Business View Magazine May 2023

220 BUSINESS VIEW MAGAZINE VOLUME 10, ISSUE 5 Developing strong relationships with customers and employees Perhaps the best way for a service-based company like Courier Express to exceed customer expectations is to anticipate, empathize with and understand customer pain points. That’s why Courier Express team members work to develop a collaborative solution that features high-tech tools. However, to find those solutions, Courier Express also takes time to learn more about the customers themselves. One way to do this is by hosting workshops with customers where employees are tasked with better understanding their business. Doing so can improve the timeliness and efficiency of project implementation, Baker says. Educating and improving satisfaction for its independent contractor drivers is one of the ways to further improve the level of service and customer understanding needed to excel. Courier Express has established its “Driver Love” program where full-time team members get to know their drivers and vice versa, helping to support a work/life balance. Improving these relationships goes a long way toward improving customer satisfaction as all routes are covered if enough drivers are willing to do the job. “We live by our values and really feel they are critical to our success,” Baker says. “We believe in building an atmosphere that fosters a passionate pursuit for excellence with a ‘can do’ attitude. Top priorities in 2023 and beyond While the work can be difficult and complex, the goals that Baker and other leaders at Courier Express have established are simple and straightforward. The first is to continue growing existing market segments in the healthcare, pharmaceutical, retail, and other sectors through continuous improvement. A second is to further improve customer service and innovation throughout the U.S. This includes adding customers, creating new routes, and establishing new specialties. “We really want to get better at what we do and where we do it every day,” Baker says. Third is always striving to find resources that support the customer base and help separate Courier Express from its competitors within the industry. E-commerce remains the fastest- growing sector of the industry and Baker expects that to be true in the foreseeable future. Lastly, Courier Express aims to serve as subject matter experts in the logistics sector for technology. It will work with customers to find solutions to both common and custom challenges and offers the internal technological expertise to be versatile and responsive. “We want to further build on our reputation as we grow over the next decade-plus,” says Baker. PREFERRED VENDOR/PARTNER n Focal Tenant, LLC www.focaltenant.com n Optimum Logistic Solutions www.optimumlogistic.com