Questions from the rest We have 2 questions here from Hao (excerpt taken from our tagboard):
Qn 1) Hao: However, is value-added services able to retain old and current customers and attract new ones in this new society? Is it enough?
Answer: Thanks for querying, Hao! Value Added Services (VAS) offered by companies such as 3PL warehouses evolves constantly, thus VAS in warehouses or DistriCentres offers many tailored services like DHL as covered in our post (circa January 7th 2009). This tailored services for its current crop of customers make them stick with the service provider (e.g. DHL) as long as it offers a great customer service level that includes: giving the right type of VAS demanded, right place, right time and so on (remember the 7Rs?). Therefore, retaining the old and current customers.
In order to attract new customers in this day and age where different products requires different type of handling and management, service providers or warehouses need to be able to develop strategic systems tailored specifically for these new customers, when customers approach them. The service providers need to constantly update themselves the new trends in the market and developing services to manage and handle these new products properly to bring it to the masses. VAS service providers should also be proactive in marketing and managing their brand name properly so customers could trust them before acquiring their services. An example would be that FedEx uses the slogan: "Use the service you could trust. FedEx...We live to deliver." FedEx also try to gain new customer markets such as China by producing advertisements that tailors to the people, or culture of let's say China. Check out the videos below to give further insight on this.
Qn2) Hao: People are asking for more nowadays, is value-added services going to satisfy the customers completely?
Answer: In reality, services are a variable thing. It has many contributing factors to it, like employee's motivation that may affect the service rendered and other unseen circumstances that provides delay in shipment. Customers also perceives the level of service rendered to them subjectively. However it would be difficult to say that it is going to satisfy the customers completely.
Therefore, service providers have to be mindful that it is a fact people want more as they have many companies to choose from to acquire Value added services. Furthermore, these customers are paying for a premium for these VAS. Thus what these service proveders are catering are a group of demanding and niche group of customers. Hence, the service providers need to know what the customers want first before tailoring a program aound that requirement. These criterias could be spelt out in the Waybill. However, service providers provide these VAS to the customers and as long as it satisfies the 7Rs (right place, right time, right quantity and so on), it would achieve the aim of satisfying its customers. Feedbacks should also be in place in order to know what the customer felt after using their service and improvements could be made in order to increase service satisfaction in the future.
Hao, I hope this will clarify your doubts. And thanks again for posting your queries.
Behind the pseudonyms & image thumbnails From: Temasek Polytechnic, Singapore, 01º 22' N, 103º 48' E, Earth Course of study: Junior students of Logistics Operations & Management
The Individuals
This team is made up of 4 souls:
-Edeson-
` loves travelling & languages
` hopes for world peace
-Joanne-
` loves purple
` loves food
-SoL.Y.H-
` His strife: Nobody owes me a life, so get with it.
` Dream job: Social worker at Unicef.
-Zi Yun
` Loves Latin Dance ( Feel the beat, Feel my Passion)
` Loving Him
