GOODQUESTION
processes through the lens of customer service, but we should. Internal customers need access to goods and services essential to running a business. –Tony Harris
Anticipate Potential Problems
SVP and Head of Marketing and Solutions, SAP Business Network
Be out in front of every issue. When problems arise such as a delay, customers want to hear from you first, not vice versa. While continuing to navigate staffing challenges, make sure both customers and support teams have the digital tools needed to connect quickly and exchange accurate, timely information. –Jonathan Parks SVP of Supply Chain, iGPS Logistics Run your business. Do not let it run you. Get on top of the situation. Work hard to reduce the issues to a brief list of exceptions. Fix those exceptions with urgency. Ensure they do not get repeated. Repeat daily. Sounds simple—it is not. That said, working with this mindset will prove helpful regardless of where you find yourself working in the supply chain. –Richard Kohn Director, Marketing & Business Development, SeaCube Containers
OFFER DETAILED, REAL-TIME, HONEST COMMUNICATION. Ensure accuracy when setting up and dispatching orders and provide updates. Be honest about what is going on—fake excuses are easy to see through and hurt your credibility. –Adam Putzer
Director of Sales for Permanent Transportation Logistics Services CPC Logistics
LISTEN WITH THE INTENT TO UNDERSTAND, not respond. Having empathy for your peers and customers will support better outcomes.
–Matt Reddington, CPSM, CPM VP Operations, Procure Analytics
BE UPFRONT. With today’s supply chain challenges, being upfront about inventory, shipping timelines, and other order needs is only going to make for a stronger partnership in the future. Building and maintaining trust through frequent touch points can help suppliers address challenges early and anticipate customer needs. –Casey Huffling SVP, Barcode and Point-of-Sale, ScanSource IMPLEMENT COHESIVE PROCESSES that meet customer expectations, while investing in better network design and data systems to drive a streamlined user experience. The current omnichannel revolution impacts all parts of the supply chain, with consumer behavior evolving to
expect a frictionless brand experience wherever they shop. –Steve Sivitter CEO, 1WorldSync EMBRACE COLLABORATION and open communication with your customers. Having customers at the center of your execution strategy ensures not only their needs are met but also opens the gate for knowledge and mindshare, lending way to potential new innovations to offer. –Dr. Thomas Evans CTO, Honeywell Robotics WHEN YOU MAKE A MISTAKE, OWN IT. Commit to resolving it and educate your team to ensure it doesn’t happen again. –Bryn Heimbeck President/CEO, Trade Tech Inc.
MAKE SURE YOUR TEAM IS SATISFIED WITH THE ROLES THEY PLAY. Your workforce is as important as any other component of the process (trucks, materials, etc). Viewing them this way and keeping them engaged is an integral part of success. –Joe Parisi Strategic Account Executive, Aerotek LEVERAGE THE POWER OF DATA to drive actions that balance cost and service level. Sophisticated providers can deliver data insights that empower shippers. With a data-driven supply chain profile, shippers can challenge providers to identify opportunities that leverage their shipment volumes to everyone’s benefit. –Jim Blaeser Chief Procurement Officer Omni Logistics EXAMINE THE ENTIRE CUSTOMER JOURNEY throughout your supply chain from end to end. Focusing on just a single piece of customer service along the way could prevent you from enhancing the overall experience. –Chris Warticki Vice President, Customer Experience, Epicor
Have a great answer to a good question? Be sure to participate next month. We want to know:
What’s one supply chain misnomer you’d like to point out? What would be a better term? We’ll publish some answers. Tell us at editorial@inboundlogistics.com or tweet us @ILMAGAZINE #ILGOODQUESTION
December 2022 • Inbound Logistics 7
Powered by FlippingBook