Last month, we received this feedback from our second largest customer:
We’ve now surpassed the mark of 1,000 loads outbound with Tighe — an exceptional milestone! You’ve been an amazing partner from Day 1. Thank you for your patience kicking off our operations in Boston last year, and for your amazing work since then. Our KPIs with our largest customer are always near perfect with you — actually, last month was perfect with 100% across the board! I’m always impressed by the consistent 100% especially with driver behavior.
On a more personal note : I’m super grateful for the way you approach daily tasks and keep a positive mindset even when dealing with the unexpected.
A Thousand “Thanks” to you, and to all members of the Tighe team!
Coincidentally, right around the time this feedback came in, the Transportation Marketing & Sales Association asked me to join a panel of experts to share insights on retaining and growing customers — the timing couldn’t have been better. Here are the insights I shared about how Tighe delivers customer experiences like this one:
Customer Success Factor #1: Nail the operational solution that solves a customer problem first, as the top priority. Then — and only then —- can we be sure we will be accurate with pricing, rates and the commercial structure of the solution.
Customer Success Factor #2: Our brand is our promise for how we will execute. It is built on our operational credibility. At Tighe, we know that struggling, under-performing operations have a negative impact on our brand reputation and credibility with customers. If we want a strong brand — and strong customer loyalty — we understand we must operate effectively.
Customer Success Factor #3: Serving and growing with customers is about knowing what we’re good at. An example of this at Tighe is recognizing we are amazingly good at operating a warehouse and once we’ve mastered that with a customer’s operation, we are also really good at delivering outbound transportation for the same customer. We know we can’t be everything to everybody, so we aren’t. We focus on what we’re good at, and by doing that, ensure a pure, comprehensive solution for customers.
Customer Success Factor #4: The “Perfect” Customer (or 3PL) comes from a partnership and growth evolution together. Our customers tend to get wrapped up in finding the “Ideal” fit (ie. based on profiles and criteria) for selecting a 3PL, when in fact, our experience is that the “Perfect” partnership can emerge as you grow and advance together. Even if ‘all the boxes aren’t checked’ during the RFP process, Tighe has a proven track record for exceeding our customers expectations with tremendous success as the partnership grows.
Customer Success Factor #5: Customer loyalty is a direct result of regular, repeated, satisfied interactions over and over. At Tighe, we earn customer’s loyalty every single day by executing to the minute detail what they need, again and again and again.
Customer Success Factor #6: Relentlessly support the vision for where a customer wants to go. At Tighe, we constantly ask ourselves: Are we helping their business succeed? Are we helping them achieve their vision? We take the answer to these questions and build proactive plans and fine-tune existing operations to ensure alignment.
Customer Success Factor #7: Everyone owns the customer experience. We know that from the frontline ‘do-er’s all the way up to the C-Suite, each and every person has a critical role to play in the customer experience. We must understand the customer and by understanding them, adjust our roles and responsiveness to meet their needs in every aspect of our business.
Get an exceptional customer experience with Tighe
Tighe Logistics is the leader in warehousing, transportation and third-party logistics in Boston, New England and beyond. Headquartered in Woburn, MA with a network of warehouses extending across the northeast, we offer a full range of inventory management, kitting, temp-controlled storage, cross-docking, food-grade facilities, and value-added services unmatched in the area for 160 years.
What’s more, we offer transportation solutions for integrated distribution across the region. Leverage our transportation fleet of 25+ power units and 100+ trailers to move your goods to market faster using drayage, JIT shuttles, milk runs, dedicated deliveries, and trained, skilled drivers that only Tighe, as your local, specialized expert, can provide.
Contact us today to find out we can take your warehouse, transportation, fulfillment and distribution operations to new heights. Reach out online at https://tighe-co.com/contact/ or call us at 781-939-0925.
