Today's supply chain is constantly evolving. For shippers looking for a clear move forward, stability is more important than ever. Large operator partners working at scale can help shippers take the product into the hands of consumers and create positive customer experiences regardless of market conditions.
In the latest episode of inventory, Werner’s dedicated and last-mile vice president of sales Meg Meurer talks about what it means to be a partner shipper can rely on in the ever-changing logistics landscape.
Meurer and Freightwaves podcast host Grace Sharkey discusses how the ultimate mile solution, including white glove service, can play an increasingly important role in creating a top-notch delivery experience for shippers and modern consumers.
The demand for white gloves is growing
The delivery of white gloves refers to a wide range of ancillary services including assembly, disassembly and drag options. These products are especially popular when offering large items such as furniture, exercise equipment and household appliances. These services are required in both residential and commercial spaces.
"Many people in this industry want to move goods, but they don't want to touch it," Sharkey said. "The white glove is that."
Final Mile operations, including white glove service, enable professional drivers and consumers to connect with each other. These close interactions make it possible for drivers to have a strong positive impression of the brand they represent (Werner and their customers).
The importance of last mile driver training
Werner extensively trains its professional drivers for delivery of white gloves to ensure preparation for last-mile operational and customer service needs.
“At the end of the day, we are an extension of our client’s brand,” Meller said.
According to Meurer, Werner’s professional drivers were trained to follow a large list developed by Werner and its customers during the delivery process. Additionally, Werner’s onboarding and training programs feature realistic role-playing and cycling to train opportunities in real time.
This high-quality driver training is part of Werner’s commitment to deliver a consistent customer service experience in all aspects, regardless of the region or product. This ensures that shippers know their income when working with Werner.
Operator gun partnerships for the best customer experience
Creating a positive customer experience, however, is not just about how Werner interacts with consumers. Shippers also play a key role in connecting with their own customers.
“I was impressed by how our customers contacted the end consumers,” Meurer said.
These connections include everything from the communication workflow to the identification of potential complex factors such as pets or safety devices. By communicating with the end consumer before scheduled delivery, shippers can make the entire process for consumers and drivers smoother. This creates a positive connection.
"Transportation has been from buying items to sometimes selling points. Consumption is an experience that affects customers' future purchases."
Invest in technology for customers and shippers
In addition to Werner’s strong customer service experience, the company also offers an innovative suite of technology designed to make the entire final process, including rewards, more enjoyable and efficient for all participants. At the same time, they also have the ability to leverage customers' existing technology.
According to Meurer, this agility and flexibility are the real difference factor for Werner. It provides customers with success by navigating market conditions and changing customer expectations more easily than ever before.
Werter Post Werner demonstrates expertise in the Final Mile Service, first appearing on FreightWaves.