Our Formula for Service Excellence
At J.B. Hunt, we strive to make raving fans out of our customers by providing excellent service and delivering long-term value. In fact, we’re so focused on value creation that we made it part of our mission statement.
For over six decades, our people have remained focused on rethinking how we do business to better provide for our customers. In that time, we’ve developed our secret formula to deliver service excellence with every shipment – our proprietary Customer Value Delivery® (CVD) methodology.
Keep reading to see how the teams at J.B. Hunt can use CVD to provide you with best-in-class service and create long-term value for your business.
What is CVD?
CVD is a five-step cyclical process that provides us with a roadmap for creating added value and anticipating customer needs so we can deliver on our promises and provide best-in-class, personalized customer service.
People You Trust
We have a people-first mindset. We know that our people are what make up our iconic scroll and are what set us apart in the industry.
“For me, it begins and ends with the people. Are we doing business with the right people? J.B. Hunt is not a company to us. It's a series of people that we meet.”
-Director of Transportation and Logistics, building materials manufacturer
CVD also prioritizes people. In fact, in order to have a successful CVD experience, we know we must first focus on building rapport with our customers. That is why the first step in the process is Understand.
Although we’re a Fortune 500 company, we offer a small company feel because of our relationships with customers. We take the time to listen to our customers to learn about how their business works, their goals and any pain points they are experiencing. This step is critical, as it allows us to determine what our customers’ expectations are and where service excellence has the potential to happen. For example, a KPI for us at J.B. Hunt might be cost per mile. But for our customers, it might be cost per carton or pallet. That foundational understanding of what is important to the customer is what allows us to design a supply chain solution that is tailored to their unique business needs.
Collaborating with Customers
The bridge from expectations to excellence is working together. J.B. Hunt does not see the relationship between us and our customers as one between vendor and consumer. Rather, we see ourselves as collaborators. The collaborative nature of CVD is most visible in the measure and communicate phases of the CVD cycle.
We keep an open line of communication with our customers to determine what is working well and where we can improve.
“The experience has been exceptionally positive. From kickoff, the level of communication provided by the service has been top-notch. The customer support team is readily available, offering real-time updates and quick responses to any inquiries. This transparency has significantly lessened the usual stress associated with logistics management.”
-Major food manufacturer
We do not shy away from asking our customers where we can do better, even if that means we have to rethink how we do things. Reinvention is part of CVD and how we create value for customers.
Our J.B. Hunt 360box® service is an excellent example of this. Periodically, we have customer advisory forums where we get a group of our customers together and ask them how we’re doing and what changes they would like to see. From one of these forums, we saw there was a need for more flexible capacity in the market. From that forum came the invention of our J.B. Hunt 360box service. This drop-and-hook solution provides customers with access to 14,500+ company-owned trailers that let them easily scale drop shipments based on their business needs, improving efficiency.
Being open to feedback and measuring our results also helps us anticipate our customers’ future needs, creating added value. By looking at the data from the agreed upon KPIs, we see patterns in our service levels and adjust accordingly.
Our Formula for Excellent Service
At J.B. Hunt, we’re on a mission to create long-term value for our customers and we know the formula that will help us achieve that. When our people leverage our CVD methodology, we build relationships with our customers that let us personalize our service to their unique business needs.
Ready to see how our people can leverage CVD to create value for your business? Let’s connect