In this episode of Supply Chain Now, host Scott Luton and special guest co-host Tevon E. Taylor welcome Lori Boyer, Head of Content Marketing at EasyPost, to unpack the post-purchase experience (tracking, claims, and returns) and how owning these moments drives loyalty and repeat purchase. Drawing on fresh consumer research, Lori explains why reliability and flexibility now outrank “free,” why brands, not carriers, are held responsible for delivery outcomes, and how proactive notifications can double as high-performing marketing touchpoints. Together, the panel dives into practical plays shippers can run today: cutting “where is my order?” calls with automated, branded tracking; removing friction with one-click USPS claims filing; and turning adverse events into brand-building recoveries. They also explore modern return realities. From fraud and “keep-the-item” policies to sustainability pressures, and how to reduce returns at the source with better product information, sizing guidance, and segmentation. If you ship anything in 2025, this fast-moving conversation is a field guide to protecting your brand promise after the buy button. This episode is hosted by Scott Luton and Tevon Taylor, and produced by Trisha Cordes, Joshua Miranda, and Amanda Luton.   Additional Links & Resources Check out all the great resources and information mentioned…

Join us for an insightful journey into the heart of the beauty industry’s retail supply chain. In this episode of Supply Chain Now, sponsored by Microsoft, hosts Scott Luton and Kevin L. Jackson delve into the intricate world of beauty retail with special guest Caroline Troit, Senior Vice President, Salon Centric, for L’Oreal. Listen in and discover why the retail supply chain is the lifeblood of the beauty industry, powering the seamless delivery of products to millions of independent stylists and salon owners and explore how innovation, sustainability, and the relentless pursuit of efficiency are shaping the future of beauty retail supply chains. Get ready to uncover the strategies and insights driving retail success in the dynamic world of beauty, in this episode, as we hear directly from a leader at the forefront of the industry, Caroline Troit.