The Ultimate Question Drives Transportation Insight’s Growth
HICKORY, NC, March 20, 2009 – Transportation Insight, LLC, continues a decade of double-digit-growth through good and bad economic times by using “The Ultimate Question” to focus employees on creating great client relationships.
Transportation Insight was founded in Hickory, NC, in 1995 as a small consulting company serving motor carriers. In 1998, the business model shifted to helping manufacturers, distributors and retailers reduce their costs when shipping freight with motor carriers. By the time Transportation Insight was officially organized in 2000, the company had grown both in size and in scope and has continued growing since then into a nation-wide lead logistics provider. Transportation Insight’s current mission is to create a significant competitive advantage for their clients by providing unsurpassed logistics expertise and technology – including state-of-the-art transportation management system software, logistics network engineering and analysis, sophisticated business intelligence and numerous logistics management services ranging from rate negotiation to freight bill audit and payment.
Since its inception, Transportation Insight has sustained phenomenal growth in revenue, clients and employees, winning repeated recognition for that growth both locally and on a national level.Business North Carolina Magazine recently recognized Transportation Insight as one of North Carolina’s Top 100 private companies with a 2008 ranking of 35th. Similarly, in 2008, Inc. Magazinerecognized Transportation Insight as the 88th fastest-growing, privately-held company in the United States and the 2nd fastest growing privately-held company in the logistics sector, based on gross dollar growth from 2004 through 2007. Transportation Insight facilities have grown to include both a headquarters building and a corporate operations building in downtown Hickory, NC, a technology office in Charlotte, NC, an additional corporate office in Bentonville, AR, and over 40 satellite offices throughout the United States. Transportation Insight now has over 150 employees and is continuing recruiting efforts in the Hickory area and around the country. The underlying recipe for Transportation Insight’s indomitable growth is an old-fashioned commitment to delivering what they promise and to delighting their clients. Transportation Insight uses “The Ultimate Question” to measure and increase client satisfaction.
The book The Ultimate Question by Fred Reichheld explains a simple and effective practice that helps companies measure client satisfaction to produce a clear measure of the company’s performance. The resulting metric is called the company’s “Net Promoter Score” (NPS). “The Ultimate Question” is simple: “On a scale of 1 to 10, how likely is it that you would recommend this company to a friend or colleague?” If the answer is highly positive, a 9 or 10, then that client is considered a promoter. An answer of 7 or 8 defines the client as passive. A response of 6 or below defines the client as a detractor. Creating promoters is the goal because, according to Reichheld, “NPS leaders outgrow their competitors in most industries by an average of 2.5 times.”
Transportation Insight utilizes the “Ultimate Question” to grow in favor with its clients. All clients are periodically surveyed based on their experiences with Transportation Insight. Their answers are then used to determine the NPS and to help employees manage business practices toward improvement. “Our goal is to make all responses a 9 or 10; and if they are not, we want to know what to do to change that opinion,” says Reggie Walker, Vice President of Client Services. As a point of reference, Reichheld identified two best-in-class companies, Harley Davidson and Chick-fil-A as having excellent NPS scores of 81% and 78%, respectively. By asking its clients “The Ultimate Question” and managing its business to create promoters, Transportation Insight has earned an industry-leading NPS score of 82%. “The Ultimate Question” helps Transportation Insight create delightful business experiences for its hundreds of clients and is one of the key reasons that Transportation Insight is able to win new clients month after month, in good times and bad.
About “The Ultimate Question”
The Ultimate Question: Driving Good Profits and True Growth by Fred Reichheld was published in 2006 and illustrates how companies can measure client satisfaction and help managers improve processes and energize creativity. By focusing on those who would recommend business, companies can turn clients into promoters who generate good profits and sustainable growth. For more information, please visit www.theultimatequestion.com.
About Transportation Insight, LLC
Transportation Insight is a global lead logistics provider with more than $1.2 billion in supply chain spend under management. For over a decade, the 3PL has helped companies improve profitability and competitive advantage by providing customized supply chain solutions. Transportation Insight offers a co-managed logistics form of 3PL, carrier sourcing, freight bill audit and payment services, state-of-the-art transportation management system (TMS) applications and business intelligence. Additional competencies include international transportation, warehouse sourcing, LEAN consulting and supply chain sourcing of indirect materials. For more about Transportation Insight, visit www.transportationinsight.com.