Expert insights. Personalized for you.
Global Transportation: Get the Customer Service You Deserve. While no one can predict the effect these alliances will have on pricing, a common fear for many shippers revolves around the impact on customer service. These recent drops in ocean carriers’ service capabilities make third party logistics providers (3PLs) a more viable option for shippers of all sizes, especially those looking to balance cost with service. MORE
Do FMCG, Drinks & Pharma Companies delude themselves on Customer Service? Whatever service related KPI you measure, the KPI is designed to asses how you are performing both internally and at a retailer or outlet level, against peers. Customer service Brewing & Beverages FMCG Logistics Service Provider Dave Jordan Pharma KPI Logistics ManagementI think some may well be doing this and may or may not know it! MORE
A regular customer steps into your store to get a particular brand of organic cereal that she’s been buying for the past year. Guess what – a single moment of customer frustration could cost you billions of dollars. One bad experience is all it takes to break a customer’s loyalty. Do your customers get a consistently pleasant in-store experience, or do they have to go through inconveniences such as long lines at the cash register ? MORE
A MDM strategy enabled with today’s cloud-based network platforms begins with the basic premise that healthy financials are driven and sustained by a healthy relationship with our customers. We go to great lengths in protecting our relationships with both our customers and suppliers in order to be sure we can satisfy the actual demand at the right time in the right location. But what are the hidden costs of providing these higher levels of customer service? MORE
The post How a “Disruptor” is Using Supply Chain Innovation to Deliver Exceptional Customer Service appeared first on The Network Effect. One innovative company is taking on the big four wireless carriers and other players in the consumer wireless market. Automated Future Consumer Goods Digital Supply Chain Retail Supply Chain Management The Network Effect Visibility high-tech Republic Wireless supply chain MORE
We’ve all heard the phrase, “The customer is always right.” Blake Morgan ( @BlakeMichelleM ), a self-described customer experience futurist, explains that the axiom reflects a philosophy more than a truth. She explains, “The customer is always right is a phrase pioneered by Harry Gordon Selfridge, John Wanamaker and Marshall Field. They didn’t actually intend the phrase to mean that the customer was in the right in every situation. MORE
Rather than functioning as a point of positive difference, customers in eCommerce spheres now expect reasonably straightforward access to their tracking information on product shipments. Step 2: Facilitate their Best Service Opportunity. MORE
Customer service in logistics is an often-overlooked aspect of a provider’s capabilities. . But, in today’s competitive landscape, the importance of customer service in logistics should not be undervalued. . Why is customer service in logistics critical? . MORE
Using your supply chain capabilities as a tool to increase customer satisfaction while controlling costs is a great way to differentiate you from your competitors, increase customer loyalty, and sustain long-term revenue growth. Strategy Customer Service Fulfillment MORE
The post Setting up your business for successful customer service in 2021 appeared first on IT Supply Chain. By Neil Hammerton (pictured). CEO and Co-founder, Natterbox. Industry Talk MORE
In the supply chain and logistics industry, exception management is often defined as a process that’s set up to capture information that sets outside the normal parameters of doing business – exceptions to the normal flow of your supply chain, from consumer purchase to packing and shipping to delivery on a customer’s doorstep. The post Better Customer Service (and More) Through Exception Management appeared first on ModusLink Global Solutions. MORE
Very little has more impact on a company’s success than customer satisfaction. Most people realize that on-time delivery plays a key role in how business’ satisfy customer needs, but customer satisfaction can be an expensive undertaking if the company doesn’t manage all aspects of customer service and the business processes that affect them. True customer satisfaction is a measure of sales, delivery and after sale performance. MORE
The Omni-channel Approach to Customer Experience! Top of mind for customers is swift and consistent support–hence the rise of omnichannel customer service. Today’s customers no longer simply rely on calling customer support for assistance. Businesses providing omnichannel customer service have made the lives of consumers easier while improving profits for themselves. Understand your customer’s most preferred channels. Subscribe Here! MORE
A Strong RMA Process is Vital to Achieving World Class Customer Service. Most companies strive to achieve world class customer service. It is understood that repeat customers lead to business success. Shipping goods back to the customer . MORE
