A look at the metrics that shippers and their service providers use to evaluate the quality of customer service.
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.
Businesses can address the challenges of the last mile with technology, along with these directives.
While the use of last-mile delivery has increased in the pandemic era, the process has experienced various growing pains. A new consumer survey shows customers have encountered regular delays and would like to have greater visibility of their deliveries.
Disappointing a customer doesn’t sit well with a retailer or store associate, and that sense of frustration is something retailers should be working to prevent, starting with these strategic supply chain enhancements.
Small and mid-sized manufacturers and retailers are killing it in the middle and final miles.
The continued demand and expectation for last-mile delivery will require new solutions to optimize a strained supply chain.
NASA's crawler-transporters do the heavy lifting for space exploration, transporting rockets and equipment to the launch pad at the Kennedy Space Center.
From e-commerce fulfillment strategies to warehouse layout to inventory approaches, here are the supply chain moves that translate to significant customer experience improvements, from the supplier’s customer to the end consumer.
Amazon is testing a premium service where shoppers can have their orders assembled upon arrival, as online furniture and houseware sales soar and shoppers make more big-ticket purchases online.
Your customer experience represents the primary touchpoint between your revenue and customers, so the experience you offer can make all the difference between short-lived success and true market longevity.
The U.S. Postal Service (USPS) invested in the most significant modernization of its fleet in three decades.
Even though the pandemic took a bite out of pizza restaurant growth, sales remain steady as businesses cook up new delivery strategies.
To move goods to customers’ doorsteps efficiently, safely, and quickly, many companies need to overcome strained distribution networks, time-consuming manual processes, driver shortages, and urban congestion. Here are the latest last-mile innovations.
If you deliver poor customer service, you’ll lose business. But you can turn things around with a serious commitment to meaningful change and work across your entire enterprise.
A look at some of the strategies that shippers and their 3PL partners use to provide end customers with an excellent experience.
Ruan believes in developing strong partnerships by understanding our customers’ stories and continuing to improve our service as their needs evolve. And the best way to know if we are achieving that goal is to ask them.
Here are some key strategies for improving your supply chain in the current environment, as well as preparing to adapt to the uncertainties ahead.
To prepare for the return of crowded streets in urban areas, cities and shippers explore alternative vehicles, apps, pricing solutions, and distribution centers to address last-mile gridlock.
3PL MD Logistics becomes an integral part of retailers’ supply chains, focusing on both its customer’s experience and their customers’ experience.
As the country and global economy begin to recover, the question on everyone's minds is: “What will re-entry into the business world look like?” As companies transition into the “new normal,” implementing a CDX solution is of the utmost importance.
UPS drone delivery subsidiary UPS Flight Forward will collaborate with German drone-maker Wingcopter to develop the next generation of package delivery drones for multiple uses in the United States and internationally.
Almost all last-mile delivery drivers say they would be more effective if their maps were more accurate—this includes better meeting delivery windows and fewer parking tickets.
How do supply chain disruptions like COVID-19 impact the final mile, and how can retailers adjust their strategy? Some solutions include contactless delivery, offering accessible pickup points, and easing capacity constraints.
E-commerce revenue in 2020 will reach $3.52 trillion—this explosion is forcing retailers to find faster and more convenient modes to reach the final mile.
Amazon's launching of a full-service freight brokerage has a number of implications for supply chain professionals—some obvious and some not so clear.
Take a look at the strategies that retailers and their service partners use to improve last-mile delivery for direct-to-consumer sales.
By leveraging Kuebix and an integration with NetSuite, equipment parts importer Summit Supply ensures every order is shipped with the quickest, least expensive option to maximize savings and service.
Readers reveal the deciding factor in choosing a logistics provider: cost or customer service.
Lost visibility into your supply chain means lost value. The good news is that the right telematics and related technologies can help maintain powerful visibility and control over even the most complex global supply chain networks in service today.
Where the e-commerce boom intersects with urban centers, logisticians get street—and space—smart.
project44 recently surveyed 750 consumers and 500 marketing executives to better understand where brands and consumers are aligned (and misaligned) on what makes a great delivery experience. The survey uncovered five compelling trends that all point to the emergence of the Delivery Economy.
Doing the final mile correctly leads to repeat business and loyal customers, but last mile processes involve more than just a truck and driver.
In a new partnership with Alphabet's service, Wing, Walgreens will be testing a new on-demand service that delivers foods and beverages to customers via drones.
Estes Forwarding Worldwide’s Net Promoter Score Program directly supports its mission statement: to deliver the EFW Experience by exceeding expectations each and every time.
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.
Robot maker e-Novia is testing a self-driving delivery system in Japan to service the areas hit by the 2011 Fukushima earthquake.
