Improving customer support. Being more proactive in face-to-face and online customer communications. Gaining access to new buyers and selling beyond price. In an industry threatened by increased commoditisation, these are no longer options; they’re table stakes. To stay competitive, businesses in the transportation and logistics industry have to double-down on delivering an outstanding end-to-end customer experience.


As one of the few industries to realise net job growth since before the pandemic began, opportunity in the transportation sector abounds. And as with many industries, Customer Experience (CX) has overtaken price and product as key brand differentiators in the transportation and logistics sector. Technology breakthroughs will continue to transform the industry, but they won’t be enough to set your business apart. Your competitive advantage comes from creating a culture that includes a comprehensive sales and CX strategy — and that focuses on developing the skill and the will to execute them.

Your buyers have access to more information than ever before. They’re also busier and more distracted at a time when your salespeople, who were used to meeting people face to face, now often have to engage with customers and prospects virtually. Most of these disruptions are here to stay. So the question is, are your sales and customer service teams prepared to sell successfully and deliver on your brand promise in this new world?

While the core fundamentals of engaging with customers haven’t changed, how you execute them has. The sales professionals who are consistently elevating their game and tracking greater success rates in today’s environment are the ones who:

  • Ask better questions to initiate deeper conversations and forge stronger relationships with their customers.
  • Build trust and credibility by engaging customers based on their behaviour style.
  • Consistently demonstrate ethical sales behaviours.
  • Manage time and visual resources effectively, whether the meeting is in person or over a video call.
  • Are supported by managers who listen, model and consistently coach.