[00:00:00] Lori Boyer: We had a stat that 74% of consumers are saying they’re looking for more personalized offers, so get your own branding out there. When you think about it as a brand, one of your main things is simply to get your name, your logo, your info in front of people’s faces. The most opened emails and text messages read are tracking notifications.

[00:00:19] Lori Boyer: What an opportunity to just get your name out there or to even upsell with it. 

[00:00:25] Voiceover: Welcome to Supply Chain Now the number one voice of supply chain. Join us as we share critical news, key insights, and real supply chain leadership from across the globe. One conversation at a time. 

[00:00:38] Scott W. Luton: Hey, good morning, good afternoon, good evening, wherever you may be.

[00:00:41] Scott W. Luton: Scott Luton and Tevon E. Taylor with you here on Supply Chain Now. Hey, Tevon, how you doing today? I’m doing great. Greetings 

[00:00:49] Tevon Taylor: from the great state of Texas. 

[00:00:50] Scott W. Luton: That is right man. Cool things going on across Texas, but hey, cool things going on across the global supply chain. We’ve got one of our favorite guests, world travelers.

[00:01:00] Scott W. Luton: Industry leaders back with us here today as we dive into what the latest market research tells us about repeat buyers. We’re gonna be discussing the science and a little bit of the arc of loyalty. We’re gonna be offering up fresh research that supply chain e-commerce and shipping leaders you just gotta be aware of, plus better.

[00:01:20] Scott W. Luton: We’re gonna be sharing proven best practices and just what you should be doing based on the data-driven insights, especially if you’re a shipper, all that much, much more. Folks, stay tuned for what I think might be your most actionable learning hour of the day. So te, given your proven track record of making stuff happen in global supply chain in Texas and beyond, I’m looking forward to your insights here today.

[00:01:45] Scott W. Luton: Should be a good one, huh? 

[00:01:46] Tevon Taylor: Yeah, it’ll be a really good one. Looking forward to diving into the facts and the numbers. 

[00:01:50] Scott W. Luton: Facts, not feelings, folks, as the one and only Corinne Bursa likes to say. Alright, Tevon, did you have your Wheaties this morning? You cranked up ready to go. 

[00:01:58] Tevon Taylor: Oh man. I’m fasting, so I’m gonna be hungry.

[00:02:01] Tevon Taylor: Let’s go. 

[00:02:02] Scott W. Luton: Okay. All right. Let’s welcome in one of our favorite repeat guests. Uh, Lori Boyer, director of content with EasyPost and host of the wonderful podcast that better be on your radar, Unboxing Logistics. Let’s bring in Lori. Hey. Hey Lori. You’re back by Papa Demand. How you doing? 

[00:02:20] Lori Boyer: I’m doing so, so good.

[00:02:22] Lori Boyer: I didn’t know Tevon was fasting. So now Scott, you and I, we gotta bring the energy for Tevon to fuel him. 

[00:02:28] Scott W. Luton: Oh, no doubt. No doubt. Lori. Yes. We’re gonna keep the energy going and we’re gonna lift Tevon up. We got a lot of great stuff to get into here today. Let’s start with this. You have been traveling the world.

[00:02:40] Scott W. Luton: I’m so jealous. I’m green with envy. And I wanna start with this incredible European trip that you and members of your family took recently. Tell us more, Lori. 

[00:02:49] Lori Boyer: Okay, so my dad has had this dream trip. All of our family basically immigrated to the United States. Last one who came was in like 1850s. So we’ve been here in the US forever, but my dad is really into like family history and genealogy and so he has always wanted to go visit the places his ancestors immigrated from.

[00:03:09] Lori Boyer: Most of them came from the uk, from England specifically. So. He and I went on this two and a half week trip, took my daughter, and we went to visit just a bunch of places to walk in the steps of our ancestors and to kind of see what life was like for them. It was super fun. 

[00:03:27] Scott W. Luton: Wow. Okay, so let’s share, uh, Lori, again, so jealous.

[00:03:31] Scott W. Luton: We’re gonna have to have a whole show set aside for all of your, uh, learnings and experiences. Let’s start with this stuff on 

[00:03:36] Lori Boyer: the slideshow. 

[00:03:37] Scott W. Luton: Oh, we need a whole slide show, like good old days now. This is, I think, your daughter and your father, and tell us where you are. 

[00:03:44] Lori Boyer: So here we are at Normandy in France, and this is at the US Cemetery there from, you know, the great battle there.

[00:03:52] Lori Boyer: And it, it was really, really cool. And we did a whole day of, just took a tour on Normandy. Learned all about that. It’s really interesting how much more present World War II seemed to be in the day-to-day life, or, you know, oh, here was bombing, or this is where Germans had, you know, strongholds, um, than here in the us.

[00:04:11] Lori Boyer: And even though we were in World War ii, it, you know, it wasn’t in our backyard, right? It wasn’t in our land. So it was just really interesting to see. 

[00:04:19] Scott W. Luton: Wow. Okay. Uh, alright. From Normandy to something, a little lighter note. Tell us about where, where you are here. 

[00:04:25] Lori Boyer: Yeah, so here we are in the catacombs underneath the city of Paris, under Paris.

[00:04:30] Lori Boyer: There’s 200 miles of catacombs just filled with the bones of people from over an 800 year period, and it was so cool, Tevon, you, I mean, you gotta go to that one. Oh, I resisted. There were a lot of rules about not touching the bones, and I felt this. Overwhelming urge to touch the bones, but I did not. And then they check your bag when you leave to make sure you didn’t steal any.

[00:04:59] Scott W. Luton: Really. Oh my gosh. 

[00:05:01] Lori Boyer: So cat foam’s really cool. Nice and creepy. 

[00:05:04] Scott W. Luton: Then this one’s got a special story. Tell us more here, Lori. 

[00:05:07] Lori Boyer: Yeah, so this is one of the ancestors, obviously, you know, this is the parent of one who had immigrated over. And so we kind of went to all these little tiny towns throughout the UK and, and a couple over in France.

[00:05:20] Lori Boyer: And what we did was we went and we found some of the censuses actually listed addresses. So we were able to find a couple of the actual houses still standing. We were able to go to the churches where they got married that are still there, and we went to the pubs that would’ve been there when they were there and Wow.

[00:05:38] Lori Boyer: So, yeah, there’s a Jane Bagley, one of our ancestors there, and, and found her, her tombstone in one of the cemeteries. So that was super. 

