Every year, UK freight firms lose billions in turnover to competitors – how not to

The UK Transportation and Storage industry turns over £214bn a year, and the average retention rate in the transport industry is 83%, according to Statista (Nov 2021 and July 2022). This equates to businesses losing £36bn of turnover to their competition ? every year. Reducing that by 20-30% would have an enormous impact on each business.

The 2014 book, The Effortless Experience, built a compelling case that customer service only drives loyalty if it reduces customer effort. It correlated how removing the ...