FEATURE: Self-Care
Customer Feedback:
Going from GOOD to GREAT When companies in transportation “operationalize” diversity and inclusion (D&I) it can positively impact the experience of their customers. How? It can help companies better understand and cater to the needs and preferences of their customers and ultimately lead to market growth through a more diverse customer base. In turn, this also can lead to a more positive customer experience (CX), as customers feel valued, seen and heard.
“Customer input is the bedrock of our decisionmaking process. We leverage it to inform product roadmaps, identify new market opportunities, improve our product and service delivery, and refine our go-to-market strategies.” — Alan Shaw, Chief Customer Officer, PCS Software
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In addition, by diversifying its leadership and decision-making teams, a company can better reflect the needs and experiences of its customer base, leading to more inclusive policies and practices. This can foster a more positive company culture, which can translate into improved customer satisfaction and brand loyalty. The Value of Listening to Customers Why is customer feedback so critical to the success of a company? According to Alan Shaw, Chief Customer Officer with PCS Software, an end-to-end TMS solution for carriers, brokers, and shippers, customer
feedback is the lifeblood of its business. “It’s the compass that guides us toward innovation, problem-solving, and sustained relevance,” explains Alan Shaw Shaw. “By deeply understanding our customers’ needs, challenges, and desires, we can anticipate market shifts, refine our offerings, and ultimately deliver exceptional