[00:05:46] Scott W. Luton: Okay, so Tevon, I gotta get you to respond. I, as I mentioned, I’m green with envy, like that Tombstone. Tevon. What was the coolest thing you heard there from Lori? 

[00:05:54] Tevon Taylor: I and the whole thing I, I mean that’s kinda on my bucket list.

[00:05:58] Tevon Taylor: I’ve been to Ireland, I’ve traveled the world, but it was always for business. But to go to Normandy, to, to live and feel that, I mean, we’ve got a veteran that worked with us, John Wayne Walling, and he always takes veterans over to go experience what you experienced. But that’s gotta be humbling just to experience that.

[00:06:14] Tevon Taylor: Right? No doubt. ‘

[00:06:15] Lori Boyer: cause it makes you so grateful. Really makes you just so grateful. Like, wow, you know, we take for granted so many things. So yeah, so true. 

[00:06:22] Scott W. Luton: Well, yeah, and, and gratitude isn’t only for the month of November. It should be year round. Uh, given all the sacrifices, so many before us have made. Um, okay, so we’ve like got a lot to get into here today, Lori.

[00:06:35] Scott W. Luton: We’ve enjoyed your visits with us this, this year. I love the data, always the data focused angle you take to all of your expertise and perspective. For our new audience members, let’s just make sure they understand a little bit about yourself. And the cool things that EasyPost does, kind of in a nutshell.

[00:06:52] Scott W. Luton: Tell us more. 

[00:06:53] Lori Boyer: Yeah. Okay. Lori Boyer, I oversee all our content at EasyPost. What that basically means is I just. I, I love data. I, I’m a nerd, but I also love storytelling. And so it’s kind of the perfect meld of understanding the data and understanding the story and how it all fits together. And so that’s what I get to do all the time is kind of figure out what’s going on in the industry, what are the latest trends, what is the latest data, and then what are we actually seeing from people and how is that fitting into their.

[00:07:20] Lori Boyer: So love being able to help people. EasyPost here you can see is kind of all in one shipping technology that really helps brands and and shippers be able to make shipping from the moment somebody purchases until they get their return. You know, they get their package, make it really easy and make it just smooth, you know, with labels, rates, tracking all the good stuff that you need.

[00:07:46] Lori Boyer: Uh, 

[00:07:47] Scott W. Luton: meaning Tevon and, and uh, you know, I’ve learned this through all of my conversations with Lori and the gang. ’cause EasyPost has been on a move. We got a ship like it’s 2025, not like it’s 1985. Tevon. Would you agree with that? 

[00:08:01] Tevon Taylor: I, I, I would agree with that. Obviously, you know, we use EasyPost and they make it easy for us, and it’s a plug and play for our business, so, 

[00:08:08] Scott W. Luton: yes.

[00:08:09] Scott W. Luton: Yeah. Love it. So, as Lori mentioned, I’m also a fellow nerd, so, uh, me and Lori May be second cousins who know we’ll have the, 

[00:08:17] Lori Boyer: mm-hmm. Probably. 

[00:08:18] Scott W. Luton: Journey, but, uh, I wanna start with the latest data. Right? Okay. So, Lori, you’ve dove in, I think y’all conduct research at EasyPost, you’ve mm-hmm. You’ve dove into other research.

[00:08:27] Scott W. Luton: What’s happening with consumers right now when it comes to experience? Tell us, what does the data tell us? 

[00:08:32] Lori Boyer: Okay. I’m kind of obsessed with customer data and figuring out what the heck we’re supposed to do, so. I’ve compiled just the latest studies, the most recent data that’s come out, and there’s a couple of things that I’ve noticed that are standing out.

[00:08:47] Lori Boyer: So first, customers who have the best experiences will spend about 140% more than those with poor experiences. That’s huge. Six times more likely to stick around, be a, a good, loyal customer. And loyal customers are what we all want. They’re so valuable. They’re worth so much more than a new customer. But there’s a few other things.

[00:09:10] Lori Boyer: For the first time we’re seeing that experience, the experience, the actual purchasing experience is carrying as much weight as the actual product. So 80% of customers are saying today the, the experience matters to them as much as the product itself. We’re seeing the majority in 2025 of people have. Stop buying from a brand this year because they had a bad experience.

[00:09:38] Lori Boyer: Wow. So that’s huge. And I have to say that what customers say is a bad experience. Sometimes we’re a little picky. But then one more thing. In November, fresh data, we’re talking about baby egg just broke data from the latest data, reliability and flexibility. Outrank free shipping when it comes to loyalty.

[00:10:03] Lori Boyer: Okay, so when you’re looking specifically at shipping, of course everyone wants free, but they really want reliability and flexibility. And this last one that I think is massive, and I can’t wait to hear Te and Scott what you think about this, but customers will hold the brand responsible for the entire shipping experience, that entire experience.

[00:10:24] Lori Boyer: So I had an experience myself recently. I had bought a brand new furniture piece. Beautiful. And I was really excited for it. It arrived at my house and I’m like, you know, trying to get it all put together. So excited. It was gonna make my fall look so good. It was kind of this fireplace thing, but it was broken.

[00:10:44] Lori Boyer: When it arrived and I was devastated and I called the company and they said, well, it was not broken when it left our warehouse, so you need to deal with the carrier. And I was like, what? What? I dunno how to deal with the carrier. And I’m not even sure I remember who shipped it and. We can’t do that. It’s just hard.

[00:11:05] Lori Boyer: It’s not fair. I’m sure it was the carrier’s fault, but again and again, people say they hold the brand, they hold the shipper responsible. Unfortunately, 63% of companies actually kind of hand off that whole experience to someone else. The carrier usually, but it could be third parties as well. So that’s kind of our data we’re seeing.

[00:11:26] Lori Boyer: It’s super, super, super important, even more than it has been in the past. And. Yeah. You know, with today, the way the economy is, it’s really important for us to make sure we’re. Getting it right. 

[00:11:38] Scott W. Luton: That’s right. That is, uh, what a great, um, starting point for this discussion here. Lori, you, you brought it like you always do.

[00:11:47] Scott W. Luton: So Tevon, there’s so much there to comment on. I don’t know about you, but I’ve got my own notes, but I wanna pick up on one of our last points, Lori shared there you pass off the ownership of the experience at your own peril, really, and if any. Folks with brands and shipping organizations. The shippers out there, man, they gotta take that away from this conversation.

[00:12:08] Scott W. Luton: But what’d you hear there, Tevon and some of your own thoughts in terms of some of the data points and drivers out there? 

