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Articles related to The Last Mile’s Lasting Impact

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Retail Logistics, Customer Service, Last Mile Delivery, Retail, Logistics, Supply Chain

3PLs & Carriers: At Your Service

A look at the metrics that shippers and their service providers use to evaluate the quality of customer service.

Keith Biondo

Customer Service, Last Mile Delivery

Delivering the Final Smile

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.

Last Mile Delivery, Demand Planning, Trucking, Technology

Optimizing the Last Mile

Businesses can address the challenges of the last mile with technology, along with these directives.

Last Mile Delivery, Distribution, Fulfillment, Inventory Management, Visibility

Consumers Have the Last (Mile) Laugh

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.

Troy Prothero

Customer Service, Food Logistics, Retail Logistics, Technology

How to Ensure Delight in the Grocery Aisle

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.

E-commerce, Last Mile Delivery, Retail

Knock, Knock! SMBs Deliver the Final Mile

Small and mid-sized manufacturers and retailers are killing it in the middle and final miles.

Aaron Hageman

E-commerce, Last Mile Delivery, Retail

Last Mile Predictions and Priorities

The continued demand and expectation for last-mile delivery will require new solutions to optimize a strained supply chain.

Last Mile Delivery, Logistics, Transportation

Crawlers Conquer the Last Mile Before Takeoff

NASA's crawler-transporters do the heavy lifting for space exploration, transporting rockets and equipment to the launch pad at the Kennedy Space Center.

E-commerce, Customer Service, Fulfillment

Improving CX: Going the Extra Mile

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.

E-commerce, Last Mile Delivery, Retail

Amazon Delivery Drivers, Assemble!

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.

Customer Service, Partnership, Technology

10 Tips for Improving the Customer Experience

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.

Last Mile Delivery, Safety, Technology

USPS Steps Up Its Fleet Game

The U.S. Postal Service (USPS) invested in the most significant modernization of its fleet in three decades.

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Pizza Pizza!

Even though the pandemic took a bite out of pizza restaurant growth, sales remain steady as businesses cook up new delivery strategies.

3PL, Last Mile Delivery, Technology

Uncorking Last-Mile Bottlenecks

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.

Customer Service, Partnership, Technology

Creating an Exceptional Customer Experience

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.

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Amping Up the CX

A look at some of the strategies that shippers and their 3PL partners use to provide end customers with an excellent experience.

Tara Meier

Customer Service, Third-Party Logistics, Partnership

What Is the Best Method to Measure Customer Satisfaction?

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.

Last Mile Delivery, Inventory Management, Warehousing

Supply Chain Checklist for a COVID-19 World

Here are some key strategies for improving your supply chain in the current environment, as well as preparing to adapt to the uncertainties ahead.

Last Mile Delivery, Distribution, Logistics

Traffic Control

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.

Customer Service

Bolstering Customer Experience in the Supply Chain

3PL MD Logistics becomes an integral part of retailers’ supply chains, focusing on both its customer’s experience and their customers’ experience.

Customer Service, Supply Chain, Technology

What Is a Continuous Delivery Experience and How Has COVID-19 Increased Its Importance in the Supply Chain?

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.

Last Mile Delivery, Technology

UPS Upgrades Unmanned Drone Fleet

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.

E-commerce, Last Mile Delivery, Retail

Map Mishaps Throw Last-Mile Drivers Off Course

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.

E-commerce, Last Mile Delivery, Demand Planning

Last Mile Delivery Strategies During COVID-19 and Other Supply Chain Disruptions

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, Last Mile Delivery, Retail

Crossing the Final-Mile Finish Line

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.

Oren Zaslansky

3PL, Last Mile Delivery, Retail

Navigating Amazon's Move into Freight

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.

E-commerce, Last Mile Delivery, Retail, Transportation

Winning Moves for the Last Mile

Take a look at the strategies that retailers and their service partners use to improve last-mile delivery for direct-to-consumer sales.

Customer Service, Logistics Solutions Providers, Transportation Management Systems (TMS)

Importer Maximizes Savings and Customer Service with Kuebix TMS

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.

Customer Service, Supply Chain, Transportation

GOOD QUESTION | When choosing a logistics provider, what’s more important: cost or customer service?