Customer service SKU FMCG Dave Jordan Supply Chain S&OPMany SKUs sneak onto FMCG price lists when nobody is looking and this is far from facilitating constructive market development. MORE
The success of your business depends on it, because if you can’t adapt and adjust, your customers will find someone who can. Exemplary customer service matters to your bottom line. Whether you work in business-to-business (B2B), business-to-consumer (B2C) or any other space, the reality is, we all have customers to serve. The result of poor customer service. Can your company really afford to lose that many customers? MORE
The post Does Perfect Customer Service Make Sense? In supply chain management, it is widely accepted that holding enough finished goods inventory to fulfill every order is just too costly. Ipsen, a global bio-pharmaceutical company , disproves that. MORE
Retail supply chains catching up to Amazon. Competition to make and distribute consumer goods is at an all time high. Despite cries of a retail apocalypse, retailers like Walmart, Costco, and Target are all outperforming Amazon in the stock market this year. By competing with Amazon on convenience and leveraging the competitive advantage of their physical presence and human touch, these organizations are reinventing the importance of physical retail as we prepare to enter 2020. Common Challenge MORE
In my work with clients, customers bandy about the term “customer-centric supply chain.” I think that we should earn a five-star rating with customers every day. We need to improve the ability to serve the customer.” Customer Service Failure. MORE
These two words summarize the day of many customer service representatives (CSRs) across the world. Supply Chain Challenges Logistics Leadership 3PL Outsourcing Logistics Innovation Logistics Customer ServiceListen. React. Listen. React. Listen. React. MORE
We evaluate books related to customer service based on sales rank, reviews/endorsement by leading business leaders and show you the best customer service books. Finding Best Customer Service Books When we talk about customer service, people will usually think about the hotel and tourism business or banking business where products are less physically or tangible. What if you provide subpar customer service and customers run away? MORE
Customer service is a top priority for every business owner and manager. And when it comes to shipping, you want a shipping partner who takes customer service as seriously as you do. MORE
Customer Service: The Source of Supply Chain Innovation. In December’s issue of InBound, editor Keith Biondi cited customer service as the source for supply chain innovation. When you focus on your customer, you’re focusing on his/her success. The driver – that which causes the changes – is customer service. Customer Service: The Real Source of SCM Innovation. As tools they help you realize your customer’s needs. MORE
Do you know how this proliferation is likely to be affecting your customer service? When you have 16+ variants of the same shampoo pack size you can understand why picking errors occur, stocks become inaccurate leading to lower customer service levels. FMCG SKUs sneak onto price lists when nobody is looking! Sales & Marketing colleagues prefer new launches to have lengthy lists of SKUs; different flavours, different sizes, different colours, different shapes. MORE
The thinking goes that at some point, improving service levels means you are not adding inventory in a linear manner but rather exponentially. Though service levels were already very good versus external benchmarks, the number of stockouts dropped a further 75% from 2016 levels. MORE
Avoiding High Volume eCommerce Customer Service Calls appeared first on Convey. Last mile logistics aren’t notorious for being easy. As eCommerce sales rise and the […]. The post What’s WISMO? Retail Supply Chain Tips and Tricks MORE
The post Why customer service failures are usually the result of improper technology use appeared first on IT Supply Chain. By Neil Hammerton (pictured). CEO, Natterbox. MORE
Customer service is critical for business success and brand reputation. Exasperated or angry customers have numerous avenues to vet their frustrations and discourage others from becoming customers of unfriendly or hard-to-work with businesses. ”[1] Finding the right mixture of customer assistance aids, however, has proven tricky. AI and customer service. He explains, “AI powered customer service has picked up its fastest pace. MORE
What is the best customer service book? We will show you the best customer service book that CEOs and leading customer service gurus want you to read. Why customer service is more important now? When we talk about customer service, people will usually think about the hotel and tourism business or banking business where products are less physically or tangible. What if you provide subpar customer service and customers run away? MORE
The post Leverage Customer Service Automation Without Losing The Human Touch appeared first on Convey. With Amazon offering low prices, convenience, and fast shipping for free, other eCommerce brands […]. MORE
In this article we will look at the topic of customer service: getting it right in your business, understanding the implications for your distribution network, and how you can extract more value —and get more cost—out of your business. What should the service be? MORE