[00:12:14] Tevon Taylor: Well, it, it makes me think at Amazon a little bit, but we’re in a hyper competitive position. Everyone is. So if, if you have substitution where someone can switch and go somewhere else because they had a bad experience, you need to control and own the whole experience.

[00:12:29] Tevon Taylor: Amazon does that today with their delivery drivers and being the shipper. You know, it’s funny when she brought up reliability and flexibility. Yeah. And people are willing to give up free shipping. It makes me think, I like Uber Eats and DoorDash. It’s like, I always thought it was crazy. People would actually pay extra money to have food delivered, but that gives them the flexibility not to have to go fight a crowd, not to go into town, whatever.

[00:12:52] Tevon Taylor: So yeah, it makes sense to me that competitive nature and landscape has changed. So you do have that experience of the transportation is tied to the shipper? Not necessarily to the carrier. 

[00:13:03] Scott W. Luton: Tevon excellent points. And I gotta say I, I’ll admit this here, and vin’s gonna think less of me. I use Uber Eats.

[00:13:10] Scott W. Luton: And I pay. I 

[00:13:11] Lori Boyer: do too. I do care. Good morning. 

[00:13:14] Scott W. Luton: Good. Um, I’m too old to do that. Excuse me. But to your point, it’s that convenience factor. 

[00:13:22] Lori Boyer: Yes. And 

[00:13:22] Scott W. Luton: even better yet, how I think how consumers and what they value. Lori’s saying it, both of y’all are saying it really that experience, that experience. You know, research also shows that.

[00:13:34] Scott W. Luton: As long as you can deliver a five day delivery time, um, commitment on time, that is better than promising two days and it being one day late. 

[00:13:45] Lori Boyer: Absolutely. 

[00:13:46] Scott W. Luton: Um, absolutely. Those commitments we’re making, or in this case in your example, Lori, that are the carriers. Our, our wonderful carrier partners are making brands.

[00:13:57] Scott W. Luton: We’re gonna be held accountable. And I’ll tell you, Lori, that was so to hear your experience and how they kind of completely put it off on the carrier, that’s disappointing. And I, I would argue that’s probably, you’re out there ’cause consumers or practitioners that probably runs counter to the prevailing way.

[00:14:15] Scott W. Luton: Things are evolving. Would you agree with that, Lori? 

[00:14:18] Lori Boyer: Yeah, absolutely. I, I was very shocked by that. So yeah, just the fact that they started that way, I was. So shocked by that. I think in general we’re kind of getting the idea. The consumer doesn’t really care who ships their stuff. They don’t care which label you’re using.

[00:14:35] Lori Boyer: They don’t care. They just care that it, like Scott says, it arrives when they, you said it was gonna arrive and in the condition that you want it in, and that you create a great experience. And I had to say, I’m never going back to that company again. 

[00:14:47] Scott W. Luton: Yes. Well, and that’s a, you know what? I bet all of us, I know, I can really relate to what you just shared there.

[00:14:53] Scott W. Luton: We’re living proof, a lot of the data you just shared. But maybe the best stuff, as good as this is, the best is, is to come because Lori’s gonna give us advice for shippers everywhere. So you can, you can protect that brand promise and those brand commitments. Uh, Tevon your thoughts. Are you leaving? Have you left brands based on bad experiences?

[00:15:14] Tevon Taylor: You know, shockingly I have, and the one I brought up was, uh, Amazon. I didn’t leave the brand. I, I left the person selling the product because they split my order, but. That experience, like if you have that experience, you know, bad news is something you remember. And especially with my wife, like she’s disappointed in something being split.

[00:15:35] Tevon Taylor: It’s like, we’re not gonna use them again. We’re not gonna do that again. We all go through that, right? And we have options out there to, to, again, there’s substitution, omnichannel gives you the, the ability to buy the same thing from somewhere else, more than likely, or something was very similar. So yeah, we, we’ve left brands before because the shipping experience and the delivery experience didn’t meet the expectation.

[00:15:56] Scott W. Luton: Uh, you know, a lot of folks can probably say the same thing. So three quick thoughts. Number one, it’s a shame that bad news. Screams louder than good news, but that’s kind of the world we live in, right? And that’s part of the threat and part of the, uh, why that we gotta lean into better ways of doing things.

[00:16:12] Scott W. Luton: Which leads to number two folks. The great thing is, and you’re gonna hear from Lori here in a minute, there’s technology out there. EasyPost. If you don’t get your help from EasyPost, get it somewhere. But there’s a better way’s, a easier way to put all the hardworking team members that want to deliver on the brand promise and put them in a better position every day to do that.

[00:16:30] Scott W. Luton: So stay tuned for that. And then lastly. Delight after delivery, it matters. Mm-hmm. And quick thing there, so I don’t buy clothes very often, but I, I bought a couple of, uh, coats here recently from the same. Retailer in different orders, right? And in both cases, the post by communication, especially the survey, they sent it way too prematurely.

[00:16:55] Scott W. Luton: They’re asking me about the coats before I even had a chance to take it outta the package. Lori, no, make sure, I think one other thing here, because folks really want to get, I, I think really want to give that feedback. There’s data out there for that as well. Just make sure your communication’s synced up.

[00:17:10] Scott W. Luton: So that that comes at the right time when the customer and, uh, is more willing and in a better position to give you that actionable feedback. It’s really critical. Lori, comment there on that delight after delivery matters. Is that what you’re Yeah, 

[00:17:23] Lori Boyer: I, I wanna say as well, so we talk about this negative experience, you know, something, it arrived broken.

[00:17:29] Lori Boyer: One of the cool things about. A negative experience like that is, it’s also proven to be one of the ways that you can actually stand out the most is the way you respond to it. So if you just get it and it came and you expected it, it, that’s just an average experience. That’s what you expect is that it arrives on time, is.

[00:17:47] Lori Boyer: If it doesn’t, and you have some sort of mishap, but the company comes out of, its, oh my goodness, Lori, I can’t believe that was broken. I am immediately getting on this, sending it to you, and here is a $50 credit. Please take that as a, an apology. That now becomes a better experience in the eyes of the consumer than just that average.

[00:18:10] Lori Boyer: It showed up, so a negative issue with delivery or returns or tracking. Can actually turn into a positive experience even more than just it going through the way it’s supposed to, which is how, you know, 99% of things hopefully go. It, it is a, a good point to bring up that when we’re looking at carriers, so, so EasyPost works with pretty much every carrier you could ever name, and then 16 your Aunt Edna told you about.