Readers reveal the deciding factor in choosing a logistics provider: cost or customer service.

Michael Burdiek

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Seeing Clearly: The Value of Visibility

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.

E-commerce, Last Mile Delivery, Transportation

Urban Logistics

Where the e-commerce boom intersects with urban centers, logisticians get street—and space—smart.

Customer Service, Technology

Five Reasons Why the Delivery Economy Is Here… Now

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.

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Optimizing the Last Mile

Doing the final mile correctly leads to repeat business and loyal customers, but last mile processes involve more than just a truck and driver.

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Walgreens Brings the Goods to You With New Drone Delivery Program

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.

Scott Fisher

Customer Service, Supply Chain

EFW's Net Promoter Score Program Measures Customer Satisfaction

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.

Customer Service, Logistics, Supply Chain

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.

Last Mile Delivery, Logistics I.T., Supply Chain

Japan Tests Self-Driving Delivery System

Robot maker e-Novia is testing a self-driving delivery system in Japan to service the areas hit by the 2011 Fukushima earthquake.

Thomas Griffin

Intermodal, Customer Service, Supply Chain

CRM System Brings Ease of Use and Multimodal Benefits - DLS Worldwide

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.

E-commerce, Last Mile Delivery, Supply Chain

Last-Mile Logistics: How Sellers Can Make It a Strength and Not a Setback

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.

E-commerce, Last Mile Delivery, Supply Chain

Super-sizing E-commerce Deliveries

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.

Customer Service, Logistics, Supply Chain

The Customer Experience: The Last Mile Gets the Royal Treatment

This story examines how e-commerce retailers use last-mile fulfillment strategies to gain competitive advantage.

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Primed for Amazon

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.

Dr. David Widdifield

E-commerce, Last Mile Delivery, Logistics, Transportation

The Last Mile—History Repeating As Supply Managers Face Peak Season - Crane Worldwide Logistics

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.

Customer Service, Logistics, Supply Chain

Use Your Supply Chain to Earn
Customer Loyalty

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.

Customer Service, Logistics, Supply Chain

Auditing Beyond Compliance

Evaluating the continuing alignment of customer requirements, acceptable associated risk and service provider capability.

E-commerce, Last Mile Delivery, Retail, Risk Management, Supply Chain

GOOD QUESTION | What’s your supply chain resolution for 2017?

Readers reveal the issues that could disrupt the supply chain…as well as their sleep.

E-commerce, Last Mile Delivery, Logistics, Supply Chain

GOOD QUESTION | What logistics concerns keep you up at night?

Readers reveal the issues that could disrupt the supply chain…as well as their sleep.

Andrew Lynch

3PL, Customer Service, Logistics, Third-Party Logistics, Supply Chain, Transportation

How Specialized Transportation Can Improve Customer Service

Working with a specialized transportation provider will save you time and headaches while keeping your customers happy and costs down.

Heather Vacca

Big Data, Last Mile Delivery, Global Logistics, Supply Chain, Technology , Transportation, Visibility

Four Technologies Set to Change the Future of Logistics

Get ready for a supply chain paradigm shift. These technologies will cause shippers to rethink cost-cutting measures and rewrite logistics strategies.

3PL, Customer Service, Logistics, Third-Party Logistics, Supply Chain, Visibility

GOOD QUESTION | When choosing a carrier/supplier, what’s more important: cost or customer service?

Readers choose between cost and customer service as the most important selection criterion for a carrier or supplier.

Last Mile Delivery, Logistics, Supply Chain, Specialized Logistics

Making the Last Mile a Differentiator

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.

Thomas Griffin

Customer Service, Logistics, Supply Chain, Trucking, Transportation

Keys to Customer Retention in a Competitive Environment

Customer retention in today’s competitive marketplace is important. Thomas Griffin of DLS Worldwide offers the keys to customer retention.

Brian Bourke

Customer Service, Global Logistics, Retail, Logistics, Supply Chain

Global Retail Expansion: The Convergence of Marketing, Customer Service, and Supply Chain Strategies

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.

Keith Biondo

3PL, Customer Service, Logistics, Third-Party Logistics, Supply Chain

Still Pushing Your Customers Around?

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.

