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.
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.
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.
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.
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.
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.
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.
This story examines how e-commerce retailers use last-mile fulfillment strategies to gain competitive advantage.
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.
Working with a specialized transportation provider will save you time and headaches while keeping your customers happy and costs down.
A look at the metrics that shippers and their service providers use to evaluate the quality of customer service.
Readers choose between cost and customer service as the most important selection criterion for a carrier or supplier.
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.
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.
Retailers are implementing technology to more accurately forecast demand.
To help save money, shippers should build a strong relationship with their LTL carrier.
When it came time to face the ACE, HW St. John bet on an automated solution that streamlines processes and deals customers a winning hand.
A route planning systems can drastically reduce the time it takes to plan your transportation schedule. Other benefits include lower mileage and fuel usage, decreased carbon emissions, and increased customer service.
As e-commerce and ominchannel raise expectations, and consumers become more impatient, supply chain practitioners turn to technology to help them perform.
Technology is enabling an unprecedented level of transparency and communication to help shippers and their logistics providers understand each other's operations, and collaborate in ways that were much more difficult in the past.
Geodis Wilson helps Alfa Laval deliver complex cargo to global destinations.
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.
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.
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.
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.
From traditional heavy goods shipments to the new influx of e-commerce-fueled home deliveries, the last mile plays a crucial role in the supply chain.
Logistics providers who work to understand shippers' needs help create customer service success, as illustrated by case studies involving Pep Boys, McCain Foods, and USG Corporation.
To survive and grow in today's demanding, competitive economy, companies must excel at both supply chain management and customer service.
When Boise Paper wanted to consolidate five Northeast region facilities into just one, it turned to Nexus Distribution for customer service excellence built on a sound implementation process.
Women’s apparel retailer Charming Shoppes praises the red-carpet treatment it gets from logistics partner Hyundai Merchant Marine.
A failure to communicate is the primary reason that 3PL relationships fall apart, according to Inbound Logistics' annual third-party logistics survey.
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.
Profile of Judy R. McReynolds, chairman, president and CEO, ArcBest.
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.
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.
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.
Supply chain efficiencies can support brand strategies in key ways.
New and noteworthy in the supply chain.
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.
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.
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.
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.
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.
The trends affecting supply chains require an agile approach.
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.
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.
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.