[00:18:34] Lori Boyer: But there are a lot of different factors you should look at. When you’re looking at carriers, some of ’em may be the speed, some of ’em may be the experience that’s provided. Some of them may be the cost. You know, those all come into play and I think it’s important for us to keep all of those in mind when we’re selecting carriers.

[00:18:50] Scott W. Luton: Lori, excellent point. And Tevon, you know, you’ve spent a ton of your career in logistics and making stuff happen and protecting these brand commitments. Your quick comment, sir. 

[00:19:00] Tevon Taylor: Yeah, look like what she said about the reacting to issues is important is the issue itself. But if you can wow the customer and make it better, I mean, we’ve all done that, where you have that experience, a gift card, a hey, we’ll we’ll give you the product for free.

[00:19:14] Tevon Taylor: Then you’re like, okay, they made up for it. It made it better. Let’s go. Right? So own that experience all the way through. Yeah. 

[00:19:21] Scott W. Luton: Million dollar, maybe billion dollar advice there from both Lori and Tevon. Um, okay. So, Lori, as much as I like that first segment, I love the second segment because it’s like we’re, we’re offering some, some, some of the why, and then we’re offering straightforward ways, actual ways that folks can act on it.

[00:19:39] Scott W. Luton: So let’s dive into what shippers need to do with all these insights. I think we’re gonna tackle three at a high level and then dive in deeper, right? 

[00:19:46] Lori Boyer: Yeah, you bet. So to me, this is my favorite part because I think it’s super critical that when you come on any of these kind of webinars, if you go listen to somebody in person, if you’re listening to the podcast, anything like that, you need to have actionable things you’re coming away with and knowing, okay, yeah, I know that it’s hard, but like what the crap am I supposed to do?

[00:20:03] Lori Boyer: So first of all, what even is that experience? It’s what research does is made up of three different segments. So once somebody hits by. Wow. They are looking at tracking. So what is happening with my package? Transparency, understanding where their package is. The next step, is the actual package arriving?

[00:20:25] Lori Boyer: Did it arrive on time? Was it broken? Is it the product I ordered? You know, that kind of experience. And then the third section is the returns process. If it, I do have a problem with it. What does that look like? So those are kind of the three elements, and I wanna kind of dig into each one of those to talk about the best practices around how to manage it and, and encourage you really kind to not hand that off to someone else.

[00:20:48] Lori Boyer: As we mentioned earlier, you need to own this three prong series. So, yeah, love to hear from you guys. 

[00:20:55] Scott W. Luton: So, okay, so we’re about to dive a little deeper into tracking and claims and returns. And I know all of y’all, regardless of what you do in global supply chain, you’re all consumers. But let’s take a deeper dive.

[00:21:05] Scott W. Luton: Let’s talk tracking first. Okay. Uh, so Laura, tell us more There. 

[00:21:09] Lori Boyer: Okay, so tracking, it’s really, really, really important. The most important thing to people are the, is a clear delivery date. As long as it comes, when it’s, you say, it’s gonna come, you’ll be okay. So you’ve got to have a clear delivery date.

[00:21:27] Lori Boyer: They want proactive, end-to-end notifications. What’s interesting, one of their favorite notifications, one of the most popular, is that delivered. Notification, yes, but we are still seeing a third of us biggest retailers. Don’t send that delivered notification. Really Make sure you’re sending the delivered notification.

[00:21:47] Lori Boyer: Customers should never need to log in. Okay? They want to see a status by email. Email’s still the top channel that we’re sending, but. Text message is big. We’re seeing fewer than three in 10 sending text messages, but that’s really what consumers want is a text message. So if you have the option to send no notifications by text message, do it.

[00:22:10] Lori Boyer: That’s a differentiator for you and can make a big difference. Customers also really like. Branding, personalization. People are really, you know, we had a stat that 74% of consumers are saying they’re looking for more personalized offers. So get your own branding out there. When you think about it, when you send, you know, as a brand, one of your reading things is simply to get your name, your logo, your info in front of people’s faces.

[00:22:38] Lori Boyer: The most opened emails and text messages read are tracking notifications. What an opportunity to just get your name out there or to even upsell with it. But again, predictability beats raw speed every single time. Make sure that you’re being accurate. If there’s a mishap, be reaching out immediately.

[00:23:02] Lori Boyer: Don’t just. Cross your fingers and pray that maybe they won’t notice or maybe it’ll end up being on time. If they’re aware of what’s going on and you’re keeping them in the loop, they’re typically, most of the time going to be okay. 

[00:23:14] Scott W. Luton: Yep. Excellent. Man. You promised a deep dive and we got one with, from a tracking standpoint, te your thoughts on what we just heard there from Lori?

[00:23:24] Tevon Taylor: I mean, it’s table stakes to give the tracking, right? So that’s just giving updates, but it’s not just giving updates, it’s reassurance. What I’m hearing is tie that reassurance and that confidence and that post-purchase anxiety into a sales opportunity. Personalize it, make it where they see your brand and they feel good about it.

[00:23:43] Tevon Taylor: Like they know there’s reliability because you’re giving ’em proactive communication. So I, it’s crazy that we’re talking about this in 2025, but Laura’s right, it’s not happening everywhere, and whoever can do it best gets that customer loyalty and the repeat buys. 

[00:23:58] Scott W. Luton: Yes. Well, you know, it’s not happening everywhere because one of the reasons probably we’re all humans, we clinging to how we’ve always done things right and we’ve gotta have powerful, robust technology to enable a lot of these things that really make it easy.

[00:24:12] Scott W. Luton: Lori, one of the times you joined us this year, we talked a lot about, um, the whole WiMo thing that that’ll probably come out in a minute. Mm-hmm. Rather than put the, where is my stuff updates. Own the very busy, valuable human component. We can automate that stuff, right? Oh, absolutely. And automate the inbounds.

[00:24:29] Scott W. Luton: Automate the updates. I think the other really important thing, you said beyond, and you should have shared a lot. I’m trying to keep up with you note wise, but I’m reading my chicken scratch and I’m failing the delivery notifications. That’s really valuable, but even better yet, something you shared there.

[00:24:44] Scott W. Luton: Don’t make your customers log in. That happened to me just yesterday. You get a text message, sometimes you click on the link, it takes you to a login. On your, um, the web app or whatever, man, there’s a better, seamless way of making that happen. 

[00:24:58] Lori Boyer: Yeah. I love how Tevon said as well. Like, it’s 2025 and I.

[00:25:03] Lori Boyer: Constantly as I’m getting the latest data, I’m like, how are we still at this point, I feel like we should be at a point where it is that seamless. ’cause there are, there is a lot of great technology. I wanna say too, when it, when Tevon was talking about using it as a marketing experience, I talked with one of our customers here recently who was doing.

