While competition is generally viewed as a
threat, because of the way Go Global Logistics does business, we see our
competition and their weaknesses as a tremendous opportunity. Those
small- and mid-sized businesses who do not currently use a 3PL (third
party logistics) provider are having the greatest difficulty in
locating a reliable provider who will take on their business. Companies
who currently utilize a 3PL provider tend to receive sub-par
performance and service, and are generally dissatisfied with the level
of attention they receive. Go Global Logistics is exceeding
customer expectations demonstrating that importers and exporters no
longer need to settle for sub-par service.
A Developing Trend
As the market has continued to grow at an explosive pace, large 3PL
providers are trending towards minimizing the number of accounts they
hold, seeking only the largest accounts and refusing to renew contracts
with small- and mid-sized firms. By providing high-quality services
with the latest technology, Go Global Logistics is growing at a rapid
place and is providing customized logistics and supply chain services
to businesses of all sizes.
Overall, customer service in the industry is very poor. Commonly seen in
mature industries when companies become relaxed and indifferent to
customer needs, problems quickly develop. Go Global Logistics has
addressed these problems from our inception, rather than sweeping them
under the rug. We constantly monitor the pulse of the market and always
encourage feedback from our customers. This not only builds customer
loyalty, but increases satisfaction and reduces problems, saving money
for both Go Global and our customers.
Lack of Innovation and Technology
Go Global Logistics has found that the vast majority of 3PL companies
have developed a predominant atmosphere of complacency and an “if we
don’t have it, you don’t need it” mindset. This has negatively impacted
the level of service to customers, something we strive to prevent at
all costs. By training our employees to give the highest level of
service, coupled with our willingness to serve any need, we can give
our customers an unrivaled experience characterized by ease,
convenience, and the latest value-add technologies.
Currently, only 35% of 3PL customers say they are satisfied with their
3PL provider’s IT capabilities, while 92% say that IT capabilities are a
necessary element of 3PL provider expertise. This trend has lead us to
develop our marketplace with innovative technologies including
sourcing, online shipment tracking, and transaction management
capabilities at no extra cost to our customers.
A Mature Industry
Because it is a mature industry, many 3PL (third party logistics)
companies are surviving on repeat business from the same customers they
have held for generations. Regardless of the level of service they
receive, some customers stay with a firm simply because historically,
they have always used the same service provider. Most customers are not
aware that a higher level of service is available, so they have come
to accept an inferior level of service.
- Lieb, Robert. “The 3PL Provider CEO Perspective.” CSCPM Presentation. 15 Oct. 2006.
- “New 3PL Study Offers Industry Insights.” Logistics Today News. Jan. 2007.
In courting new customers from the competition, we are frequently met
with an “if it isn’t broke, don’t fix it” mindset. We demonstrate to
our customers why our service is different and that the time we save
our customers directly equates into dollar savings for them. By showing
them the value of our technologies, our complete service offering, and
our commitment to excellent customer service, our company has
continued to grow while avoiding the faults of our competitors.
Large, Established Competitors
Large companies like UPS and FedEx also offer some of the same services
as Go Global, but are considerably more expensive. In addition, it is
impossible to reach someone on the phone with any intimate knowledge of
your specific shipment. Go Global Logistics has the advantages of
lower costs and knowledgeable, individualized customer service. Because
of our flexible structure we can provide the individual attention and
latest technologies that small- and mid-sized companies are seeking,
while offering it at a lower price than our competition.
While the industry is somewhat competitive, new companies are not
common, and existing companies are not seeking rapid growth. Most of
our direct competitors are either satisfied with their current customer
level, or are even turning away customers. Go Global Logistics
believes no customer to be too small, and we see the potential for
future business in every single shipment.
By maintaining a commitment to the highest level of quality and customer
service, and leveraging the latest technologies to add value, Go
Global plans to stay a step ahead of the competition.
Are you ready to Go Global?