Rob Kriewaldt

E-commerce, 3PL, Customer Service, Retail, Logistics, Third-Party Logistics, Supply Chain

Become an Extension of Your Client’s Brand

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.

John Rodeheffer

3PL, Customer Service, Logistics, Third-Party Logistics, Supply Chain, Technology

3PL Customer Service Specialization

Industry expertise is the most impactful way to positively affect customer service requirements.

3PL, Customer Service, Logistics, Third-Party Logistics, Partnership, Supply Chain

Readers' Choice: Top 10 3PL Excellence Awards 2016

Year after year, the IL 3PL survey reveals the importance of great customer service to shippers.

Customer Service, Logistics, Partnership, Supply Chain, Technology , Visibility

Cloud-Based Route Planning? That Would Be Ideal!

Wholesale distributor Ideal Supply re-routed its delivery network through the cloud with the help of logistics technology provider Descartes.

Rob Honeycutt

Customer Service, Manufacturing

Optimizing the Industrial Purchasing Experience

An instant selling and ordering procedure could be a differentiator for industrial companies looking to boost their customers' industrial buying experience.

Last Mile Delivery, Logistics, Technology

Drones in last-mile logistics: hype or help?

Readers weigh in on the future of drones in last-mile logistics.

Last Mile Delivery, Logistics, Supply Chain, Technology , Warehousing

Trends—May 2016

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

Radek Maly

Careers, Customer Service, Global Logistics, Logistics, Partnership, Supply Chain

Multinational Diversity Drives Measurable Success in Logistics Operations

Multiculturalism can be the competitive advantage that makes the critical difference in the success of your supply chain operations.

Matt Elenjickal

Customer Service, Cloud Computing, Logistics, Supply Chain, Transportation Management Systems (TMS), Technology

Real-Time Load Tracking: Improving Productivity and Customer Service, and Reducing Costs

A real time tracking platform helps you revolutionize your logistics operations by improving service while reducing costs.

Steve Leavitt

3PL, Customer Service, Logistics, Third-Party Logistics, Supply Chain

How to Stand Out in a Crowded Marketplace

With so many choices available, varying freight, and small package shipping needs, the 3PL service offering needs to be about more than the transaction.

Felecia Stratton

Customer Service, Retail Logistics, Retail, Logistics, Supply Chain

Whatever It Takes

The true measure of customer service is what team members, carriers, and supply chain partners do when something goes wrong.

Customer Service, Logistics, Supply Chain, Technology

The Value of a Positive Customer Experience

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.

Customer Service, Logistics, Supply Chain

Customer Service Superstars And the Winners Are…

Three retailers explain how they use logistics and other functions to deliver outstanding customer service.

E-commerce, Last Mile Delivery, 3PL, Reverse Logistics, Logistics Solutions Providers, Logistics, Third-Party Logistics, Retail, Specialized Logistics, Transportation, Supply Chain Management

Channeling the Brick and Click Dilemma

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.

E-commerce, 3PL, Last Mile Delivery, Chemical Logistics, Logistics Solutions Providers, Logistics, Third-Party Logistics, Specialized Logistics, Technology , Supply Chain Management

Trends—July 2015

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

Joe Bellini

Customer Service, Demand Planning, Inventory Management, Retail, Logistics, Logistics I.T., Supply Chain Management

Inventory Replenishment: Why Push When You Can Pull?

Retailers are implementing technology to more accurately forecast demand.

Customer Service, Logistics, Logistics I.T., Trucking, Transportation Management Systems (TMS), Supply Chain Management, Transportation

Improving Shipper/Carrier Relationships

To help save money, shippers should build a strong relationship with their LTL carrier.

3PL, Global Economy, Customer Service, Freight Forwarders, Legislation, Public Policy, and Regulations, Logistics, Technology

The Kings of ACE

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.

Customer Service, Logistics, Supply Chain Management, Transportation

Choosing a Route Planning System

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.

Last Mile Delivery, Logistics, Intermodal, Trucking, Supply Chain Management, Transportation

Trucking From the Driver’s Seat

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.

Last Mile Delivery, Logistics, Packaging, Supply Chain Management

A DIM Future for Packaging

Inbound Logistics asked these experts to weigh in on the dimensional weight pricing changes that UPS and FedEx implemented on January 1, 2015.

