attracting & maintaining Customers
MEMBERS SPEAK !
BY ANDREA OBSTON , CLDA DIRECTOR OF PUBLIC RELATIONS
How do CLDA members attract and retain customers ? CLDA Magazine put out a call for advice from successful carriers in the last-mile space . They told us it ’ s a mix of the human touch and the technology that makes things happen . Here ’ s what they had to say :
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“ While it may seem like the obvious answer , I truly believe the best way for a business to retain customers is by providing exceptional customer service . Focus on responsive communication , personalized service , proactive problemsolving , consistent follow-ups , empowered employees , and a customer feedback loop to build strong , lasting relationships and loyalty .”
Jessica Marino , Operations Manager , 24 / 7 Enterprises , LLC , Union , NJ
“ It ’ s a combination of adopting high-tech tools and prioritizing the human touch and building trust through personalized communication . We also adapt to our clients - not the other way around - for a flexible experience . It ’ s not ground-breaking , but it works !”
Chris Marchetti , CEO , Excel Courier Service , Sterling , VA
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64 customized logistics & delivery Magazine I summer 2024