Forwarders fail on the phone in 'mystery shopper' test

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By Alex Lennane

07/06/2012

Freight forwarders are missing out on sales opportunities, according to a new study by Simon Kucher & Partners. The consultancy firm set up ‘mystery shoppers’ to buy services from forwarders around the world, and discovered that although cross-selling was generally good, they missed several tricks. A potentially useful (and short) read for forwarders.

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