Articles
Customer Service
GOOD QUESTION | When choosing a logistics provider, what’s more important: cost or customer service?
With a tumultuous global economy and trade uncertainties, the most important consideration is value. Can they provide global visibility to your supply chain? Can they help you effectively navigate the ever-changing regulatory landscape? Park Williams VP, North America Sales BDP International Customer service. Simply put—you can win and lose with cost, but you will always […]
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Seeing Clearly: The Value of Visibility
Few parts of the enterprise have transformed more radically over the years than supply chain as companies struggle to navigate global sourcing, just-in-time delivery models, and unprecedented customer expectations for product availability and delivery speed.
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The CX Files
The truth is out there. Technology tools offer mindbending ways to delight retailers and their customers. And there’s no conspiracy about that.
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Scaled 3PL Solutions Heal Pharma’s Supply Chain
A large pharma company teams up with Hub Group to achieve compliance with the best service at a reasonable cost.
Read MoreFive Reasons Why the Delivery Economy Is Here… Now
Providing a great customer experience has long been a key factor in predicting any business’s success. Traditionally, this meant providing customers things like a comfortable place to shop, attentive and courteous sales associates, and a generous return policy. But, like everything else today, new digital technologies and services have dramatically changed what customers expect during […]
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EFW’s Net Promoter Score Program Measures Customer Satisfaction
Q: Why implement a Net Promoter Score Program? A: The Net Promoter Score (NPS) has become one of the most popular approaches to measure and improve customer service. It’s a metric that a growing number of our clients are adopting to gauge not only customer satisfaction, but our performance. Along with recognizing the transformative business […]
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How Evolving Consumer Behavior impacts Global Supply Chains
The impact of evolving consumer shopping behaviors on retailers and manufacturers is the focus of a new supply chain study by DiCentral, a B2B integration services provider, along with the Center for Supply Chain Research at Lehigh University. The study, Supply Chain Collaboration in Transformative Vertical Industries: Implications of Omnichannel and Dropshipping, examines the motivations, […]
Read MoreCan Your Supply Chain Turn on a Dime?
Shifting and more demanding consumer expectations are changing the way organizations work. According to the EY Americas Supply Chain Reinvention Survey 2019, 53% of respondents say fast-changing customer preferences require supply chains that can turn on a dime. The survey covers topics including technology adoption, leadership and talent, investment prioritization, sustainability, and other factors in […]
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CRM System Brings Ease of Use and Multimodal Benefits – DLS Worldwide
Customers want their processes to be simple and efficient. That’s where CRM systems come in.
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Leading a Supply Chain With Dogged Determination
Matt Cantatore is chief operating officer of Ollie, a national service that sells healthful, high-quality pet food direct to consumers. Responsibilities: Oversight of day-to-day operations, including sourcing, supply chain management, fulfillment, logistics, and customer service. Also an executive team member responsible for recruiting, goal-setting, and managing the P&L. Experience: Director of operations, Blue Apron; analyst, […]
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The Hassle Quotient: A New Formula for Industry Domination
Market domination starts with a customer-first attitude.
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How Retailers Earn 5-Star Reviews
The human touch, product education, smooth delivery, sturdy packaging, and good cup of coffee help retailers rate high with customers.
Read MoreIs Process Killing the Customer Experience?
When a company decides to do something new, employees usually try several different ways of carrying out the activity. But once they have found a way that works particularly well, they have strong incentives to lock into the chosen process and stop searching for alternatives. Fixating on a single process frees people’s time and energy […]
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Shipping and Delivery: How to Get it Right
Thanks to the rise of e-commerce and heightening customer expectations, shipping and delivery have become key drivers of overall customer satisfaction. An e-commerce company’s ability to meet customer expectations can be a source of competitive differentiation. Executing against the wrong strategy—or not having a strategy at all—is a recipe for higher costs and lower customer […]
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Tuning Into Supply Chain Orchestration
In both the B2B and B2C markets, customers demand speedier shipments, greater flexibility, and more transparency in the order lifecycle. Only by innovating to establish real-time visibility with the power to make changes can companies achieve the agility required to meet customer needs and stand out from the competition. Let’s dig into five trends you […]
Read More15 Key Questions to Ask Before Choosing an Outsourced Fulfillment Partner
In a highly competitive market, outsourcing order fulfillment can provide most companies a competitive advantage. The right provider can cut costs, improve customer service, allow you to focus on core competencies, and help you stay ahead of the competition by managing your entire supply chain. Is outsourcing your fulfillment the best option for your business? […]
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Supply Chain Commentary: Five Challenges to Embrace and Channel into Business Advantages
Disruption can be daunting, especially coupled with pressure from increasing competitive forces and shrinking margins. However, strategic navigation and preparation can lead to positive outcomes. In the supply chain, challenges can lead to improvements in key areas such as inventory management and order fulfilment. Technology innovation can help. A PwC study found that companies with […]
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The Customer Experience: The Last Mile Gets the Royal Treatment
In e-commerce, how you deliver is nearly as important as what you sell.
Read MoreUse Your Supply Chain to Earn
Customer Loyalty
Loyalty is a big word. One could argue that most business decisions can be linked back to the idea of establishing, building, or improving customer loyalty, since it translates to revenues and repeat purchases, as well as better customer satisfaction, advocacy, and brand love. In fact, up to 15% of a business’s most loyal customers […]
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