The true measure of customer service is what team members, carriers, and supply chain partners do when something goes wrong.
The real value of a software partner can be found in the days and weeks that come after the learning phase. Most customers are looking for a positive experience to happen after the purchase.
Three retailers explain how they use logistics and other functions to deliver outstanding customer service.
Retailers are implementing technology to more accurately forecast demand.
To help save money, shippers should build a strong relationship with their LTL carrier.
When it came time to face the ACE, HW St. John bet on an automated solution that streamlines processes and deals customers a winning hand.
A route planning systems can drastically reduce the time it takes to plan your transportation schedule. Other benefits include lower mileage and fuel usage, decreased carbon emissions, and increased customer service.
As e-commerce and ominchannel raise expectations, and consumers become more impatient, supply chain practitioners turn to technology to help them perform.
Technology is enabling an unprecedented level of transparency and communication to help shippers and their logistics providers understand each other's operations, and collaborate in ways that were much more difficult in the past.
Geodis Wilson helps Alfa Laval deliver complex cargo to global destinations.
UPS makes major improvements to save Christmas; PANYNJ invests $5.5 billion to streamline port operations
Pilot program uses drones to deliver time-sensitive goods; Canadian government lines up two new bilateral trade agreements; Labor rights causing supply chain disruption; Using social media to understand carrier usage.
Kevin Hickey, Vice President, North American Customer Service for Maersk Line outlines the benefits of performance metrics, and the impact they have on carrier relationships and ongoing improvements.
Executives at two leading companies weigh in on supply chain’s value to their organizations.
Profile of Leslie Dean, senior director, supply chain, at Menchie’s Frozen Yogurt.
When it comes to keeping up with demand, Game Stop's Bruce Kulp doesn’t play around.
Many companies use social media to improve supply chain operations by connecting shippers and service providers.
Chris Halkyard, chief supply chain officer for e-commerce site Gilt, discusses managing flash sale logistics.
As evolving retail models push shopper expectations, companies explore new models for delivering great customer service.
Geodis Wilson helps integrated design technology company Dana Innovations expand its international supply chain.
Companies such as Amazon show delivery speed and logistics agility provide the customer service levels retailers need to win.
Customer service is improving as some shippers and their service providers work to develop key performance indicators (KPIs) that measure customer service metrics.
Window and door maker Simonton partners with Cardinal Logistics for dedicated delivery to dealers and big box retailers across the United States.
Small companies face challenges in meeting the rules set out in vendor requirements manuals. Best practices help them comply with retailers’ supplier requirements successfully.
Retailers such as Brookstone, BuySeasons, Pet Supplies Plus, and Wayfair streamline their supply chains to deliver better customer service.
Distributor United Natural Foods Inc. worked with third-party logistics (3PL) provider Cardinal Logistics to consolidate from a multiple carrier network for its inbound logistics transportation to a dedicated contract carriage arrangement.
When Wells-Gardner Electronics Corporation outsourced its import and export shipping to Geodis Wilson, it reaped numerous supply chain benefits, such as reduced shipping times and improved shipment visibility, as well as avoiding duty and taxes.
Manufacturer Milo’s Tea Company outsourced its fleet to Ryder Supply Chain Solutions under a dedicated contract carriage arrangement. Benefits included reduced transportation costs, increased efficiency in managing seasonal surges, and improved fleet and driver reliability, which helped Milo’s better serve its customers.
Automotive component supplier IAC needed better control, visibility, and reporting to help weld its supply chain into a cohesive unit. ProTrans delivered innovation and customized solutions designed to control costs along IAC’s network.
The use of new technology and tools—such as email, cellphones, and social media—allows shippers to stay involved, from order to final-mile delivery, no matter what the shipment, to create a superior customer service experience.
John Rodeheffer of Zipline Logistics outlines how to find a 3PL that delivers "Golden Rule" customer service: who treat others as they want to be treated, with honest and transparent communication.
From traditional heavy goods shipments to the new influx of e-commerce-fueled home deliveries, the last mile plays a crucial role in the supply chain.
Logistics providers who work to understand shippers' needs help create customer service success, as illustrated by case studies involving Pep Boys, McCain Foods, and USG Corporation.
To survive and grow in today's demanding, competitive economy, companies must excel at both supply chain management and customer service.
When Boise Paper wanted to consolidate five Northeast region facilities into just one, it turned to Nexus Distribution for customer service excellence built on a sound implementation process.
Women’s apparel retailer Charming Shoppes praises the red-carpet treatment it gets from logistics partner Hyundai Merchant Marine.