Putting your needs at the heart of our business
In logistics, reliability is the baseline. You expect your freight to arrive on time with no surprises. But what if your provider went beyond basic expectations and invested in your success with the same level of care and urgency you do? That’s the mindset we operate with at ArcBest. We call it customer obsession, and it shapes how we communicate, operate and innovate.
What is customer obsession?
Customer obsession means designing every part of a business around a customer’s needs.
It’s the difference between providing a tracking number and building an intuitive shipment tracking dashboard, or noticing a pattern of damaged shipments and initiating a conversation about packaging redesign. It’s a proactive mindset that takes logistics from a transactional service to one of your most strategic advantages.
These three principles help drive our customer-first approach:
Being a trusted partner
From the dock to your desktop, when you work with ArcBest, you work with a trusted partner. We want you to be confident that we’re looking out for your best interests with every shipment. Customer obsession is based on trust built through consistent, thoughtful execution that shows up in the small details. Over time, that trust becomes the foundation for something more than service. It becomes a true partnership between ArcBest and your business.
Hiring and training people who care
When every team member is invested in your success, the results speak for themselves: fewer headaches, smoother deliveries and stronger partnerships. Here’s what that looks like in action:
Drivers who treat your freight like it’s their own
Freight handlers who know your shipments’ unique requirements
Sales reps who make sure your needs are being met
Customer service that picks up the phone like a friend, not a script
Behind the scenes, it’s engineers refining load optimization, analysts finding cost-saving opportunities and teams building the tools you rely on. Everyone plays a part with your success at the center.
Developing processes and technology that serve you
Of course, people alone aren’t enough to make your job easier. The systems have to work, too. If something isn’t working, we fix it. That’s why we consistently gather input through Customer Experience programs like our Voice of the Customer and Customer Advisory Board — so we can tune our approach based on your real experiences.
You asked for simpler invoicing, so we streamlined and automated the process. You wanted smarter shipment management, so we created a centralized dashboard that brings quoting, tracking and shipment updates into one clean interface (currently in Beta). And when complex load handling started slowing down operations? We developed the Vaux™ freight movement system to reduce damage and downtime.
Every new solution we create is because you have a problem worth solving.
Your business matters to us
ArcBest is committed to being a trusted partner that listens and innovates with your success in mind. We go beyond moving your freight to helping your business move forward. When your goals become our goals, logistics goes from being a service to a competitive advantage. Together, we’re not just solving today’s challenges; we’re shaping the future of supply chain success.
