Anthony “Z” Zampello

Supply Chain Now is the voice of the supply chain industry, and our hosts are experts in the field. Podcast listeners tune in to hear the words of wisdom from host Marty Parker, whose practical advice is taken everywhere from the classroom to the C-suite. An Educated Voice in Supply Chain Parker certainly has the supply chain chops to back up his advice. He has 30 years of experience in the supply chain C-suite (COO, CMO, CSO), is the founder and CEO of Adæpt Advising, and is an award-winning senior lecturer in supply chain and operations management at the University of Georgia. He also founded and leads UGA’s Supply Chain Advisory Board, is the academic director of the university’s Leaders Academy, and serves on multiple advisory boards, including the Trucking Profitability Strategies Conference, Zion Solutions Group, and Carlton Creative Co. Mentoring on Campus and in the C-suite Parker’s mentoring carries supply chain stakeholders from their student days to the C-suite. At UGA, he helps his students network and land internships and post-graduation jobs. Through Adæpt Advising, he works with C-suite executives to improve their skills, become better leaders, and develop strategic plans with detailed action steps and financial targets. He…

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…