DLS Worldwide’s CRM System provides customers with a simple interface in which shippers can find multimodal quoting, booking and reporting, shipment tracking, and invoice management with online payment options.
The last mile is often the most challenging, costly, and technologically deficient portion of the delivery process. But as more and more consumers use e-commerce to order and ship everything from medicine to artwork, the shipping and logistics sector has to move to making last mile a strength and not a setback.
Companies that manufacture, sell, and deliver an increasing number of e-commerce oversize goods face a unique set of challenges when delivering to homes. Delivery teams not only need access to home interiors for set-up, they must also communicate in real-time with recipients so they’re home when orders are delivered. What’s more, they need far more customer service skills than the typical delivery driver.
This story examines how e-commerce retailers use last-mile fulfillment strategies to gain competitive advantage.
In September 2017, Amazon announced plans to open another headquarters in North America. Called "HQ2," the facility will cost at least $5 billion to construct. Locations are going the extra mile to win the bid for HQ2.
To prepare for this coming shopping season, supply chain managers need to engage key stakeholders to review current logistics operations and strategically assess whether or not they are prepared to meet existing consumer expectations.
As businesses look for ways to improve and optimize the supply chain with customers in mind, they need to factor in elements that will allow them to leverage the supply chain in order to fuel customer loyalty.
Evaluating the continuing alignment of customer requirements, acceptable associated risk and service provider capability.
Readers reveal the issues that could disrupt the supply chain…as well as their sleep.
Readers reveal the issues that could disrupt the supply chain…as well as their sleep.
Working with a specialized transportation provider will save you time and headaches while keeping your customers happy and costs down.
Get ready for a supply chain paradigm shift. These technologies will cause shippers to rethink cost-cutting measures and rewrite logistics strategies.
Readers choose between cost and customer service as the most important selection criterion for a carrier or supplier.
As consumers expect increasingly shorter delivery windows, last-mile proximity isn’t just nice to have, it’s a must-have. Will O’Shea of XPO Logistics’ offers these tips to leverage the last mile into a competitive differentiator.
Customer retention in today’s competitive marketplace is important. Thomas Griffin of DLS Worldwide offers the keys to customer retention.
Brands who never anticipated going global are finding that they all of a sudden are, thanks to the progression of e-commerce and increasing customer expectations.
Using the best logistics IT available, and partnering with world-class carriers and 3PLs, can help you find a better way towards supply chain success.
As entities responsible for brokering appropriate carrier rates, ensuring accurate quantities of orders and guaranteeing high quality of products, third-party logistics providers are extensions of companies’ brands.
Industry expertise is the most impactful way to positively affect customer service requirements.
Year after year, the IL 3PL survey reveals the importance of great customer service to shippers.
Wholesale distributor Ideal Supply re-routed its delivery network through the cloud with the help of logistics technology provider Descartes.
An instant selling and ordering procedure could be a differentiator for industrial companies looking to boost their customers' industrial buying experience.
Readers weigh in on the future of drones in last-mile logistics.
Robots coming soon to a warehouse near you; The supply chain plays a key role in developing circular economies; OSA-related driver fatigue causes new safety rule proposals
Multiculturalism can be the competitive advantage that makes the critical difference in the success of your supply chain operations.
A real time tracking platform helps you revolutionize your logistics operations by improving service while reducing costs.
With so many choices available, varying freight, and small package shipping needs, the 3PL service offering needs to be about more than the transaction.
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.
As e-commerce continues to transform consumer behavior, retailers explore hybrid omni-channel supply chain models that deliver the best that online and in-store have to offer.
Amazon and Walmart vie for last-mile supremacy; Nevada community college establishes logistics program to meet Tesla labor demand; Industrial buyers think outside the box; Consortium establishes new chemical footprint assessment; VMI opportunities abound as shippers look to optimize inventory; study looks at the ghost economy
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.
From first mile to last mile and every mile in between, truck drivers are the lifeblood of your supply chain. Meet some of these dedicated professionals.
Inbound Logistics asked these experts to weigh in on the dimensional weight pricing changes that UPS and FedEx implemented on January 1, 2015.
Increases in public and private aircraft demand have aerospace supply chain stakeholders changing the way they get things done.
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.
Investments in technology might just be the way to save Christmas.
Profile of Leslie Dean, senior director, supply chain, at Menchie’s Frozen Yogurt.
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.
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.
NRF’s Big Show unveils trends in the retail industry; Local couriers provide a solution to capacity constraints and empower same-day delivery; Ocean carrier industry beset by imbalances; Global RFID market primed for robust growth; Shippers plan for supply chain exceptions
Garrick Pohl of Zipments discusses how the company facilitates same-day delivery.
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.