to service the Company’s home center retail customers in northeastern U.S. By installing a warehouse in this region, the Company expects to improve its environmental footprint by reducing the number of miles traveled within its distribution network while also reducing costs and improving its customer service levels. The warehouse is part of ScottsMiracle-Gro’s high-service distribution model that the Company began implementing across the U.S. A new 100,000-sq. MORE
We will show you best customer service book by objective evaluation based on sales rank, reviews, citation counts and endorsement by leading business leaders. Background When we talk about customer service, people will usually think about the hotel and tourism business or banking business where products are less physically or tangible. If you don't want to compete in the price war, outstanding customer service is the holy grail. - MORE
Rather than functioning as a point of positive difference, customers in eCommerce spheres now expect reasonably straightforward access to their tracking information on product shipments. ” If you want to stay competitive and cut back on customer service problems, here’s how to develop the level of transparency customers are looking for: Step 1: Pick Your Logistics Partners Carefully. Step 2: Facilitate their Best Service Opportunity. MORE
Customer Service Related Topics Supply Chain Shaman
OCTOBER 2, 2020
In my work with clients, customers bandy about the term “customer-centric supply chain.” I think that we should earn a five-star rating with customers every day. We need to improve the ability to serve the customer.” Customer Service Failure.
Logistics Viewpoints
NOVEMBER 23, 2020
The post Does Perfect Customer Service Make Sense? In supply chain management, it is widely accepted that holding enough finished goods inventory to fulfill every order is just too costly. Ipsen, a global bio-pharmaceutical company , disproves that.
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Industry Star
APRIL 11, 2021
Using your supply chain capabilities as a tool to increase customer satisfaction while controlling costs is a great way to differentiate you from your competitors, increase customer loyalty, and sustain long-term revenue growth. Strategy Customer Service Fulfillment
Logistics Viewpoints
NOVEMBER 23, 2020
The thinking goes that at some point, improving service levels means you are not adding inventory in a linear manner but rather exponentially. Though service levels were already very good versus external benchmarks, the number of stockouts dropped a further 75% from 2016 levels.
Speaker: Irina Rosca, Founder, sustainSCM and Director of Supply Chain and Customer Success Operations, Helix OpCo
Across industries, 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. When there is so much information in customer feedback, why do supply chain managers leave such expensive insights on the table? Supply chain touches the product from conception until it arrives in the hands of the customer, and sometimes through the recycling process. Join Irina Rosca, Director of Supply Chain and Customer Success at Helix as she walks through the key questions to connecting the supply chain with the voice of the customer.
Enterra Insights
JANUARY 14, 2021
We’ve all heard the phrase, “The customer is always right.” Blake Morgan ( @BlakeMichelleM ), a self-described customer experience futurist, explains that the axiom reflects a philosophy more than a truth. She explains, “The customer is always right is a phrase pioneered by Harry Gordon Selfridge, John Wanamaker and Marshall Field. They didn’t actually intend the phrase to mean that the customer was in the right in every situation.
4WL Consulting
AUGUST 31, 2017
Rather than functioning as a point of positive difference, customers in eCommerce spheres now expect reasonably straightforward access to their tracking information on product shipments. Step 2: Facilitate their Best Service Opportunity.
Zipline Logistics
MARCH 10, 2020
Customer service in logistics is an often-overlooked aspect of a provider’s capabilities. . But, in today’s competitive landscape, the importance of customer service in logistics should not be undervalued. . Why is customer service in logistics critical? .
QAD
MARCH 28, 2019
Very little has more impact on a company’s success than customer satisfaction. Most people realize that on-time delivery plays a key role in how business’ satisfy customer needs, but customer satisfaction can be an expensive undertaking if the company doesn’t manage all aspects of customer service and the business processes that affect them. True customer satisfaction is a measure of sales, delivery and after sale performance.
Supply Chain Opz
JULY 15, 2018
We evaluate books related to customer service based on sales rank, reviews/endorsement by leading business leaders and show you the best customer service books. Finding Best Customer Service Books When we talk about customer service, people will usually think about the hotel and tourism business or banking business where products are less physically or tangible. What if you provide subpar customer service and customers run away?
