Don Long

Back in the day, business news and ideas often flowed from office watercooler conversations. Then company figureheads started popping up on cable TV news programs, lecturing on stock market drops, trade increases, industry gains, and, during the COVID-19 pandemic, supply chain shortfalls. Now, podcasts are all the rage, and it can be difficult to stand out in a crowded field. There’s a lot of noise in supply chain podcasts, in particular. How do you break through to share your supply chain insights with potentially millions of listeners? Supply Chain Podcasts: Meeting Industry Leaders Where They Are It’s said that public radio host Christopher Lydon used an audio RSS feed developed by software engineer Dave Winer to provide audio content of interviews on his blog in 2003. A year later, iPodder was created to enable users to download audio content to their iPods, and the word podcast was born. This year, the number of podcast listeners is forecast to reach a whopping 254.3 million. Podcasts have become the place for industry leaders to find an eager audience. Breaking Through: 3 Ways Supply Chain Podcasts Cut Through the Noise Today, there are thousands of podcasts that are touted as supply chain-focused. In…

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…