Who’s Really Driving Our Trucks?
Consumers & the Supply-Chain Industry
While we have a pool of experienced professionals behind the wheels of our trucks, in reality it is the consumer, who more than ever, drives our trucks and our business. Our lives as citizens of North America have been dramatically altered in a way that has not been seen since the industrial revolution. While it is true that technology has greatly altered the tools of the supply-chain industry, technology has also changed how the consumer relates to said supply-chain industry.
Technology, Trucking & Customer Service
The changes that new technology has wrought in the consciousness of consumers has pushed the transportation industry to grow, evolve and up its game. It is challenging to keep pace with the escalating demands, but technology has cultivated for us an even greater awareness of the importance of customer service.
Technology & Consumer Consciousness
It used to be that a trucking company was something that operated behind the scenes and largely off of the public’s radar; apart from those rare occasions when a civilian might become irritated by a trucker’s “thoughtlessness” or otherwise perceived carelessness on the highway. Such incidents were often resolved by the offended party displaying a single digit raised in salute at the trucker. The truly committed might have gone so far as to follow up with the head office by calling to complain or write a letter.
Trucking & Public Perception
Social media has changed the landscape. It can shape a company’s image and ultimately affect its bottom line. We are all familiar with the “United Breaks Guitars” phenomenon of 2009. To date the YouTube video has received more that 15 million views and was a public relations nightmare for United Airlines. Since that time, technology has progressed to the point that handheld devices can lodge complaints or invective in seconds. Trucking companies that haven’t been used to being on the front lines of the public eye must be ever vigilant to guard our images and render the highest level of customer service. Technology has created an added incentive to do so. And this is not a bad thing. It pushes us to be better at what we do.
Supply Chain Management & Technology
Instant communication has also meant that the volume and flow of transportation and logistics has greatly increased. More and more people are shopping online at home and anywhere from their handheld devices. It falls to us in the transportation business to see that those goods get where they need to go. Emerging technologies mean our lives are more “instant” than ever and people expect instant results. As a consequence, an already fast-paced industry has had to find ways to become more adept at keeping pace and doing so with a high degree of accuracy. Fortunately for us it is a two-way street. Technology has come to our aid and given us the ability in the supply-chain industry to anticipate and keep pace with these increasing demands. Nonetheless, it is the consumer who is the real driver. While technology is a significant player, it is still the consumer who drives our industry. And they continue to drive us to be better logistics professionals – on and off the road.
Rig Logistics is an asset-based trucking company based out of Calgary, Alberta, Canada. If you have questions or are in need of supply-chain solutions, please contact us a Rig Logistics today.