In the highly competitive world of freight forwarding services, acquiring new clients can cost up to five times more than retaining existing ones.
As an international freight forwarder, your long-term success depends not only on delivering goods but also on delivering consistent value, trust, and seamless logistics services. But how do you ensure clients stick around when they have dozens of third-party logistics providers (3PLs) to choose from? Price is an obvious starting point, but in today’s market, it’s table stakes. With enough volume, anyone can compete on price. So the real question is: how do you make shippers more loyal and less likely to switch?
1. Focus on proactive communication
Clear, timely, and transparent communication is the cornerstone of trust. Regular updates on shipments, quick responses to queries, and proactive alerts about delays or changes can help position your brand as a reliable shipping logistics service provider.
2. Deliver consistent service quality
Clients expect on-time deliveries, accurate documentation, and no surprises in their invoices. Consistency across these touchpoints will differentiate your freight forwarding services from less dependable competitors.
3. Personalize client relationships
Don’t treat your clients like just another shipment number. Remember birthdays, review their business goals quarterly, and assign dedicated account managers. Personal touches go a long way in client retention.
4. Offer value-added logistics services
Beyond basic transportation, offer integrated solutions like customs brokerage, warehousing, or last-mile delivery. Clients prefer working with a single provider that can handle end-to-end logistics services.
5. Measure customer satisfaction regularly
Use Net Promoter Score (NPS) surveys and post-shipment feedback forms to gauge satisfaction. Listen to feedback and implement changes quickly to reduce churn.
Final Thoughts
Retaining clients in the freight forwarding industry isn’t just about offering the lowest rates. It's about being the international freight forwarder they trust when supply chains get complicated. By combining excellent service with the strategic use of technology and a customer-first approach, you can thrive—even in the most competitive markets.