Air Cargo — Are You Listening to Your Customer?

Raleigh, NC — February 28, 2008 — Global supply chain customers expect a lot more from the transport industry as the old rules of thumb change. And according to Gene Tyndall, executive vice president, Global Supply Chain Services, Tompkins Associates, air cargo interests need to focus on more than just moving cargo from point A to point B.

"Carriers, forwarders and shippers must collaborate to design and deliver new products tailored to the customer's supply chain needs," said Tyndall. Tyndall addresses the challenges of the global air cargo industry at next week's International Air Transport Association (IATA) World Cargo Symposium 2008.

So what can air cargo interests do to not only meet but exceed the expectations of their supply chain customers? "Improve relationships and collaboration. Listen, learn, adapt, bring solutions and grow with your customers," Tyndall recommended. "The industry needs to recognize the true competition from ocean/intermodal/truck, and expedited ground services and become more competitive."

Finding creative ways to deal with jet fuel prices and surcharges is also essential. To keep customers happy, Tyndall suggested air cargo carriers seek out better methods of carrier-forwarder cooperation. "Recognizing global trends and helping the customer with aggressive adaptation should be a best practice throughout the air cargo industry today," he noted.

Tyndall will present the keynote address on "Voice of the Customer: Air Cargo — Are You Listening?" at the IATA World Cargo Symposium, on March 4, 2008 at the Rome Marriott Park Hotel, Rome, Italy.

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