In today’s world, one of the most critical differentiators an organisation can have is the customer experience it delivers. For freight forwarders and thirdparty logistics firms in particular, customer service has never been a more essential aspect of their performance.

Hilton Eachus, chief customer officer of DPD Laser, which currently trades under the Dawn Wing brand, says there are a number of attributes a company requires if it is to be a successful logistics provider. Firstly, you need consistently high quality of service, adding that as a courier business, this is not only DPD Laser’s bread and butter, but that without it, the rest of its approach becomes largely redundant.