Jason Perez

Customers blame retailers less when the delay notification comes from someone else   When something goes wrong, most companies reach for the same playbook: communicate early, communicate often, and keep customers informed. It is difficult to argue with that logic. Customers hate surprises, and transparency has become a cornerstone of good service. Whether the issue is a delayed shipment, a production disruption, or a missed commitment, managers generally assume that more communication demonstrates accountability and builds trust. New research published in the Journal of Business Logistics suggests the real lesson is narrower and more useful than “communicate more.” The study shows that communication does more than transfer information. It also shapes how customers assign responsibility. The volume of communication was not what mattered. The identity of the messenger was. Researchers presented consumers with identical delivery delays following an online purchase. In the study, the same standard emails were sent to every participant: an order confirmation, a shipment notice, and a delivery confirmation. What varied was only how customers learned about the delay itself. Some received a delay notification from the retailer, some from the carrier, and others discovered the delay on their own through package tracking. The delivery outcome was…

A British logistician is credited with coining the term “supply chain management” in the early 1980s, but it wasn’t until the COVID-19 pandemic that the world became familiar with such aspects of supply chain operations as logistics, inventory and supplier management, and procurement. The influence of supply chain leaders also has grown with the understanding of the importance of the supply chain in the global economy. Supply chain management is a complex field with many moving parts, and the need for accurate and reliable information is more crucial than ever. Industry leaders help facilitate discourse and spur innovation to shape the future of the supply chain. In this article, we highlight five of these supply chain leaders, showcasing their extensive expertise and experience in the industry and what they are planning for the future. Making Moves: Five Supply Chain Leaders on the State of the Industry 2024 has been an exciting year so far. The OSRA 2022 ruling went into effect to better regulate demurrage and detention charges; Chinese e-commerce businesses are heating up the airfreight industry; and in dire contrast, the U.S. trucking industry continues to struggle through a lengthened lean patch. In an increasingly volatile ecosystem, the industry…