Client Centricity

As a service provider, HT recognizes that every time you interact with one of our employees it contributes to how you perceive our company. Whether it’s the way someone answers the phone, prepares an invoice, manages a shipment, or consults on a supply chain design, each employee is “HT” to you.

So that every experience with HT is a good one, we embrace a culture of “client centricity.” We define client centricity simply as putting you, the client, at the center of all we do. It is a mindset that goes beyond customer service – although our customer service professionals are the best in the industry – and impacts how we staff our departments, develop processes and invest in systems.

Building client loyalty and keeping our clients satisfied is also a strategic focus supported by specific programs and detailed action plans at HT. These programs and plans strengthen five important characteristics of our client-centered company:

• Know you and your business better, as well as what you want and need from a logistics provider
• Set clear expectations on the services we will deliver … and then live up to that expectation
• Continuously evaluate whether you believe our services are living up to your expectations
• Measure our employees’ contributions to your satisfaction and reward the successes of individual employees and teams
• Build a total client experience that is consistent across our organization, sets us apart from our competitors and is based on the actions you value most.