Claudia Freed

As Kelly Barner, host of Dial P for Procurement here on Supply Chain Now and host of The Sourcing Hero, says, “The volume of business content being created, shared and discussed every day can feel overwhelming, especially if you are trying to stay on top of best practices and make the most of your professional network. How we choose to spend our scarce listening and watching time is an important decision, and with many (many!) options, each content creator has to find a way to bring unique perspectives and value to their community.” Our CEO, Scott Luton, was recently invited to be Kelly’s guest on The Sourcing Hero podcast, and shares why it is just as important to understand a professional’s journey as it is to listen to their point of view on their area of expertise, the role of business media in helping individuals and teams deal with the challenges they face on a daily basis, and why we all need to look for and celebrate good news as often as we can. Listen to the Podcast Episode Here.

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…