Related Articles
Customer Service, Last Mile Delivery, Retail Logistics, 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.
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.
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.
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.
E-commerce, Last Mile Delivery, Logistics, Site Selection, Supply Chain
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
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, 3PL, Last Mile Delivery, Reverse Logistics, Logistics Solutions Providers, Retail, Logistics, Third-Party Logistics, Specialized Logistics, Supply Chain Management, Transportation
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
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.
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.
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.
Navigating Uncharted Territory
Geodis Wilson helps Alfa Laval deliver complex cargo to global destinations.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Intermodal, Customer Service, Logistics, Rail, Supply Chain, Transportation
Increased Capacity and Flexibility
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.
©2019 Thomas Publishing Company