Thierry Tosi

Military Logistics, Last Mile Delivery, Supply Chain Management

Managing the Aerospace Supply Chain

Increases in public and private aircraft demand have aerospace supply chain stakeholders changing the way they get things done.

Felecia Stratton

E-commerce, Customer Service, Retail

Service With A Demand-driven Smile

As e-commerce and ominchannel raise expectations, and consumers become more impatient, supply chain practitioners turn to technology to help them perform.

3PL, Customer Service, Logistics, Supply Chain Management

Customer Service: It’s the Thought That Counts

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.

China, Customer Service

Navigating Uncharted Territory

Geodis Wilson helps Alfa Laval deliver complex cargo to global destinations.

Roei Ganzarski

Last Mile Delivery, Demand Planning, Logistics I.T.

Avoiding Christmas Past: Use Technology to Ensure Timely Holiday Deliveries

Investments in technology might just be the way to save Christmas.

Customer Service, Food Logistics, Supply Chain Management

Leslie Dean: Serving Up FroYo Mojo

Profile of Leslie Dean, senior director, supply chain, at Menchie’s Frozen Yogurt.

Air Cargo, E-commerce, Economic Development, Customer Service, Retail, Ocean, Logistics I.T., Ports, Trucking, Transportation Infrastructure, Supply Chain Management, Transportation

Trends—October 2014

UPS makes major improvements to save Christmas; PANYNJ invests $5.5 billion to streamline port operations

E-commerce, Asia, China, Customer Service, Canada, Global Logistics, Retail, Partnership

Global Logistics—October 2014

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

Customer Service, Global Logistics, Supply Chain Management

Uncovering Value Through Performance Metrics

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.

Customer Service, Distribution, Inventory Management, Manufacturing, Legislation, Public Policy, and Regulations, Retail, Supply Chain Management

From the Outside In: Supply Chain as Strategic Advantage

Executives at two leading companies weigh in on supply chain’s value to their organizations.

Bruce Kulp, SVP of supply chain and refurbishment, Game Stop

E-commerce, Customer Service, Education & Careers, Reverse Logistics, Retail

Bruce Kulp Scores Big

When it comes to keeping up with demand, Game Stop's Bruce Kulp doesn’t play around.

Customer Service, Partnership, Supply Chain Management

Tapping Social Media to Power Your Supply Chain

Many companies use social media to improve supply chain operations by connecting shippers and service providers.

Retail trends including social commerce, multi-channel efficiency, marketing

Last Mile Delivery, Retail, Ocean, Supply Chain Management

Trends—April 2014

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

Illustration of expedited courier

E-commerce, Expedited Shipping, Last Mile Delivery

Same Day Delivery: The Amazing Race

Garrick Pohl of Zipments discusses how the company facilitates same-day delivery.

Chris Halkyard

E-commerce, Customer Service, Inventory Management, Retail, Materials Handling, Site Selection, Supply Chain Management, Warehousing

Setting the E-Commerce Gold Standard

Chris Halkyard, chief supply chain officer for e-commerce site Gilt, discusses managing flash sale logistics.

E-commerce, 3PL, Customer Service, Retail, Supply Chain Management

Customer Service: Delivering the Royal Treatment

As evolving retail models push shopper expectations, companies explore new models for delivering great customer service.

3PL, Customer Service, Supply Chain Management

Plugging Multiple Brands Into Multiple Channels

Geodis Wilson helps integrated design technology company Dana Innovations expand its international supply chain.

Keith Biondo

E-commerce, Customer Service, Retail, Supply Chain Management

Visions of Customer Service

Companies such as Amazon show delivery speed and logistics agility provide the customer service levels retailers need to win.

Customer Service

Measuring Customer Service: The Up-and-Coming KPI

Customer service is improving as some shippers and their service providers work to develop key performance indicators (KPIs) that measure customer service metrics.

Customer Service

Weaving a New, Strong North American Presence

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.

Customer Service

A Window of Opportunity

Window and door maker Simonton partners with Cardinal Logistics for dedicated delivery to dealers and big box retailers across the United States.

