Régine Villain

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…

This week on Supply Chain Now, we released our 500th episode, gained key insight into the latest industry news, & heard from featured guests who shared their journeys into supply chain. Make sure you’re up to date on all the latest episodes, interviews, conversations, and livestreams! On Saturday, Brandon Mason, a lead analyst for Eaton’s Global Market Intelligence group shares with Scott his insights into automotive industry trends, including emerging technologies & economic trends.   On Monday, the Supply Chain Now team got together to celebrate 500 episodes and look back on the journey so far.   On Tuesday’s podcast episode, Scott & Greg welcomed Hank Picken and Jeff Picken, the father-son team leading Beaumont Products. Listen up as they share what its like to be part of a family business as well as key insight into manufacturing.   For Veteran’s Day on Wednesday, we featured the Veteran Voices podcast where Scott welcomed Rear Admiral Casey W. Coane, U.S. Navy (Retired) to talk about his military service and the mission he’s on now.     On Thursday, Karin Bursa & Sofia Rivas Herrera joined Scott & Greg on the Supply Chain Buzz. Listen up as they dive into giving forward…