J.B. Hunt President Shelley Simpson on Q2 Earnings

We just released Q2 Earnings. Record Safety Performance- Check Disciplined Growth- Check Record Pipelines for our Dedicated/Private Fleet Services- Check Lowering Cost to Serve- Check +45% in EPS- Check 2026 has already been BIG! However, the 31,000 of us that work here weren't surprised by our results...we know we're just getting started!

Evolution Moving Company Earns Spot Among Texas’ Top-Rated Movers 👑 A new industry analysis has ranked Evolution Moving Company Fort Worth among the top 1.3% of moving companies in Texas, recognising its strong customer satisfaction, low damage claim rate, and consistent service quality. The family-owned company says its focus on trained in-house crews, transparent pricing, and reliable long-distance service has helped set it apart in a highly competitive market. https://lnkd.in/e8GPRCSV

📞 **AHT vs FCR: Are We Measuring Speed... or Success?** One of the biggest mistakes in contact center operations is celebrating a lower **Average Handle Time (AHT)** without asking an important question: **👉 Did we actually solve the customer's problem?** Let's compare two scenarios: **Agent A** 🔹 AHT: **3.2 minutes** 🔹 FCR: **62%** **Agent B** 🔹 AHT: **5.1 minutes** 🔹 FCR: **91%** At first glance, Agent A appears more efficient. But if customers have to call back because their issue wasn't resolved, the business pays the price through: ❌ More repeat contacts ❌ Higher operational costs ❌ Lower customer satisfaction ❌ Increased agent workload On the other hand, a slightly longer call that resolves the issue the **first time** often leads to: ✅ Higher customer satisfaction ✅ Lower customer effort ✅ Fewer repeat contacts ✅ Better operational efficiency ✅ Stronger customer loyalty 💡 **The goal isn't to make calls shorter. The goal is to make them count.** The best-performing contact centers don't choose between **AHT** and **FCR**—they balance both. Remember: 📌 **Speed gets attention. Resolution earns trust.**

Too often, retention is seen as the last line of defense against customer churn. I believe it's much more than that. A high-performing retention team doesn't just save customers—it protects revenue, strengthens loyalty, and generates insights that shape better business decisions. That's why I developed the R.E.T.A.I.N. Framework, a simple way to think about strategic customer retention:

One lesson I’ve learned repeatedly across commercial roles is this: Customers don’t stay because a company has the best product. They stay because they consistently receive value. Products may win the first sale. Value, trust, and consistency are what build lasting customer relationships. Over time, I’ve come to appreciate that sustainable commercial growth is not driven only by acquiring new customers. It’s driven by helping customers achieve successful outcomes, earning their trust, and giving them reasons to stay. Revenue is usually the outcome of customer success - not the other way around. What, in your experience, has been the biggest driver of long-term customer loyalty?

In after-sales service, customers rarely remember how many service centers you have or how advanced your systems are. What they do remember is: ✅ How quickly their issue was resolved ✅ Whether they received timely updates ✅ How easy it was to get support when they needed it This is why I believe three metrics continue to define service excellence: 🔹 SLA Adherence Meeting service commitments is not just about compliance; it builds trust. Every missed SLA creates uncertainty for the customer and increases operational pressure across the service network. 🔹 TAT Reduction Customers expect faster resolutions than ever before. Reducing Turnaround Time (TAT) improves customer satisfaction, lowers repeat follow-ups, enhances service center productivity, and ultimately reduces operational costs. 🔹 Proactive Customer Communication A delayed repair is frustrating. A delayed repair with no communication is unacceptable. In many cases, customers are willing to wait if they know: • What is happening • Why it is happening • When they can expect resolution Clear communication reduces escalations, improves customer confidence, and strengthens brand loyalty. Over the years of managing field service operations, service partners, and customer escalations, I have seen that service success is rarely driven by technology alone. It comes from operational discipline, accountability, and consistent customer engagement. At the end of the day, great after-sales service is not about fixing products. It's about keeping promises. #AfterSalesService #ServiceOperations #CustomerExperience #SLA #TAT #CustomerSatisfaction #FieldServiceManagement #ServiceDelivery #OperationsExcellence #CustomerCentricity #Leadership

Service level is our North Star 💥 —it is the guiding metric that aligns every decision, action, and investment we make as a contact center. It reflects our commitment to being available when our customers need us, delivering timely support, and creating consistently positive customer experiences. While many performance indicators matter, service level is the metric that brings them together. Achieving our service level targets requires effective workforce planning, operational discipline, efficient processes, engaged employees, and continuous performance improvement. It is not solely the responsibility of frontline agents; it is a shared commitment across every function in the contact center. When we keep service level at the center of our operations: Customers experience shorter wait times and faster access to support. Employees are better equipped to manage demand and maintain productivity. Operational efficiency improves through balanced staffing and optimized workflows. Customer satisfaction, loyalty, and trust are strengthened. Like the North Star, service level provides constant direction. It helps us navigate periods of high demand, prioritize improvements, and stay focused on what matters most—delivering reliable, responsive, and exceptional service every day. While the path to achieving our targets may evolve, our commitment to service excellence remains unwavering.

Beyond closing the initial sale, the true value lies in nurturing deals to foster customer satisfaction and drive repeat payments. Our approach differs significantly from traditional lenders, focusing on a holistic strategy that prioritizes long-term relationships and mutual growth. This cultivates a more positive experience for everyone involved. Investing in deal nurturing isn't just good practice; it's a strategic imperative for sustainable success. #CustomerSuccess #DealNurturing #BusinessGrowth #RelationshipManagement #PaymentSolutions

In business, responsiveness is key. Quick replies and exceeding expectations, even during holidays, are not just good customer service—they are strategic advantages that drive success and client loyalty. True dedication shows when you go the extra mile, reinforcing trust and satisfaction. What does exceptional service look like in your industry? #BusinessStrategy #CustomerService #ClientSuccess #Responsiveness #ThoughtLeadership

Revenue leakage often shows up in three places: Churn loss — customers quietly reduce spend or leave Recovery costs — callbacks, rework, escalations, goodwill gestures Discount erosion — concessions that train customers to expect less than full price These are not just service issues. They are business performance issues. Customer feedback can help identify the patterns behind the leakage — and give leaders a clearer path to fixing them. Read the blog and watch the CX Pulse video: https://lnkd.in/es5kACUa #RevenueLeakage #CustomerChurn #ServiceRecovery #DiscountErosion