Customer Service, Partnership, Transportation Management

Jumping Through Hoops: The Importance of Vendor Compliance

Small companies face challenges in meeting the rules set out in vendor requirements manuals. Best practices help them comply with retailers’ supplier requirements successfully.

gold medal customer service

E-commerce, Customer Service, Retail, Warehousing

Superstar Service: Supply Chain Strategies Win Satisfied Customers

Retailers such as Brookstone, BuySeasons, Pet Supplies Plus, and Wayfair streamline their supply chains to deliver better customer service.

Customer Service

Dedicated Refrigerated Fleet Helps Food Distributor Keep Its Cool

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.

Customer Service

Superior Service, Seven Days a Week

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.

milo's tea truck drivers

Customer Service

Reliable In-Store Deliveries Fit to a Tea

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.

Customer Service

Freight Consolidation Drives Auto Supply Chain Efficiency

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

3PL, Customer Service

Does Your 3PL Provide ‘Golden Rule’ Customer Service?

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

3PL, Last Mile Delivery

White Glove Services: Ask for What You Need

Jerry Levy of Specialized Transportation Inc. explains how to get the best service from white-glove logistics providers.

3PL, Customer Service, Supply Chain Management

Managing a Customer-Driven 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.

Felecia Stratton

Customer Service

Customer Service: Who Needs it?

To survive and grow in today's demanding, competitive economy, companies must excel at both supply chain management and customer service.

Customer Service, Distribution

Nexus Distribution: A Fresh Sheet of 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.

Customer Service

Hyundai Merchant Marine (HMM): Plus-Sized Customer Service

Women’s apparel retailer Charming Shoppes praises the red-carpet treatment it gets from logistics partner Hyundai Merchant Marine.

Keith Biondo

3PL, Customer Service, Partnership, Supply Chain Management

What We’ve Got Here is Failure to Communicate

A failure to communicate is the primary reason that 3PL relationships fall apart, according to Inbound Logistics' annual third-party logistics survey.

E-commerce, Customer Service, Distribution, Retail

E-Commerce: Delivering the Goods

A new study from Descartes Systems Group shows the ongoing e-commerce growth and the importance of delivery performance for customers.

Last Mile Delivery, Automotive Logistics, Cloud Computing, Logistics Solutions Providers, Transportation Management

Google Searches for Last-Mile Market

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

E-commerce, Last Mile Delivery, Retail

White Glove Services: When It's Time to Call In a Specialist

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.

Oliver Wright

Customer Service, Risk Management, Technology

Supply Chain: An Engine of Post-Pandemic Growth

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.

Paul A. Myerson

E-commerce, Last Mile Delivery, Retail

Omnichannel Delivers, But at What Cost?

The real winners in e-commerce and omnichannel retail will be the ones who master managing their fulfillment and last-mile operations and costs.

Last Mile Delivery, Security, Technology

You've Got Drone Mail

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.

Careers, Customer Service

Steering ArcBest with Values and Trust

Profile of Judy R. McReynolds, chairman, president and CEO, ArcBest.

E-commerce, Last Mile Delivery, Fulfillment

Revisiting 2020

This was a year like no other for supply chain and logistics management. here's what we'll remember about 2020.

E-commerce, Last Mile Delivery, Retail

DHL Shares Strategy for Peak Season and Beyond

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.

Dave Glancy

Customer Service, Demand Planning, Transportation

Building Resilience With Dedicated Transportation 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.

Mark Scullion

Last Mile Delivery, Supply Chain, Safety

Protecting Health, Safety, and Final-Mile Delivery During a Pandemic

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.

Big Data, Customer Service, Finance

Master Class in ROI

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.

Mohammad Ansari

Customer Service, Demand Planning

Four Behaviors of Design Thinking

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.

3PL, Customer Service, Demand Planning

Getting Crafty with Supply Chain Solutions

Verst Logistics helped an arts and crafts supplies company address peak season challenges and growing sales by expanding its supply chain capabilities.

E-commerce, Customer Service, Technology

How Small to Mid-Sized Businesses Can Recover Faster

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.

Randy Tucker

E-commerce, Customer Service, Retail

Agility On Demand

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.

Customer Service, Retail, Technology

There's No Business Like Shoe Business

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.

Kraig Foreman

E-commerce, Expedited Shipping, Last Mile Delivery

The Need for Speed: Overcoming the Final Hurdles to Faster E-Commerce Deliveries

Retailers need to address new challenges, from bolstering distribution networks to managing complexity, to continue to expand their e-commerce operations.

