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Articles related to Weaving a New, Strong North American Presence

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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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

Customer Service, Last Mile Delivery

The Last Mile’s Lasting Impact

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.

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, 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.

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.

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.

Martin Verwijmeren

Customer Service, Inventory Management, Logistics, Supply Chain

Tuning Into Supply Chain Orchestration

The trends affecting supply chains require an agile approach.

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.

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.

Related Resources

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Related Company Profiles

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