CLDA Mag : Why do you think those elevated expectations came about due to the pandemic ?
Ditizio : Carriers were given a lot of latitude with authorities to move about during the pandemic . Many were transporting specimens and vaccines , helping to deal with the pandemic . We were also responsible for delivering essentials like food and medicine . All that set a benchmark for fast and effective service
Ludlow : These changes have been driven partly by the shift in lifestyle during the pandemic when delivery became the primary link between consumers and the goods they needed . The heightened focus on safety , convenience , and control became habits now engrained in consumer behavior . Additionally , with technological advancements , consumers became accustomed to having more real-time control over every aspect of their lives , including deliveries . The changes have also been driven by competition among retailers seeking to distinguish themselves in the marketplace by offering faster , more reliable delivery options . As a result , consumers now expect speed , flexibility , and exceptional service , forcing companies to continuously improve their logistics capabilities to stay competitive and meet these escalating demands .
Osborn : As the pandemic continued , many people became reliant on delivery services for their essential needs , as they were unable or too uncomfortable to visit brick-and-mortar stores . When everyone was allowed to return to shopping , many preferred the comfort and convenience of shopping online , especially with so many businesses offering “ free trials ” and “ free delivery .”
CLDA Mag : What are shippers demanding of your company as they feel pressured to respond to escalating consumer demands ?
Ditizio : Shippers continue to expect visibility to all packages they submit and agreed-upon service levels . These have stayed the same , but with new routing tools like push notifications and predictive delivery times , many shippers are embracing them .
Ludlow : Definitely . They are asking for more transparency , real-time data integration , and the ability to offer their customers flexible delivery options . They expect us to have the tools to deliver a flawless , “ no excuses ” final-mile experience that includes seamless communication , tracking , and customer feedback loops .
Robider : Shippers expect their customers to enjoy a frictionless delivery experience . Their customers are focused on very specific requests , driving us to think outside the box by providing real-time status updates , GPS-level tracking , and photo capture at the time of delivery . Data-driven requests , such as driver-level satisfaction scores , have become the norm . Advanced technology is becoming a requirement for doing business .
Osborn : Shippers expect an improved communication flow . They want far more detailed updates , and they want them far more often today .
CLDA Mag : What important changes are you expecting in the next 12 months ?
Ditizio : Since many carriers have incorporated much of the latest technology mentioned above , the better carriers won ’ t lose sight of our industry ’ s bafall / winter 2024 I customized logistics & delivery Magazine 19