MORE THAN JUST A SHIPPER

Building Innovation Strategy for Logistics

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The Challenge

A global logistics company believes there is an opportunity to increase revenue among Small to Medium-Sized Businesses (SMB). To do this, they needed to explore upstream services to understand potential for expanding business opportunity beyond being a large, trusted carrier. The ExperienceBuilt Group was engaged to help the company immerse into the world of small business sellers.

The Experience Solution

Working collaboratively with the Company, The ExperienceBuilt Group's ExperienceBuilt Innovation – an iterative process that builds strategy to drive innovation – directed a two-phase approach. Through mining existing primary and industry research and conducting comprehensive interviews, EBG documented an end-to-end seller journey.

The EBG Impact

The ExperienceBuilt Group gave the Company customer-informed, strategic recommendations that also highlighted pain points within the existing SMB experience. By defining unique seller segments and identifying points of vulnerability in the existing journey, EBG discovered high-potential opportunities for evolving their small business offering to become the carrier of choice.

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