Intangible Necessity Essay

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The Intangible Necessity
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Introduction

It’s the strategic interface between marketing and logistics, it adds value to any given product, yet it’s intangible – what is it? The answer is simple: customer service. “Customer service has been an issue since the early 1970’s” (Cavinato 60). Though it’s long been considered an issue, it’s important to remember that there isn’t one set formula to developing customer service, it’s more of a mindset (Cavinato 61).

Customer service is usually only considered between retailers and end users; however, customer service is the “fuel that drives the logistics supply chain engine” (Coyle 92). It’s important for logistics companies to look at customer service from all aspects, …show more content…

This element of customer service combines time, dependability, and communication. “Convenience recognizes customers’ different requirements” (Coyle 100). It can have many different definitions, depending on the type of customer. Convenience to a wheat producer may be having the wheat picked up twice a year. To a dairy farmer, convenience may be having the milk picked-up once a day.

It’s important for a logistics company to know the market, so the company can provide the correct level of convenience to customers. This “enables the logistics manager to recognize customer service requirements and to attempt to fulfill those demands” (Coyle 100). By segmenting the market, the logistics company can determine which customers will be most profitable, thus showing the company which customers should receive higher levels of convenience (Coyle 100).

Once a company understands what customer service is, the company must apply that knowledge to its day-to-day operations.

Applying Customer …show more content…

Nowhere is that more true than in trucking and the larger world of logistics” (Kilcarr 23). It’s imperative for logistic companies to have dependable schedules and the ability to meet the customer’s needs because customers will go elsewhere. There is no company loyalty in today’s competitive logistics market. Because of that, companies are providing more information to customers. Customers are able to instantly track packages, in real time, to see exactly where the shipment is and when it’s going to

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