A Third of 3PLs Now have Customer Advisory Boards – but Customer Voices are Still Not Being Heard

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eyefortransport today released the findings of their global survey on the relationship between third party logistics providers (3PLs) and their customers. The report reveals that while customer engagement has moved up the agenda for 3PLs, the true needs of customers are still not well understood.

eyefortransport’s annual global survey of 3PLs and their customers gathered data from across the industry, to get a representative view of the how the relationship dynamics between these groups have changed, compared with previous years. The survey also focused on 3PLs’ sales and customer retention strategies, and shippers’ logistics outsourcing strategies. Over 600 industry executives participated in the survey.

The results reveal that 2012 is thought to have been a tougher economic year than 2011, with only 36% of respondents anticipating growth that lives up to their start of year predictions. The impact of economic uncertainty has had a direct impact on logistics outsourcing strategies, with significantly fewer shippers (32% compared with 43% in 2011) expecting to increase their use of 3PLs. While 2011 saw most shippers reporting a change in logistics provider prompted by service issues, the 2012 results show a split between cost and service.

3PLs continue to underestimate the importance of helping with cost control to their customers. They also think of offers of better service and inefficient management by 3PLs as being significantly less important to their customers’ contracting and renewal decisions than their customers report. At the same time, 3PLs overestimate the impact of their competitors offering cheaper prices, and the role of unrealistic initial expectations, on their customers’ decision not to renew contracts.

China and North America continue to lead as areas of investment opportunity for 3PLs. The majority of 3PLs are also making customer engagement a top priority, and over a third now report having a customer advisory board (CAB). Despite these efforts, there continues to be a large discrepancy between the needs of customers, and what 3PLs understand their customers’ service needs to be.

For your complimentary copy of the Global 3PL & Logistics Outsourcing Report please visit: http://events.eyefortransport.com/eu3pl/content3.php

These themes are at the core of the relationship between 3PL CEOs and senior supply chain executives will be discussed and debated at the 3PL Summit & Chief Supply Chain Officer Forum. The next European event is October 22-24, 2012 in Antwerp. For details visit http://www.3PLsummit.com/eu

The next North American 3PL Summit & Chief Supply Chain Officer Forum will take place June 18-20, 2012 in Chicago. For details visit http://www.3PLsummit.com

For more information please contact:

Katharine O'Reilly
Executive Director
eyefortransport
world phone: +44 (0)207 375 7207
US Toll Free: 1 800 814 3459 Ext. 7207
Canada Toll Free: 1 866 996 1235 Ext. 7207
Email: koreilly(at)eft(dot)com

About eyefortransport (EFT)

EFT is the global leader in business intelligence and C-level networking for the transport, logistics and supply chain industry. We specialize in connecting senior industry executives with their industry peers, and with the crucial information they need to excel in their work.

For 13 years, EFT has provided the industry with essential business intelligence in the form of news, reports, benchmarking data, white papers and high-level events. Through constant direct engagement with industry leaders, we ensure our products and events are directly tailored to meet the industry’s needs.

With over 15 annual events in Europe, North America and Asia, EFT also provides the primary meeting grounds for the top executives in the industry. Our events are consistently attended by the CEOs, CSCOs, and VP-level decision-makers from the leaders in supply chain and logistics.

For more details about any of our individual events, check out the individual event websites on the right hand side of our homepage.

For information about our business intelligence products, or to get involved with any of our events or initiatives, call us today: +44 (0)207 375 7174 or 1-800-814-3459 ext. 7174 or visit http://www.eft.com.

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Katharine O'Reilly
eyefortransport
44 (0) 207 375 7207
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