Reduce customer churn without sacrificing your margins!

Jason is the hardworking owner of a freight forwarding fi rm. In other industries, he’d be reaping hugerewards. Here, he’s caught between a rock and a hard place. His clients demand almost infi nite amounts of customisation and jump ship if he can’t accommodate their demands. Yet competition is so fi erce that he’s driven […]


Jason is the hardworking owner of a freight forwarding fi rm. In other industries, he’d be reaping hugerewards.

Here, he’s caught between a rock and a hard place. His clients demand almost infi nite amounts of customisation and jump ship if he can’t accommodate their demands.

Yet competition is so fi erce that he’s driven to standardise so he can compete on cost as well! It seems an impossibledilemma.

If this sounds like you, rest assuredyou’re not alone.

In fact, it’s generally accepted that this is a widespread problem among freight forwarders — one that affects profi tability and impairs the ability towin and retain customers.

This article outlines a methodology (one used by world leaders in other industries) that resolves the dilemma between customisation and standardisation – fi nally allowing freight forwarders to dramatically improve service, win more clients and reduceoperating costs.

The problem with never-ending customisation
In traditional freight forwarding setups, winning additional clients means more work for individual operators. Thin margins mean no extra staff, and, often, a client is ‘siloed’ to a single operator who is already juggling several at once. Moreover, customisation increases thecomplexity of the work.

In theory, one-on-one service is more effective, more easily customisable, less prone to mistakes and more likely tokeep clients happy.