Role of Customer Experience in Import Export Trade_blog

The Role of Customer Experience in Import Export Trade

Role of Customer Experience in Import Export Trade

The race to own customer satisfaction is on. Companies recognize the significance of providing an experience that distinguishes them from their competition. Some are finally learning to not ultimately going out of business because of low customer experience. Are you ready with the best Import export Trade?

Today, 89% of businesses are competing mainly based on client experience–up from 36% in 2010. But while 80% of businesses think they are delivering “super experiences,” only 8% of clients agree.


In other words, there’s a long way to go for businesses. And that implies that there are massive changes in a sector to interrupt a competition or gain market share. Everything that a company does – marketing, research, advertising and more–all play an essential role in shaping the user experience.

Concentrating on customer experience management (CXM) might be the single most significant investment a company. A Company can make in today’s competitive market environment.


With so many channels that clients interact through, it’s more complex to create a robust user experience. This is technically correct. But, on the surface, consumers need the same stuff they’ve always wanted, and that’s something business need to look after. They may be more imposing.


They may wish to quick solutions to issues. But that’s understandable because technology has provided us with the instruments to deliver that velocity.


As cross-border e-commerce take an improved share of worldwide import export trade each year, businesses seem to be demanding. Demanding to reconsider or at least review their customer engagement approaches.

About Academic Reports

Various academic reports indicate that engaging in online purchases is changing the way consumers deem their entire experience, either as consumer or business buyers.

About Academic Reports

E-commerce is trying to change the way businesses operate, including user experience. With consumer demand for top-notch user experience and profitability margins relatively small, experts suggest businesses maximize the effectiveness of fulfilment procedures to stay competitive.

The Future of Customer Engagement and Commerce website in its research said-Huge e-commerce retailers like Amazon continues to reshape consumer comfort through programs like Prime and Amazon.

B2B or B2C

This results in the need to enhance the customer experience for all import export businesses, whether is it B2B or B2C. Improvements can be felt most intensely in the retail industry, but the user experience trend expands into all areas of cross-border e-commerce.

Customer Experience Cycle

It’s no surprise that the 2017 Annual Global Powers of Retailing report by Deloitte bears the subtitle, “Customers ‘ Art and Science.” Despite the strict focus of the study on retail, the opening beautifully summarizes an essential message for all export companies.

“We live in a period in which consumers are more than ever before in the driver’s seat, and they want simplicity, novelty, comfort, and creativity. We live in a customer-driven economy. It is that piece of “comfort” that can make or break companies emerging from e-commerce import export.

Role of Customer Expectations for Import Export Trade

Consumers want access to products from all over the world and expect quick, trouble-free satisfaction. That expectation brings the burden on the seller’s shoulders. 

Role of Customer Expectations for Import Export Trade

The constant pressure of handling the logistic refinements of global trade laws And getting it straight counts quite a bit. That implies importing companies that want a piece of the metaphorical e-commerce pie to nail down their procedures behind bars to generate a customer experience that is seamless and streamlined.

It is irrespective of whether their customer sits 50 or 5,000 miles away.

Summary of AAEI Article

The AAEI  article concentrates on this point. It dives deep into the need for well-defined procedures to improve customer experience.

It, however, also highlights the slight profitability margins in import export trade when companies make actual errors.

Sixty-eight per cent of participants in the study moving over 10,000 containers annually has a transaction cost of less than $100 per year. Pair that with the actuality that 60 per cent of participants experienced either regulatory fines or shipping/transportation challenges.

Improve customer experience

Line between Profitability & Global Trade 

One can see how slim the line between profitability and loss in global trade is. That is why any company dealing in import export activities needs to concentrate on a few main fields to maximize earnings and strengthen brand reputation, according to the study.

First, the capacity to classify products swiftly and efficiently using the International Harmonized System (HS) depending on product classification and both the export and import nation.

Customs involve a cross-border trade HS code to identify products appropriately. These should be accessible at the moment of purchase to provide the most exceptional customer experience.

Next, is precise cost computations for shipping charges (including taxes and duties) integrated into a business’s online store. Customers want to know the actual price at the time of purchase-delayed, or adjusted costs result in negative user experience.


Import export trade companies will also want the display for any restricted items at the time of purchase as products are frequently transferred on and off lists of approved parties.

Moreover, alerts about modifications in compliance guarantee that products are not caught in customs are in demand. It enables companies to escape from the related fines, and finally, there is real-time tracking of shipments (from package preparing to delivery). Customers want the capacity to monitor their purchase as soon as they place the order at their doorstep.

You can consult with our Import Export Virtual Team to understand the role of customer experience in the wide import export industry.


Kavit Shah

Founder of Impexperts & Digital EximSharing the 33+ years of experience in the Exim Industry, with the aim to help every Indian Entrepreneur achieve their Business Goal!

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