it's a good idea to choose a 3PL provider that has a dedicated customer service function. The Apparel Logistics Group has a large, dedicated customer service department that works individually with customers, learning the specifics of how they do business to make sure it provides a seamless, high-quality experience for consumers.

Customer Service Is Closely Linked to Brand Loyalty

Understanding the impact of good customer service can help you understand why it's so important that both you and the organizations you trust to act on your behalf, such as 3PL providers, uphold high customer service standards. In its 2015 Global State of Multichannel Customer Service Report, customer service software firm Parature discovered that customer service is either very important or somewhat important in determining which companies 97 percent of consumers choose and which brands they're loyal to. It's so important that more than three in five consumers have cut ties with a business after receiving poor customer service. This shows how good customer service can encourage brand loyalty and inspire repeat business.

How Businesses Can Assess a 3PL Provider's Customer Service Skills

You can tell a lot about how a 3PL will treat your customers by how it treats you and other company representatives. The best 3PLs will communicate with your business often and honestly. They will alert you to problems when they occur, rather than attempting to cover them up, and will act proactively to rectify them.

Many 3PL providers, such as The Apparel Logistics Group, also post testimonials on their websites that may indicate their customer service credentials. Look for testimonials that mention excellent customer service, open communication, and a high level of customer satisfaction. For more information about The Apparel Logistics Group and its customer service record, complete the online form for a consultation.

Customer service is such an important business attribute for brand loyalty and for success within any industry that you can't afford to be let down by your 3PL. Choose a 3PL provider that values customer service as much as you do so that you can reap the rewards of a large and loyal customer base.

Posted: 10/12/2016 11:19:10 AM by Global Administrator | with 0 comments

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