Third-party logistics provider (3PL) Geodis Wilson helps apparel company Desigual establish its U.S. warehousing, distribution, and retail operation, and ensure shipment visibility and tracking.
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.
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.
Jerry Levy of Specialized Transportation Inc. explains how to get the best service from white-glove logistics providers.
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.
A failure to communicate is the primary reason that 3PL relationships fall apart, according to Inbound Logistics' annual third-party logistics survey.
A new study from Descartes Systems Group shows the ongoing e-commerce growth and the importance of delivery performance for customers.
Google is getting into the last-mile game with the launch of two new solutions to help fleet operators improve delivery success and optimize fleet performance through an integrated suite of mapping, routing, and analytics capabilities—Cloud Fleet Routing API from Google Cloud and Last Mile Fleet Solution from Google Maps Platform.
Julie Colona, Director, Forwarding Solutions and NVOCC at UniGroup, discusses why shippers might need a special commodities carrier, what to look for in a carrier, and how the business is evolving.
If the supply chain is to take on an enhanced role, companies will need to stop seeing it merely as a cost center from which to drive ever greater efficiencies.
The real winners in e-commerce and omnichannel retail will be the ones who master managing their fulfillment and last-mile operations and costs.
New mailbox designs involve a technology-enabled container that receives and stores packages delivered via drone in a secure, climate-controlled box accessible only by the recipient.
Profile of Judy R. McReynolds, chairman, president and CEO, ArcBest.
This was a year like no other for supply chain and logistics management. here's what we'll remember about 2020.
E-commerce is up 65% year over year, and expected to surge more than 50% during the busiest peak week, according to Chet Paul, senior vice president at DHL Express; Kraig Foreman, president at DHL Supply Chain; and Craig Morris, chief information officer at DHL eCommerce Solutions.
In an volatile economic environment, shippers need reliable, cost-effective solutions to meet customer demand. Dedicated transportation solutions, which mitigate capacity risk and improve on-time delivery, can offer a solution.
When the pandemic hit, supply chains around the world were impacted. With a robust safety and quality program in place prior to the pandemic, Suddath was able to respond and adapt immediately to ensure supply chain continuity.
Large companies invested $153.4 million to transform their supply chain in the past three years, but only 10% became masters in achieving a profitable customer experience.
To safeguard customer loyalty and drive sustainably innovative solutions, some supply chain experts are turning to the design thinking methodology, which focuses on four crucial behaviors.
Verst Logistics helped an arts and crafts supplies company address peak season challenges and growing sales by expanding its supply chain capabilities.
On top of surging e-commerce demand, small and mid-sized businesses are facing increased shipping costs, logistical challenges, and extended shipping times. Here are a few things you can do to recover.
When you combine consumer demand for deliveries at a breakneck pace, the historically tight labor market, and the unpredictability of the global trade landscape, e-commerce businesses must be just as fast as they are flexible to succeed today’s market.
Shoe retailer Shoe Station relies on Retail Pro 9 and other technology solutions to help employees provide top-of-the-line service and ensure customer satisfaction.
Retailers need to address new challenges, from bolstering distribution networks to managing complexity, to continue to expand their e-commerce operations.
3PLs can become an ally for their customers in the event of a loss, damage, or delay, providing outstanding customer service and support.
A business looking to outsource part or all of its logistics to a 3PL should consider a variety of factors to identify a logistics provider that is part tactical service provider and part strategic business partner.
On October 1st, 2019, UPS was the first company to receive approval from the Federal Aviation Administration for a broad plan to use a fleet of drones to expand its package delivery options.
The battleground for competitive advantage in furniture retailing is shifting from the store aisle to the buyer’s doorstep. Companies that try to manage the complexity and cost of final-mile delivery without the aid of technology are not giving themselves the best chance of success.
Supply chain efficiencies can support brand strategies in key ways.
New and noteworthy in the supply chain.
Supply chain automation is gaining ground, particularly in warehousing and middle- and last-mile logistics.
Companies fixating on a single process frees people’s time and energy for other tasks, but established processes can cease to be a means to an end and become ends in-and-of themselves.
The continued migration of people to cities and increase in online shopping will generate more freight deliveries to and within urban areas. Let’s talk about your company’s futureproof strategy to meet the challenges and opportunities of smart city logistics head-on.
Same-day production and delivery is possible if communications between production and logistics is fully automated. A live experiment showed the path of an urgently needed replacement part as it moved from the initial order through production to final delivery: all in a single day.
Rust-Oleum selected Celtic International, Transplace’s intermodal business unit, to provide intermodal and over-the-road transportation services for domestic shipments between its own facilities as well to its retailer customers.
Utilizing technology has become vitally important to improving both last-mile delivery and the end consumer’s experience with a brand.
The latest drone innovations include wind farm duty, last-mile stints, and an end-to-end middle mile cargo system.
