The New Transferee has Arrived – and They're Ready to Go!

Meet the new transferee: experience-driven and expecting more than the traditional moving service. Relocation is in a changeable era, and as we have always been advocates for thinking differently, at Go Group, we are ready to embrace the change.

PANDEMIC PRESSURE = INNOVATION OPPORTUNITY

The effect of the Covid pandemic on our industry was profound and continues to make a big impact on the expectations of our transferees and the services we provide. Covid prompted a reset for our industry, and the corporate shift to remote working during lockdown transformed why and how people move. It also questions whether the same relocation programs would still suit a post-Covid, remove working friendly world. Agile, short-term, rotational assignments and "I'll buy it where I get there" mindsets became the norm.

Transferees' expectations of services grew and with that came a demand for smarter, leaner, and cooler services, especially from our senior management and C-Suite transferees, who looked for an elevated experience from their relocation.

Go Group took note of this shift from traditional relocation programs. The requirement for full household good allowances of sea and air freight became less prevalent, with transferees choosing to move less or to buy new items at their destination. We said goodbye to a one-size-fits-all mindset and launched a suite of solutions for this new generation of transferee:

Go Baggage: The perfect combination of defined pricing, flexible shipping, and elevated service. Economy sized moves but with the option to be first class with a selection of add-on services.

Go Share: We gave the traditional concept of groupage a modern makeover – eco-friendly, budget-smart, and worthy of the corporate market. Go Share appeals to the new transferees' budgets, as well as the desire to reduce their carbon footprint where possible.

Go Explorer: The all-in-one relocation bundle that combines home finding and household goods shopping. Perfect for short-term assignments and adventurers with streamlined needs and modern expectations. A one stop shop service which provides the convenience a transferee is looking for.

THE AMAZON GENERATION OF GLOBAL MOBILITY

Today's transferee shops online, books a holiday in a few clicks, and expects the same simplicity when relocating. They want their service to be fast, personal, and seamless.

How did Go Group adapt? We looked to provide a flexible menu of services where transferees build their own move. From smaller shipments with optional add-ons, to luxury-level touches like maid services and more. We offer the full range – from lean and efficient, to white glove and luxury.

COMMUNICATION ON THEIR TERMS

Say goodbye to the traditional thirty-minute initiation call, and hell to WhatsApp, voice notes, and virtual surveys as the new transferee looks to communicate with us in different ways. This can prove challenging to our move managers as they strive to fully inform their customers in a much more limited time than before.

We've embraced the digital-first approach, but never at the expense of the personal touch. The human element is key to us; we know the value of a great conversation and striking a balance between convenience and care. We still like to talk to our customers on the phone and carry out virtual surveys with our own surveyors, so we make the most of all opportunities to talk to and understand our customers needs.

Technology is incredibly important, but to us, so is the human touch. We are conscious that we are moving people's lives, and many of our own team have been through the same journey, with knowledge and experience to share with their customers.

A HOLISTIC APPROACH

Go Group has realised the importance of being able to assist a transferee with all the services they need, and the ones they don't know they need.

Moving a transferee's goods is just one part of the adventure. We've learned that to truly partner with a transferee, we need to be able to support them not only in moving, but in relocation services, concierge-style services and more. As part of the wider FD Group, our move managers can assist with other services around the transferee's relocation and help them to settle into their new location.

Overall, the new transferee is looking for flexibility, choice, and a holistic approach to their move, while being considerate of their effect on the environment and using new newer ways to communicate with us. We have looked to offer new packages to encompass more than just the household goods move, and to hand-hold transferees through their adventure – offering relocation services and more to help them settle into their new location and get back to work as quickly as possible.