Related Articles
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.
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.
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.
Customer Service, Demand Planning
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.
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.
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.
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.
Customer Service, Global Logistics, Technology
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.
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.
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.
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.
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.
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, Third-Party Logistics, 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.
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.
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), Transportation, Supply Chain Management
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.
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.
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.
E-commerce, Air Cargo, Customer Service, Economic Development, Retail, Ocean, Ports, Logistics I.T., Trucking, Transportation Infrastructure, Transportation, Supply Chain Management
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.
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, Customer Service, 3PL, 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.
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.
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.
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.
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, 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.
Steering ArcBest with Values and Trust
Profile of Judy R. McReynolds, chairman, president and CEO, ArcBest.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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, 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?
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.
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.
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.
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.
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.
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.
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