HOW TO MAKE CUSTOMER EXPERIENCE YOUR COMPETITIVE ADVANTAGE A Guide for Freight Forwarders and Logistics Service Providers2 In the age of Amazon, expectations for service, speed, and value are higher than ever. The experience your customers have when they order a meal on Uber Eats or household goods on Amazon is driving their expectations of the interactions they have with other businesses through the roof. As a freight forwarder or logistics service provider, your customers may be other businesses, but at the end of the day, you’re still dealing with p e o p l e. That means that managing human emotions and all the expectations that come alongside them is essential to your success. In fact, it has become paramount to success: in a crowded market, the way you serve your customers is the key

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