The marketing - Logistics interface of customer service

摘要

The purpose of this article is to provide a perspective of customer service in a market-logistics context suggesting a practical approach for measuring it. Following the presentation of a case study, it illustrates through six steps how to translate customer expectations and needs into behaviours and actions that are definable, practicable and measurable. It explains the process of developing a customer centric service model emphasising the importance of performance metrics in implementing strategy for service delivery. Also it identifies the critical distinction amongst 3PL-defined, company-defined and customer-defined expectations in developing a customer service performance measure that will reflect all parties' expectations.