Rowenta's sustainable product design, massive global inventory stock, rapid delivery of repair parts, and 3D printing technology combine to drive supply chain operations supporting an incredible commitment to customer service.
From line haul to the last mile distribution center, from intake to proof-of-delivery processes, SEKO Logistics streamlined workflows for a fast fashion giant.
How big transportation is impacting global economics and mid-size businesses—an expert’s view on Uber Freight’s acquisition of Transplace.
As supply chains continue to grow in complexity, here are the 5 V's that should top priority lists.
As consumers become increasingly comfortable buying over-sized goods online, manufacturers and retailers partner with white-glove, last-mile delivery services to make in-home set-up and assembly a first-class experience.
In her previous role managing supplier relationships at Starbucks, Sylvia Wilks learned what good customer service really looks like. Now that she supplies customers at TireHub, she knows how to meet their expectations and build the national tire distributor’s customer-centric culture.
C3 Solutions prepared to shift all users from their Adobe Flash product version to a brand new HTML5 platform, a comprehensive project with a firm and non-negotiable deadline
Although key logistics capabilities are needed to build and maintain successful e-commerce operations, few brands excel at them, according to a study from Geodis and Accenture Interactive.
Thomas Griffin, president at DLS Worldwide, discusses how partnering with a large, experienced logistics company can offer technology, agility, and customer service benefits.
Parcels and cross-border e-commerce are taking precedence over traditional services for postal operators, who continuously manage growing postal e-commerce traffic.
As retailers compete for the perfect delivery experience and consumers continue to pay premiums for speed and reliability, last-mile delivery is key for growth and profitability.
Ten tips every digital retailer needs to know to streamline their e-commerce fulfillment process.
As coronavirus continues to spread globally, new ramifications are revealed daily. How is the virus impacting e-commerce operations and the supply chain, and how can retailers respond?
Here are the top three ways data analytics and AI can transform your supply chain.
This story looks at elements that produce excellent customer service and at some of the technology tools companies use to help them deliver excellent service to their customers.
A large pharma company teams up with Hub Group to achieve compliance with the best service at a reasonable cost.
What is the outlook for the U.S. furniture market moving forward? Here's what to expect.
E-commerce is quickly becoming a part of our everyday lives – putting pressure on retailers. Here are tips to help e-commerce shippers keep costs down and customers happy.
A profile of Matt Cantatore, COO of Ollie, a national service that delivers healthy, high-quality pet food that it sells direct-to-consumers.
This article first introduces Jim Bramlett’s Hassle Quotient score and how the internet has changed how companies compete, then focuses on how the Hassle Quotient applies to transportation and logistics.
This story explores some of the ways retailers use customer service to build customer loyalty, both in stores and in the e-commerce channel.
This article recommends 12 strategies companies can implement to speed product flow in the supply chain.
Innovations in logistics technology are making it possible to apply crowdsourcing long used for product design or marketing feedback in ways that are solving new problems that include final mile delivery of groceries and e-commerce orders to homes and businesses.
New York City Department of Transportation is keen on collaborating with shippers, transporters, and receivers to rethink their delivery schedule and shift to off-hour deliveries (OHD) with the goal of targeting 900 business establishments by the end of 2019.
The trends affecting supply chains require an agile approach.
Drone technology company Flytrex, in partnership with Aha.is—Iceland's largest online marketplace—launched 13 new routes for an autonomous on-demand urban drone delivery service to serve nearly half of Reykjavik.
Without great delivery route planning and scheduling, all the smart, powerful technology invested in grinds to a halt at the final hurdle.
Are last-mile deliveries being left to ununiformed, lightly skilled, newly hired Uberesque drivers, despite technology upgrades and changing consumer demands?
Is outsourcing your fulfillment the best option for your business? Here are 15 important questions to ask a potential partner.
Here’s how to navigate disruptions in the supply chain and turn them into new opportunities.
By following these steps, e-tailers can lower return rates, increasing profits and creating happier customers.
While Artificial Intelligence is not a new concept, what has changed is the power of computing, cloud-based service options and the applicability of AI to supply chain and logistics.
A new class of drones can speed inventory counts, administer life-saving medicine, anticipate your caffeine needs, and keep golfers on course.
The fulfillment part of multi-channel e-commerce is tricky; store delivery is one possible last-mile option.
The e-commerce space is evolving quickly, and retailers must take care to consider consumers' shifting expectations, especially when dealing with younger shoppers.
If you’re a small business trying to establish yourself or grow in e-commerce, you know it can be an uphill battle. That doesn’t mean you can’t compete.
Executing against the wrong e-commerce strategy – or not having a strategy at all – is a recipe for higher costs and lower customer satisfaction levels and can have a major negative impact on your business.