Devon Riddle

Stay up to date on all the latest conversations, interviews, and episodes we released this week here at Supply Chain Now! We started this week off with a very special episode of Supply Chain Now. Host Scott Luton and special co-host Allison Giddens get to converse with a pair of very powerful women in the manufacturing business. Scott and Allison talk with Stacey Schroeder the President and Founder of EVelop; and the Value Improvement Project Engineer at Polaris Industries, Coral Huffmaster. Together they discuss the Key Takeaways from the 2021 Women in Manufacturing Summit. For Monday’s This Week In Business History episode, Kelly Barner explores a car invention that was created over 120 years ago. On Tuesday, we released a new episode of Supply Chain Now with Scott Luton and Greg White. This episode features two of Manhattan Associates’ reputable representatives. Rob Schaefer the Vice President of Transportation Management Sales and Gregg Lanyard the Director of Product Management for Manhattan Associates. During this episode, they all offer their perspectives on the supply chain outlook for 2022. On Wednesday we released an episode of Logistics With Purpose with host Enrique Alvarez and Kristi Porter. This episode features Michael Broidy the Senior…

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…