[00:25:19] Lori Boyer: So good with that. In their messages, they were sending additional, like upsell opportunities. They were sending like discount codes. They were trying out a bunch of different things with, um, they at EasyPost. So if you’re an EasyPost customer, hi, I love you, you gotta look at our advanced tracking. So ADV, we have regular tracking, just basic API, but the advanced tracking is a new feature we have, and the customer was using this.

[00:25:44] Lori Boyer: It allows all that branded experience for you to own it. But they were seeing huge gains by, you know, it’s basically almost a marketing opportunity because people are opening it and they’re like, oh yeah, maybe let me check this out too. Or being able to send deals. Scott, you mentioned wmo. We see generally with our tracking that the WMO calls go down about 61%.

[00:26:07] Lori Boyer: Service costs go down 23%. You get great ROI moments. Simply just from tracking at EasyPost. It’s advanced tracking at at Advanced Track, but. It doesn’t have to be from EasyPost. Just make sure you’ve got technology out there that is giving you real time tracking information, that you’re getting text messages, that you’re personalizing it, and that you are the one owning that tracking experience and you’re not putting it off to somebody else.

[00:26:36] Scott W. Luton: That’s right. That is absolutely right. Alright, so we really doubled down on, on tracking Right. And good reason, let’s double down in claims. ’cause this allows us some cool things to take friction and headaches and loss outta the equation. Right. 

[00:26:49] Lori Boyer: Okay. So yeah, what’s interesting in that customer experience, the actual number one, most important element is kind of the second step.

[00:26:55] Lori Boyer: So tracking is. Second, even though I listed it first, the most important is the actual package arriving when it’s supposed to, and in the condition that you want it to arrive. That’s what customers look at most. So this is where, what I like to say is really, really important for you. You know, obviously you’ve got, you’ve picked shipping that had an accurate delivery date.

[00:27:18] Lori Boyer: It’s arrived. What do you do if it’s broken? You need to immediately, they want the refund fast. So you need to be reaching out. You need to be, if you get a notification, you know, you may have gotten a, a flagged exception in your system. You should be the one first reaching out to them to say, Hey, it looks like we may have had a mishap, or we’ve got a lost package.

[00:27:41] Lori Boyer: It’s worse when they reach out to you. Data shows that again and again, but if they do reach out to you, speed is of the essence taking care of the problem really fast, creating really what Tevon mentioned earlier, that really incredible experience through making it right. But I wanna say, I, I get a lot of issues and questions people have around how do I manage that?

[00:28:02] Lori Boyer: Claims is a part of the industry that I feel like. You guys are missing out on way too often as shippers. So a lot of the big carriers, USPS, FedEx, they offer automatically a hundred dollars of built in insurance when you ship like ground advantage, priority mail, priority mail express, but it’s kind of complicated.

[00:28:30] Lori Boyer: So again, if you’re an EasyPost customer, we have the most amazing feature that just launched recently. It’s called our USPS claims. All you had to do is go into your EasyPost dashboard. So if you’re EasyPost customer, go into your dashboard, go to the insurance tab and simply click Accept Terms and Services with USPS claims.

[00:28:51] Lori Boyer: What that does is that EasyPost monitors and any of the things that come up flagged as lost or damaged, we will automatically file that claim for you and then send you the money. What we see is 60% because we have all the data in our systems, so 60% of damage and lost. Products are not ever getting claimed.

[00:29:13] Lori Boyer: People are not looking for that money because it is really, really hard to do. So there is zero risk to you if you know there. It is so easy. There’s no reason, especially. So if you ship USPS, please and you’re at EasyPost, click on that. If you don’t use EasyPosts, well come use EasyPosts. But if you don’t file those claims yourselves, that is money owed to you.

[00:29:39] Lori Boyer: Hundreds of millions of dollars getting lost every year that we’re not taking advantage of because there’s built-in insurance, there’s also a lot of other insurance things you can do. You know, damage, protection, different things that you can make sure that are above and beyond. And you’ll want that if you have kind of more high end products.

[00:29:56] Lori Boyer: But I just absolutely had to say, please do your claims. That is so much money that you can get easily. 

[00:30:03] Scott W. Luton: And hey, if you don’t want that money, let me know. I’d love to fucking. A kidding aside, tremendous opportunities. And hey, to Lori’s point, if we can automate it. Yeah. Oh my God. Get our cake and eat it too.

[00:30:14] Scott W. Luton: Tevon, we heard a lot of their deep dive into claims and, and tremendous opportunities out there. Your thoughts? 

[00:30:20] Tevon Taylor: You know, I think that a hundred dollars number’s been out there for 20 years. You would think inflation would catch up and that number wouldn’t be a hundred dollars. Still let’s, uh. It just, you know, a hundred dollars used to be a lot of money nowadays.

[00:30:33] Tevon Taylor: I’m surprised that sending Kevin 

[00:30:34] Lori Boyer: to Congress go get it higher for a seven. 

[00:30:38] Tevon Taylor: No. So I love the automated idea. Look, it’s, it, it’s no longer a back office task. It’s a customer experience touchpoint. Every delay in every manual process and pain you put a customer through, adds friction. So smooth it out. Build credibility, make it, turn it from a detractor to an advocate.

[00:30:58] Tevon Taylor: Right. The customer experience other is, so it’s, it’s an efficiency gain. And, and this is Lori’s, right? It, people are missing out on this. There, there’s money on the table. If there’s an issue with delivery and it’s not just delivery of the products, the image, it’s, if it’s not delivered on time, their money back guarantees that you can say, I’m not gonna pay for the shipping.

[00:31:18] Tevon Taylor: ’cause you done delivered on time. Yes. So you gotta look at that too. 

[00:31:21] Scott W. Luton: Tevon, excellent comments and, you know, uh, had a. A dear friend, former co-host with me that once told, uh, once said this on a, on a podcast interview. And we know that there’s a, there’s a formal science now when it comes to customer experience.

[00:31:36] Scott W. Luton: It wasn’t always like that, right? And, uh, Greg, Greg said, well, supply chain was the original and still is the original. Customer experience and it’s so true and we’re illustrating it today via this conversation we’re having with Lori and Tevon. 

[00:31:51] Lori Boyer: I just wanna say that we see 8 billion packages, 2 billion, oh no, I forgot my stat.