Speaker: Sarah Gibson, Platinum Operations Manager
The order-to-cash (O2C) process is often considered the lifeblood of an organization. It’s why so many business leaders are looking to next generation of O2C solutions to unlock value across their enterprise — value that’s necessary to remain competitive. Join us for an educational webinar with guest speaker, Sarah Gibson of Parts Town, as she takes attendees through her company’s digital transformation journey.
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The Logistics of Logistics
FEBRUARY 16, 2014
Customer Service: The Source of Supply Chain Innovation. In December’s issue of InBound, editor Keith Biondi cited customer service as the source for supply chain innovation. When you focus on your customer, you’re focusing on his/her success. The driver – that which causes the changes – is customer service. Customer Service: The Real Source of SCM Innovation. As tools they help you realize your customer’s needs.
Kane is Able
MAY 23, 2019
These two words summarize the day of many customer service representatives (CSRs) across the world. Supply Chain Challenges Logistics Leadership 3PL Outsourcing Logistics Innovation Logistics Customer ServiceListen. React. Listen. React. Listen. React.
IT Supply Chain
DECEMBER 16, 2020
The post Setting up your business for successful customer service in 2021 appeared first on IT Supply Chain. By Neil Hammerton (pictured). CEO and Co-founder, Natterbox. Industry Talk
4WL Consulting
AUGUST 31, 2017
Rather than functioning as a point of positive difference, customers in eCommerce spheres now expect reasonably straightforward access to their tracking information on product shipments. ” If you want to stay competitive and cut back on customer service problems, here’s how to develop the level of transparency customers are looking for: Step 1: Pick Your Logistics Partners Carefully. Step 2: Facilitate their Best Service Opportunity.
Kinaxis
APRIL 10, 2017
The success of your business depends on it, because if you can’t adapt and adjust, your customers will find someone who can. Exemplary customer service matters to your bottom line. Whether you work in business-to-business (B2B), business-to-consumer (B2C) or any other space, the reality is, we all have customers to serve. The result of poor customer service. Can your company really afford to lose that many customers?
IT Supply Chain
FEBRUARY 23, 2021
The post Why customer service failures are usually the result of improper technology use appeared first on IT Supply Chain. By Neil Hammerton (pictured). CEO, Natterbox.
Enchange Supply Chain Consultancy
MAY 13, 2015
Do you know how this proliferation is likely to be affecting your customer service? When you have 16+ variants of the same shampoo pack size you can understand why picking errors occur, stocks become inaccurate leading to lower customer service levels. FMCG SKUs sneak onto price lists when nobody is looking! Sales & Marketing colleagues prefer new launches to have lengthy lists of SKUs; different flavours, different sizes, different colours, different shapes.
Supply Chain Game Changer
NOVEMBER 18, 2018
The Omni-channel Approach to Customer Experience! Top of mind for customers is swift and consistent support–hence the rise of omnichannel customer service. Today’s customers no longer simply rely on calling customer support for assistance. Businesses providing omnichannel customer service have made the lives of consumers easier while improving profits for themselves. Understand your customer’s most preferred channels. Subscribe Here!
Convey
JUNE 10, 2020
The post Leverage Customer Service Automation Without Losing The Human Touch appeared first on Convey. With Amazon offering low prices, convenience, and fast shipping for free, other eCommerce brands […].
Convey
MAY 29, 2020
Avoiding High Volume eCommerce Customer Service Calls appeared first on Convey. Last mile logistics aren’t notorious for being easy. As eCommerce sales rise and the […]. The post What’s WISMO? Retail Supply Chain Tips and Tricks
The Network Effect
JULY 17, 2015
A MDM strategy enabled with today’s cloud-based network platforms begins with the basic premise that healthy financials are driven and sustained by a healthy relationship with our customers. We go to great lengths in protecting our relationships with both our customers and suppliers in order to be sure we can satisfy the actual demand at the right time in the right location. But what are the hidden costs of providing these higher levels of customer service?