David Osorio

3PL, Customer Service, Insurance

How 3PLs Can Minimize Claims and Help Customers Understand Liability

3PLs can become an ally for their customers in the event of a loss, damage, or delay, providing outstanding customer service and support.

Kyle Krug

3PL, Customer Service, Technology

What to Look For in a 3PL

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.

Last Mile Delivery, Technology

The Sky's the Limit for UPS With New FAA Drone Approval

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.

Last Mile Delivery, Supply Chain, Technology

Consumer Demands Put Pressure on Furniture’s Final Mile

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.

E-commerce, Customer Service, Supply Chain

Building Brand Love

Supply chain efficiencies can support brand strategies in key ways.

Customer Service, Supply Chain, Technology

Can Your Supply Chain Turn on a Dime?

New and noteworthy in the supply chain.

Last Mile Delivery, Supply Chain, Warehousing

Supply Chain Automation Surges

Supply chain automation is gaining ground, particularly in warehousing and middle- and last-mile logistics.

Customer Service, Logistics

Is Process Killing the Customer Experience?

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.

George Prest

Last Mile Delivery, Logistics, Supply Chain, Trucking

The New Era of Smart City Logistics - MHI

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.

Last Mile Delivery, Logistics, Supply Chain, Technology

Will Same-day Production and Delivery of Replacement Parts Become Standard?

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.

Customer Service, Logistics, Supply Chain, Transportation Management Systems (TMS)

Large Multi-National Seeks Global Supply Chain Visibility 

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.

Last Mile Delivery, Logistics I.T., Technology

Using Actionable Real-Time Visibility to Impact the Consumer Experience

Utilizing technology has become vitally important to improving both last-mile delivery and the end consumer’s experience with a brand.

Air Cargo, Last Mile Delivery, Expedited Air, Robotics, Wind Logistics

Drones: Ready for Takeoff

The latest drone innovations include wind farm duty, last-mile stints, and an end-to-end middle mile cargo system.

Keith Biondo

Customer Service, Inventory Management, Sustainability

Rowenta Irons Out Inventory Challenges

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.

Last Mile Delivery, Distribution, Retail

Pool Distribution Increases the Speed to Market for Fast-Fashion Giant

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.

CJ Singh

Health Care Logistics, Customer Service, Technology

Is the Healthcare Supply Chain Ready for the Netflix Effect?

How big transportation is impacting global economics and mid-size businesses—an expert’s view on Uber Freight’s acquisition of Transplace.

Last Mile Delivery, Supply Chain, Visibility

Survival of Companies Depends Entirely on Managing Supply Chain’s 5 V’s

As supply chains continue to grow in complexity, here are the 5 V's that should top priority lists.

E-commerce, Last Mile Delivery, Retail

Handle with White Gloves

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.

Careers, Customer Service, Distribution

Sylvia Wilks: Kicking the Tires

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.

Customer Service, Partnership, Technology

Rolling Out a Major Product Transition Across the Globe

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

E-commerce, Customer Service, Technology

Easing E-Commerce Pain Points

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

3PL, Customer Service, Partnership

Partnering with a Logistics Specialist Brings Major Benefits

Thomas Griffin, president at DLS Worldwide, discusses how partnering with a large, experienced logistics company can offer technology, agility, and customer service benefits.

E-commerce, Cross-border Trade, Last Mile Delivery

Postal Operators Deliver on E-Commerce

Parcels and cross-border e-commerce are taking precedence over traditional services for postal operators, who continuously manage growing postal e-commerce traffic.

Brian Bourke

E-commerce, Expedited Shipping, Last Mile Delivery

True Next Day—Why It Matters

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.

E-commerce, Customer Service, Fulfillment

Streamlining E-Commerce Fulfillment

Ten tips every digital retailer needs to know to streamline their e-commerce fulfillment process.

E-commerce, Customer Service, Retail

How Is Coronavirus Impacting E-Commerce?

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?

Jay Fraze

Customer Service, Technology , Supply Chain Management

The Secret Behind the Best Supply Chain Transformations

Here are the top three ways data analytics and AI can transform your supply chain.