[00:31:57] Lori Boyer: That are blind, meaning in the us. People dunno where it is. This shippers themselves. The carriers, at some point, it’s a huge problem. That transparency, visibility is critical and yeah, that comes down to technology and making sure you’re flagging where you are missing out on that visibility, 

[00:32:14] Scott W. Luton: we talk tracking, we talk claims, all with actionable advice and expertise, both from Lori and Tevon.

[00:32:21] Scott W. Luton: So let’s talk returns. Tell us more. More. 

[00:32:25] Lori Boyer: Okay. I just had to kick this off. I spoke at a conference on Monday and one of the segments that we were speaking on was returns. It was a big retail conference. Lots of large retailers there. Boy, the returns part of our talk just blew. Uh, people are struggling with returns.

[00:32:41] Lori Boyer: One of the, I just wanna say, even if you are a giant. Shipper, they are struggling with returns just as much as everyone else returns. We’re now seeing about 19% of all products are returned, and that’s massive amounts of money. Returns though are super expensive. And first, lemme give you a little bit of background what we’re seeing right now.

[00:33:05] Lori Boyer: So some of the questions that I’ve been getting are. What do I do about my returns policy? How do I offset all these costs because returns are so expensive and yet keep a good experience? So I just was speaking with somebody from Blue Yonder. Their most recent study just came out around what consumers expect when it comes to returns, and I was struck by the fact that it said 84% of consumers right now are saying that if you tighten your returns policy, they will leave.

[00:33:36] Lori Boyer: Even if you are their favorite brand. Yep. Their favorite one. So we’re in an economy right now where it’s probably not the best time to try to tighten things up. That being said, returns do not need to be. A huge loss issue. It’s gonna come down to being able to make it easy for the customer. So customers should be able to return really quickly, really easily.

[00:33:59] Lori Boyer: There’s a lot of different services you can use. If you have really fancy stuff, there are concierge services that’ll come and pick up that item from them at their house and hand deliver it back that. I’ve talked to companies that do that. There are some really great things when it comes to reselling.

[00:34:17] Lori Boyer: Trying to offset those costs that you’re getting. You should be tracking, tracking, tracking. So if you have abusers of the system, you may want to set up slightly different return policies for different kind of segments of people. So there are some who kind of dive in and there’s even what we’ve found are some actually organized crime kind of scams where they will.

[00:34:45] Lori Boyer: Request a return and and and expect that maybe your warehouse is overflowing. I spoke with the man at this conference. He came up after and he said, look, I have a warehouse filled with hundreds of thousands of returns that they’re just piling up. I literally don’t know what to do with them. I don’t.

[00:35:01] Lori Boyer: They’re not, I don’t know how to track them. I don’t know what to do with all this stuff. I think it’s just going to the landfill. That was another big jump. Is consumers are more concerned about returns going to landfills and are more likely now than ever in the past to ask you what you’re doing with your returns.

[00:35:17] Lori Boyer: So while the process needs to be really easy, we’re still at the most part where you’re gonna wanna do free returns. That being said, I do think there are exceptions. If you have some of those kind of people who you can see in your system have been returning frequently, returning all the time, then you may say like, after a certain number of returns in a year, you’re gonna start getting charged a return fee.

[00:35:41] Lori Boyer: That’s totally reasonable, and it helps kind of weed out some of that, you know. Repeat offenders. We’re seeing some people are, were telling me that they’ll get boxes they open, don’t even have the product in them, just in the hope that it’s like that friend I spoke to at the conference and you’re not looking.

[00:35:57] Lori Boyer: So those are okay. I had, I was talking with somebody else who said they recently bought four dresses. And they were wedding dresses, so they, she’s like, I just wanted to buy ’em online. And so from four different big places. And then she picked them and then she returned one of the four, charged a return fee.

[00:36:15] Lori Boyer: So just if you’re kind of curious where that is, these were big companies that you would know, big department kind of stores. She did say she did, um, feeling pretty annoyed at the one that charged her to return it, but so probably in that case it was about 75% did not charge, but making sure it’s really, really smooth.

[00:36:34] Lori Boyer: And then one of the biggest piece of advice play offense as a good defense or vice versa. Make sure that you are. Trying to avoid returns in the first place. Do you have certain products that are frequently getting returned? Do you have the ability for people to look at the description? Do you have customer reviews on there that say, oh, it’s a little large, a little small, like you’ll see on Amazon?

[00:36:59] Lori Boyer: Do you have the ability for people to try things on with cameras? One last point and then I wanna hear more and we can talk all about returns. I feel like returns is such a huge thing, but I recently interviewed a couple of guys who are really big into the international scenes, international shipping, that’s their specialty and, and they both said that generally internationally most returns their.

[00:37:21] Lori Boyer: Just leaving as they don’t take it back. It’s pretty rare that an international shipping is gonna be worth the money to bring it back. We are seeing actually a fall. In 2025 of the number of companies saying, just keep it, because they are saying, okay, I want my stuff back. There are ways to use it, but internationally, that’s not true.

[00:37:42] Lori Boyer: It’s still the vast majority of products you ship internationally end up just saying, keep the item. So let’s talk about it guys. 

[00:37:51] Scott W. Luton: I tell you what, you have set the table. You have set the table. Lori, who got quite a returns picnic, Ted. Mm-hmm. Look at you first. Your thoughts. 

[00:37:59] Tevon Taylor: Lori’s, right? We could talk about this all day long.

[00:38:01] Tevon Taylor: I mean, look, Tony’s done a great job with the, well used to be the Reverse Logistics Association now at the part of NRF. Uh, of really educating and helping people with returns. It should be something that helps with convenience. It’s not really a cost measure that 19% is built on the cost of goods sold, but make it where their clear instruction people understand what they’re buying, how they’re buying it.

[00:38:24] Tevon Taylor: If you have to do the return, make the refund quick. You know it’s part of your brand, and people do look and say, okay, what’s the return policy? I think the window needs to be shrunk down. They need to do a better job of when they get the product back, making sure it is what it is. All the, uh, the fraudulent activity out there.

[00:38:43] Tevon Taylor: The bad guys always find ways to put dry ice in a box, whatever. That’s always gonna happen, but really make a positive return experience. Something that helps drive the repurchase and elevate your brand, but you gotta have to finish post around it. If, if not, then you’re gonna have to be managing that and it gets outta hand, right?

[00:39:01] Scott W. Luton: Tevon, undoubtedly. So I went to an event, Lori and Tevon in Dallas. Lori, I missed you when I went. And Tevon, I think. And you had the leading some of the leading voices in one room from across reverse logistics and returns management. And Laura, you hit on their number one concern. There was one of the most, I mean, it was a great.

