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How Operational Tech Can Help Manage Customer Expectations

Article - 11 Min. Read -

Managing customer expectations is an ongoing challenge in shipping and logistics. Discover how today’s decision-makers are using operational tech to meet shifting demand and prepare for the future.

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With the “Amazon effect,” increased globalization and the pandemic changing the way people shop, businesses have been forced to adjust their operations while meeting ever-shifting customer expectations. Today’s consumers expect speedier delivery, real-time updates, and a personalized experience.

To meet these demands, businesses first need access to the right operational technologies. With better visibility into business operations, brands can set, meet and deliver on customer expectations for product availability and delivery.

To gain insight into how today’s companies are leveraging operational technologies, the United States Postal Service commissioned proprietary interviews with 12 experts and decision-makers in shipping logistics and fulfillment.[1] Here’s what they had to say.

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On average, how many packages do you ship daily?

How much of your current shipping business are you doing with the USPS?

Who is your current package carrier for returned items?

What is your weekly return volume?

How does your company currently handle returns?

What industry are you in?

Does your company currently ship internationally?

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  1. [1]“Managing Customer Expectations for a Positive Fulfillment Experience: Exploratory Learnings to Guide Thought Leadership at USPS and MRM,” Insight by Design, March 2023.
  2. [2]“Descartes’ Study Reveals 62% of Consumers Dissatisfied with Retailers’ Sustainability Efforts for Delivery,” Descartes, Sept. 12, 2022.

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