Alloy
NOVEMBER 5, 2019
Retail supply chains catching up to Amazon. Competition to make and distribute consumer goods is at an all time high. Despite cries of a retail apocalypse, retailers like Walmart, Costco, and Target are all outperforming Amazon in the stock market this year. By competing with Amazon on convenience and leveraging the competitive advantage of their physical presence and human touch, these organizations are reinventing the importance of physical retail as we prepare to enter 2020. Common Challenge
ModusLink Corporation
APRIL 5, 2017
In the supply chain and logistics industry, exception management is often defined as a process that’s set up to capture information that sets outside the normal parameters of doing business – exceptions to the normal flow of your supply chain, from consumer purchase to packing and shipping to delivery on a customer’s doorstep. The post Better Customer Service (and More) Through Exception Management appeared first on ModusLink Global Solutions.
The Network Effect
MARCH 9, 2017
The post How a “Disruptor” is Using Supply Chain Innovation to Deliver Exceptional Customer Service appeared first on The Network Effect. One innovative company is taking on the big four wireless carriers and other players in the consumer wireless market. Automated Future Consumer Goods Digital Supply Chain Retail Supply Chain Management The Network Effect Visibility high-tech Republic Wireless supply chain
Enchange Supply Chain Consultancy
FEBRUARY 4, 2021
Customer service SKU FMCG Dave Jordan Supply Chain S&OPMany SKUs sneak onto FMCG price lists when nobody is looking and this is far from facilitating constructive market development.
Freight Center
MARCH 2, 2021
Customer service is a top priority for every business owner and manager. And when it comes to shipping, you want a shipping partner who takes customer service as seriously as you do.
CH Robinson Transportfolio
JULY 1, 2014
Global Transportation: Get the Customer Service You Deserve. While no one can predict the effect these alliances will have on pricing, a common fear for many shippers revolves around the impact on customer service. These recent drops in ocean carriers’ service capabilities make third party logistics providers (3PLs) a more viable option for shippers of all sizes, especially those looking to balance cost with service.
Enterra Insights
JULY 2, 2019
Customer service is critical for business success and brand reputation. Exasperated or angry customers have numerous avenues to vet their frustrations and discourage others from becoming customers of unfriendly or hard-to-work with businesses. ”[1] Finding the right mixture of customer assistance aids, however, has proven tricky. AI and customer service. He explains, “AI powered customer service has picked up its fastest pace.
Enchange Supply Chain Consultancy
AUGUST 6, 2018
Do FMCG, Drinks & Pharma Companies delude themselves on Customer Service? Whatever service related KPI you measure, the KPI is designed to asses how you are performing both internally and at a retailer or outlet level, against peers. Customer service Brewing & Beverages FMCG Logistics Service Provider Dave Jordan Pharma KPI Logistics ManagementI think some may well be doing this and may or may not know it!
Supply Chain Opz
JULY 15, 2018
We will show you best customer service book by objective evaluation based on sales rank, reviews, citation counts and endorsement by leading business leaders. Background When we talk about customer service, people will usually think about the hotel and tourism business or banking business where products are less physically or tangible. If you don't want to compete in the price war, outstanding customer service is the holy grail. -
DELMIA Quintiq
JULY 24, 2017
A regular customer steps into your store to get a particular brand of organic cereal that she’s been buying for the past year. Guess what – a single moment of customer frustration could cost you billions of dollars. One bad experience is all it takes to break a customer’s loyalty. Do your customers get a consistently pleasant in-store experience, or do they have to go through inconveniences such as long lines at the cash register ?
My Office Apps
JANUARY 20, 2020
A Strong RMA Process is Vital to Achieving World Class Customer Service. Most companies strive to achieve world class customer service. It is understood that repeat customers lead to business success. Shipping goods back to the customer .
Supply Chain Opz
DECEMBER 6, 2017
What is the best customer service book? We will show you the best customer service book that CEOs and leading customer service gurus want you to read. Why customer service is more important now? When we talk about customer service, people will usually think about the hotel and tourism business or banking business where products are less physically or tangible. What if you provide subpar customer service and customers run away?
Supply Chain Network
SEPTEMBER 7, 2011
to service the Company’s home center retail customers in northeastern U.S. By installing a warehouse in this region, the Company expects to improve its environmental footprint by reducing the number of miles traveled within its distribution network while also reducing costs and improving its customer service levels. The warehouse is part of ScottsMiracle-Gro’s high-service distribution model that the Company began implementing across the U.S. A new 100,000-sq.
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