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Truck and Track Spring 2019 54
PALLET NETWORKS
Chris Tresadern – Sales
Director, XDP
According toDimensionData’s2017Global
Customer Experience Benchmarking
Report, 81% of companies surveyed say
customer experience is a competitive
differentiator. Despite this, not all logistics
businesses have made headway on
mastering it. However, if you are looking
for a logistics solution, you might start to
see some changes in customer experience
across multiple carriers.
Chris Tresadern, Sales Director at XDP, the UK’s largest independent
logistics carriers believes that, when it comes to the future of
logistics, the watchword is ‘customer’.
“Whatever part of the logistics supply chain you are in, suppliers
need to help you improve your margins, achieve greater agility and
lower risk. We all know that when things work well in logistics, they
work really well. The gap that’s been harder for carriers to close has
been the way we handle issues that crop up, combinedwith a sense
that each carrier is ‘quite similar’. What I think will happen next is
for carriers, whatever their specialism, to start to really invest in
making a point of differentiation through how they improve the
lives of their customers.
“The sector is really ready for a change in how we serve customers
as a whole. XDP have been in business for over 20 years and we are
privileged to have an impressive client base including brands such
as Aldi, Wayfair, Hillarys Blinds and The Range. However, when you
understand that in 2016, global B2C e-commerce sales reached
the equivalent of 1.92 trillion U.S. dollars, it really hits home that
that’s a lot of customers to please! Combined with the power of
social media, delivering as much as we can to our customers and
their customers in turn, is where we see the market is going.”
XDP Logistics have already invested substantial amounts into
improved customer experience, both for their B2B client deliveries
and their substantial B2C network.
Chris continues, “One of the benefits of setting out to tackle
improving customer experience in logistics is that (and I am sure
other carriers would agree) we are still at the starting blocks when
compared to other sectors. The good news is, things can only get
better and, for those purchasing logistics solutions, there are going
to be great changes ahead.
“For example, we’ve brought in new customer efficiency reporting
which helps us manage and pinpoint issues before they can
escalate. The savings in time and money for any client with this
alone are incredible. We’ve put in place the tech to offer SMS alerts
and emails to confirm deliveries and allow rearranged deliveries,
something consumers are really happy to receive, as well as ID
cards for drivers.
“We know that consumers are increasingly aware of carriers and
what they offer - reputation matters more than ever. If we can
enhance each stage of the journey – from sortation through to a
knock at the door, that can only be a great thing for carriers, buyers,
and, of course, customers.”
To speak to XDP and learnmore about the services available, contact
the sales office on 01675 488691 or email u
can also visit
Customer experience is driving the future
of logistics