Bruce Hagenau

Stay up to date on all the latest conversations, interviews, and episodes we released this week here at Supply Chain Now. We started our week off by publishing a Digital Transformers episode hosted by Kevin L. Jackson. This week he welcomes special guest Trina Limpert with RizeNext. On This Week in Business History, Scott shares a special story that is near and dear to his heart. This episode highlights Scott’s grandfather Dick Rutland. Scott highlights his grandfather’s experiences with Winn-Dixie and Kimberly Clark. On Tuesday, we released an episode of TEKTOK with hosts Scott Luton and Karin Bursa. These two had the amazing opportunity to interview Matthew Harding SVP of Data Science & Engineering, and Ben Cubitt, SVP of Consulting and Network Services at Transplace. For this episode of Supply Chain Now Scott and Greg had the opportunity to interview two important UPS figures: Daniel Gagnon, Vice President of Global UPS Healthcare Marketing and Strategy, and Tim Fosnough, Senior Director of UPS Global Freight Forwarding. During this conversation, UPS responses to the COVID-19 pandemic were discussed. On Thursday, we also released another episode of the Supply Chain Buzz featuring Aaron Meredith from Verusen. Scott, Greg, and Aaron covered all the…

The ecommerce industry has been steadily growing over the last few years, accelerated by the Coronavirus pandemic which led to a surge in demand for online products and services. This is great news for online retailers; however, as we know, competition online is fierce. Retailers who aren’t offering an exceptional customer experience risk losing their business to a competitor. A key part of a great customer experience is delivery and returns, and customer expectations in this area are high. 60% of consumers will buy again from a retailer if they were satisfied with the delivery. Returns are equally important and 78% of consumers consider the quality of a returns service when choosing where to shop. Customers know what they want, and they will choose stores based on where they will get the best experience. However, not all customers are the same. Offering a personalised e-commerce experience that meets customer expectations is vital in the right to acquire and retain today’s digital customer where customer loyalty is only as good as the last shopping experience. The Custom Approach to Delivery and Returns When it comes to delivery, retailers who think a “one size fits all” approach will work underestimate the needs…