[00:39:20] Scott W. Luton: There’s lots of stuff discussed, but the dominant theme was fraud. Mm-hmm. And you touched on for what the, what some folks call friendly fraud. What, which most consumers would admit to it is a growing problem. It’s a growing problem. Uh, and then to vin’s point, and, and Lori, you mentioned a criminal syndicate out there that really is leaning into easy returns policies and there.

[00:39:42] Scott W. Luton: They have some highly engineered, complex approaches to make the most. It is also growing like a tidal wave, so expect to hear more about it. Uh, two. Two other quick final thoughts. Automation is really tricky as Kevin and Lori both know, although it’s growing, we got some technology automation. Ai you name is really growing on the reverse side and returns management side, but there’s a bulky aspect.

[00:40:07] Scott W. Luton: Uh, of, of returns, which is really challenging right now that I’m sure we’ll, we’ll overcome it at some point. And well, lastly, Laura, you touched on internationally we all have different norms. You know, one of the leading voices that I heard from talked about Japan, and the reason Japan doesn’t have nearly the returns issued that we have in the States is because they have not created a mindset like we have here, where we turn everything, where it becomes such a competitive differentiator.

[00:40:33] Scott W. Luton: That’s what’s helping fuel this tidal wave of challenges. So the good news though, Lori and Tevon, we have tremendous opportunities to not only delight the customer in forward and reverse, but also mitigate and hopefully bring down the tidal wave of returns. We shall see. Alright, so Lori. And Tevon. I wish we had another hour.

[00:40:55] Scott W. Luton: We gotta, we gotta make sure A couple things here. Number one, Lori, you’ve really laid out the value proposition and I really appreciate how you have, you know, you’re putting, talking about what EasyPost does, but you’re also talking about the opportunity that folks gotta be getting from their technology provider that helps optimize their shipping.

[00:41:10] Scott W. Luton: If folks wanna lean into EasyPost and start working with y’all today, how can they make that happen? 

[00:41:16] Lori Boyer: So you can always go to EasyPost.com. Um, you can reach out to me. I’m on LinkedIn. Happy to connect with anyone. I love connecting with people and, and learning. I think we have a few things that we shared around our advanced tracking, our guard, that’s where the USPS claims, if you wanna learn about that and learn more.

[00:41:34] Lori Boyer: I, these are two things I really love for this time of year, because making a lot of big changes. In November is a little scary for people, but things like tracking and, and you know, claims you can do those right now and it’s not gonna impact anything crazy. Nothing. You know, your systems aren’t going down.

[00:41:51] Lori Boyer: You don’t need all these kind of crazy integrations. So EasyPost has an an array really, I like to say we handle it from the minute that they sell and even a little bit before all the way through until they wanna buy again. And so. Go in, check it out, ask questions. I’d love to chat with any of you about EasyPost.

[00:42:11] Lori Boyer: If not EasyPost, please be using some technology with the complexity we have in our industry with these things like returns claims you, you can see why people just sometimes are like, I just am not doing it ’cause it’s so complicated. But there, there is technology to make it easier. So make sure you’re doing that.

[00:42:27] Scott W. Luton: Lori, so true. And folks EasyPost.com. Thanks. You can also connect, thanks Lori, and check out the great content, a leadership perspective that she drops out across social. Make sure you do that. Alright, and Tevon, really quick, uh, I think it’s important to note that if you don’t get your help from EasyPost, get help, get your help from somewhere.

[00:42:45] Scott W. Luton: And the point that Lori mentioned, it’s really non-invasive. That might be more of a surgical term than a supply chain term, but. The way EasyPost works folks can get started today. I know we’re already in peak and we got the holidays upon us, but you can also start getting value today. It’s not a big as, as Lori mentioned, not a big integration.

[00:43:06] Scott W. Luton: Losing months, systems going down, you know, figuring stuff out and then you get a return a year later. It’s nothing like that. Tevon, your quick thoughts. 

[00:43:15] Tevon Taylor: Yeah, I, I think it was Jeff Bezos that said, humans are inherently lazy, so they make their claims process a little difficult. It’s not really difficult, but they make it difficult enough where it’s like, it’s not worth my time.

[00:43:26] Tevon Taylor: So even the coast bridges that gap. It makes it easy to actually file claims and manage. So it’s, that’s on the claims side, the tracking side, again, table stakes. You have to be tracking, updating, giving people that, that level of credibility and support. 

[00:43:40] Scott W. Luton: That’s right, that’s right. And we didn’t even talk, talk about Lori.

[00:43:42] Scott W. Luton: I wish I had thought about this, uh, on the front end as you were kind of laying out the case for the YI was just talking about this on the buzz on Monday, Americans alone lost $15.7 billion in stolen packages in 2024 due to mainly porch pirates and retailers only covered 6.5 billion in refunds. So.

[00:44:04] Scott W. Luton: Folks, now’s the time. Optimize, optimize how we ship. Uh, don’t let that be your customers. Um, 

[00:44:11] Lori Boyer: wow. I’m surprised by that, Scott. That’s a good, that’s an interesting stat. Yeah. Always get my attention if you get a good stat. 

[00:44:17] Scott W. Luton: I, I try. I work really hard to get Lori’s approval around here, folks. That’s right. All right.

[00:44:21] Scott W. Luton: So, Lori, beyond the cool things you’re doing, you and the team are doing to help optimize shipping and give folks more success and a better. Ability to delight customers. I’m a big admirer of your podcast, which we gotta touch on, right? Unboxing Logistics. Alright, so tell us, and there’s a lot to choose from.

[00:44:39] Scott W. Luton: I’m picking up the last six episodes, uh, you see right in front of you. What is one of your favorite recent eureka moments from the podcast? 

[00:44:46] Lori Boyer: Oh girl, there’s been some really good ones. Okay. If I was gonna do a couple of things, I’m stealing two Scott. Don’t be mad. One of them is, I interviewed somebody earlier this year who was going over consumer data when it comes to purchasing and one, one of the things that stood out to me was that they said, we see again and again, the study show that people say that they don’t want to, that they’re gonna stop buying, but the actual data has not yet shown that they’re doing that.

[00:45:14] Lori Boyer: And so. That one just stood out to me because of the fact that I love data, but sometimes what the data shows, our actions don’t always follow. Maybe we know we’re not supposed to be buying, but we do anyway. So I think it’s important to keep an eye on both what people are saying and what is actually happened.

