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…

On this episode of The Buzz, Scott Luton is joined by special co-host Dr. Muddassir Ahmed and special guest Anthony Reeves, Vice President of Global Brand & Creative at Kohler and author of Eat the Donkey: Why Great Companies Embrace Discomfort. Together, they explore the realities of AI adoption, decision-making optimization, innovation, leadership, and what separates organizations that thrive from those that struggle to keep pace. As supply chains continue to evolve in the age of AI, organizations face critical decisions about technology adoption, data quality, change management, and leadership. Scott, Muddassir, and Anthony examine why many AI initiatives fail, what companies can learn from both successes and setbacks, and why strong decision-making remains one of the most valuable competitive advantages. The conversation also explores the growing importance of human connection, brand differentiation, organizational culture, and the willingness to embrace discomfort in pursuit of long-term growth. Drawing on experiences from Amazon, Kohler, Starbucks, and other global brands, Anthony shares powerful lessons on innovation, leadership, and staying true to what makes an organization unique. Key Takeaways AI success depends as much on adoption, change management, and leadership as it does on technology. High-quality, contextualized data remains the foundation for effective AI…