CASE STUDY
From Feedback Fatigue to Strategic Growth
A national 3PL set out in 2024 to build a more strategic, scalable approach to managing customer relationships. Their internal CX efforts had struggled -response rates were low, insights weren’t trusted, and the process lacked structure. With rising expectations in segments like fulfillment, they needed to move from instinct to insight, and from data collection to real direction.
WHY PATHBuilt for the Logistics Advantage
PATH has spent 41 years helping logistics companies build and protect their advantage through customer experience.
We’ve worked inside the industry’s biggest challenges and developed the only proprietary logistics CX benchmark of its kind.
We help leaders do more than collect feedback - we help them own their market position and grow the right relationships. That’s exactly what this client needed.
THE CHALLENGEA Program Without Traction
Leadership faced a critical crossroads:
The company had good intentions, but the process had stalled.
Clients ignored their surveys. Internal teams didn’t trust the data. The program felt like noise - something to check off, not a tool to lead with. They needed a shift:
From internal assumptions to external clarity
From data collection to strategy
From feedback fatigue to forward motion
But expectations were rising. Strategic accounts were asking for more. And sales growth couldn’t keep leaning on reputation alone.
They needed to understand their most valuable relationships - and how to earn more like them.
OUR ROLEFrom Feedback Program to Growth Engine
PATH applied its Competitive Advantage System to assess where things stood. It was clear: this wasn’t a feedback issue - it was a growth issue. We recommended View, our solution for companies who need to measure relationship strength, protect retention, and grow with purpose.
View
Solution
APPROACHTurning Disconnected Data into Strategic Insight
To turn insight into action, PATH implemented a customized version of its proven View system - designed to unify the organization around its most valuable relationships.
Strategic Mapping
We mapped the customer base to identify and prioritize the most strategic relationships.
Relational Feedback
We captured feedback from decision-makers and influencers - not just buyers - to ensure a full picture.
Journey Mapping
We visualized the customer journey to pinpoint where experience was supporting growth - and where it was falling short.
Risk + Opportunity Lens
We delivered a clear view of risk and opportunity tied to market position and account-level insights.
THE BREAKTHROUGHBy aligning internal teams around a common customer truth, PATH helped the company shift from scattered efforts to a unified growth strategy.
OUTCOMEImpact Highlights
Growth Strategy Unlocked
Clear visibility into which customers to protect, where to invest, and how to scale the right experiences.
Highest Participation on Record
248% increase in response rate and the broadest internal engagement the program had ever seen.
Retention Risk Exposed
Flagged at-risk strategic accounts with high revenue but low relationship strength - and showed the path to win them back.
Aligned Action Across Departments
Teams gained shared visibility and used it to drive commercial decisions with confidence.
CX Became a Competitive Edge
Customer experience evolved from reactive to proactive - fueling growth at the account level.
Forward Motion, Grounded in Clarity
With feedback now tied to action, the company shifted from guessing to executing with purpose.
This gave us what we didn’t have before: real direction. We stopped guessing, started aligning, and now we’re actually doing something with the data.
“
Executive Sponsor, Customer Experience
CONNECTReady to Compete on Experience?
PATH helps logistics companies turn insight into action and customers into a competitive edge.