[00:45:31] Lori Boyer: And then I also got one you just showed on the, and we did this great episode on Neurodiversity, super fascinating topic where I think it’s 60. 3% or something of people in supply chain are neurodivergent, almost double other industries. Super interesting. And so we went through and, and talked with a couple of experts on this topic and, and how to do that.

[00:45:54] Lori Boyer: It was just a really interesting and kind of different topic, so loved that. Go check that one out. 

[00:45:58] Scott W. Luton: Love it. Hey, it’s important that we kind of go off road and not tread the same old ground every, just like today. Touched on AI a couple times. Yeah, AI is a big part of EasyPost, but we touched on a lot of things beyond.

[00:46:11] Scott W. Luton: Yeah, so well done Lori and Tevon. Tevon. Don’t go anywhere ’cause I’ve gotta get your patented key takeaway from the whole conversation here today. Tevon. That’s gonna be a tough, that might be the toughest question of the whole day. Um, alright, let’s do this. We’ve got some great resources. I wanna start with this.

[00:46:30] Scott W. Luton: We’ve got an ebook. What the whio. Where’s my stuff? Right? Where’s my stuff at? Help me finish that acronym. Lori, stop. 

[00:46:37] Lori Boyer: Yeah. Where is my order? Ah, this one is lots of tips for making sure your visibility is good. 

[00:46:44] Scott W. Luton: Folks, check it out. Great ebook. It’s easy to download too. I look, I’ll look for that in eBooks.

[00:46:49] Scott W. Luton: White papers. You name it. I hate when you’ve gotta go through 27 steps. Yeah, it’s easy. So what the whio, how to stop visibility gaps from stealing your revenue. ’cause don’t we all hate a thief? I know, I know, I know I do. Uh, secondly, we got a great, uh, one page. Hey, gosh, I wish I could talk more succinctly in one page fashion these days.

[00:47:09] Scott W. Luton: Well, this one’s focused on the advantages of real-time tracking notifications, estimated delivery dates, and a whole bunch more, because you can bet your bottom dollar that your customers want to know. And just like we established here today, just like all of us know as consumers, right? Uh, and I would challenge you think, like, think like you’re, you’re, uh, it’s important to put our consumer mindset on even if we work in supply chains of practitioners, that really helps.

[00:47:32] Scott W. Luton: That’s, uh, outside the four walls perspective. Okay. Sheriff Taylor, we’re coming to you. You’ve really dropped some golden. You and Lori both have really backed up the truck, as Jake Barr would say and dropped some golden nuggets on us here today. Actionable golden nuggets. Tevon, what one thing, if folks forget everything else and was, you know, we’re humans.

[00:47:54] Scott W. Luton: We have a very short attention span. If we forget anything else, what’s the one big thing, Tevon, that folks gotta keep front and center? 

[00:48:01] Tevon Taylor: Well, first I’m just dead, but I’ve never been on Laurie’s podcast. I 

[00:48:06] Lori Boyer: gotta do on te. 

[00:48:07] Tevon Taylor: There you go. And it’s a, it’s a very sy sentence. Um, it’s the customer experience doesn’t end at delivery.

[00:48:15] Tevon Taylor: Everything we’ve talked about, it just doesn’t end at delivery. So, you know, you gotta own tracking, resolve claims and then turn returns into a brand moment. So. Customer experience doesn’t end at delivery. So that’s what I’d sum up today’s, uh, podcast with. 

[00:48:31] Scott W. Luton: I love it. I love it. Don’t stop there. Don’t fall into that traditional trap.

[00:48:35] Scott W. Luton: You get the order out the door and your job’s done. Don’t fall into that. Uh, and by the way, uh, we put Lori’s LinkedIn out there and of course, EasyPost.com. We also encourage, uh, connect with Tevon I who TE’s LinkedIn there as well, as well as how to find and subscribe Supply Chain Now wherever you get your podcast.

[00:48:53] Scott W. Luton: So. Alright. Good stuff. Tevon e Taylor. Good stuff. Lori B. Boyer. Lori, folks can connect you via LinkedIn. Anything else you wanna throw out there? Any, I know you speak, do a lot of keynoting, do a lot of traveling, getting out in the industry, which I love. Anything else you wanna throw out there a great way of, of where folks can find you?

[00:49:12] Lori Boyer: Uh, yeah, I’m speaking at different shows, but come watch the podcast, join our community there. They’re fantastic. Love to connect with you on LinkedIn and hear more from you or, you know, suggested of things that you wanna learn. So if you don’t wanna do all the data nerdy stuff, that’s why I like to do for fun.

[00:49:31] Lori Boyer: Shoot me a messenger. Be like, can you please do an episode on blank? Happy to do so. Just reach out, connect. I feel like relationships in this industry are super, super critical and really powerful for helping make change. 

[00:49:45] Scott W. Luton: Well said, well said. Always a pleasure folks. See why we love having Lori on and Tevon on.

[00:49:53] Scott W. Luton: I’ll tell you, we’re gonna have to send them all out on a, a world tour. Maybe get the, um, the black crows to open for them. Oh, good, good On street. But regardless, uh, Lori Boyer, director of Content with these EasyPost, also host of the great podcast, Unboxing Logistics. Lori, thanks for being here today.

[00:50:10] Lori Boyer: Thank you for having me. It’s been fantastic. I wish we had another hour. 

[00:50:14] Scott W. Luton: Me too. We’re, we’re gonna make that happen. And to e Taylor, really appreciate, uh, all of your insights here and expertise as well as the great things you’re doing out in the industry. Thanks for being here, Tevon. You’re welcome.

[00:50:25] Scott W. Luton: Thanks for having me. We love hearing from you. Big thanks for tuning in, but y’all know you’ve got homework. Lori brought, man, goodness, I got seven pages of notes over here. Actionable key takeaways. You gotta take one. Just one thing from Lori or Tevon here today. Put it in action. Tell it with your team.

[00:50:42] Scott W. Luton: Scream it, preach it, shout it from the mountaintops. We got a lot of change that we gotta do in this industry. So with all that said, and we know that deeds not words is the only way we’ll change it. But with all that said on up the whole team here, Supply Chain Now, Scott Luton challenge. You do good. Give forward, be the change that’s needed.

[00:50:57] Scott W. Luton: We’ll see you next time. Right back here on Supply Chain Now. Thanks everybody. 

[00:51:02] Voiceover: Join the Supply Chain Now community. For more supply chain perspectives, news and innovation, check out supplychainnow.com. Subscribe to Supply Chain Now on YouTube and follow and listen to Supply Chain Now wherever you get your podcasts.