E-commerce, Customer Service, Technology

The CX Files

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.

Pharmaceutical Logistics, Customer Service, Supply Chain

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.

Last Mile Delivery, Retail, Supply Chain

VERTICAL FOCUS | Furniture

What is the outlook for the U.S. furniture market moving forward? Here's what to expect.

E-commerce, Expedited Shipping, Last Mile Delivery

Tackling E-Commerce Shipping

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.

Customer Service, Sourcing/Negotiations, Supply Chain

Leading a Supply Chain With Dogged Determination

A profile of Matt Cantatore, COO of Ollie, a national service that delivers healthy, high-quality pet food that it sells direct-to-consumers.

Customer Service, Logistics, Supply Chain

The Hassle Quotient: A New Formula for Industry Domination

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.

Customer Service, Retail Logistics, Retail

How Retailers Earn 5-Star Reviews

This story explores some of the ways retailers use customer service to build customer loyalty, both in stores and in the e-commerce channel.

Last Mile Delivery, Logistics, Supply Chain, Warehousing

12 Ways to Increase Supply Chain Velocity

This article recommends 12 strategies companies can implement to speed product flow in the supply chain.

Last Mile Delivery, Logistics, Supply Chain, Transportation

Facing the Crowd

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.

Last Mile Delivery, Logistics, Transportation

New York City Introduces Off-Hour Deliveries Program to Combat Congestion

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.

Martin Verwijmeren

Customer Service, Inventory Management, Logistics, Supply Chain

Tuning Into Supply Chain Orchestration

The trends affecting supply chains require an agile approach.

Last Mile Delivery, Logistics, Supply Chain, Technology

In Iceland, There's No Place Like Drone

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.

William Salter

Last Mile Delivery, Logistics, Supply Chain

Last-Mile Technology Needs a Radical Rethink

Without great delivery route planning and scheduling, all the smart, powerful technology invested in grinds to a halt at the final hurdle.

Keith Biondo

Last Mile Delivery, Logistics, Supply Chain

Checking In: The Last Grimy Mile

Are last-mile deliveries being left to ununiformed, lightly skilled, newly hired Uberesque drivers, despite technology upgrades and changing consumer demands?

3PL, Customer Service, Fulfillment, Supply Chain

15 Key Questions to Ask Before Choosing an Outsourced Fulfillment Partner

Is outsourcing your fulfillment the best option for your business? Here are 15 important questions to ask a potential partner.

Earl van As

Customer Service, Supply Chain, Supply Chain Management

Supply Chain Commentary: Five Challenges to Embrace and Channel into Business Advantages

Here’s how to navigate disruptions in the supply chain and turn them into new opportunities.

Last Mile Delivery, Retail Logistics, Retail

How E-Tailers Can Reduce Return Rates for Large Items

By following these steps, e-tailers can lower return rates, increasing profits and creating happier customers.

Big Data, Customer Service, Supply Chain, Technology

Supply Chain AI: This Time It’s for Real

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.

Last Mile Delivery, Logistics, Supply Chain, Technology

Drones: Most Likely to Succeed

A new class of drones can speed inventory counts, administer life-saving medicine, anticipate your caffeine needs, and keep golfers on course.

Paul A. Myerson

E-commerce, Last Mile Delivery, Lean, Retail, Supply Chain

Store Delivery Keeps Retailers in the Game

The fulfillment part of multi-channel e-commerce is tricky; store delivery is one possible last-mile option.

E-commerce, Last Mile Delivery, Logistics, Packaging, Supply Chain

E-Commerce Supply Chains in 2018: Millennial Consumers Most Concerned With Speed and Affordability of Deliveries

The e-commerce space is evolving quickly, and retailers must take care to consider consumers' shifting expectations, especially when dealing with younger shoppers.

Expedited Shipping, Last Mile Delivery, Logistics, Supply Chain

How Small Businesses Can Win at E-Commerce

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.

Last Mile Delivery, Logistics, Supply Chain, Technology

Bots on the Ground

Intermodal, Customer Service, Logistics, Rail, Supply Chain, Transportation

Increased Capacity and Flexibility

Sean Wilcox

E-commerce, Customer Service, Retail, Logistics, Supply Chain

Shipping and Delivery: How to Get it Right

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.

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