Mike Wasson

Special Guest Blog Post written by Gary Smith, CPIM-F, CSCP-F, CLTD-F, Author of “The Bridge,” Supply Chain Engineer, and Educator   1. Do Supply Chains exist in the public sector? The short answer is “YES!” I spent the first 25 years of my career in the private sector where I worked in warehouse operations, industrial engineering, and consulting, all in the logistics andsupply chain area. I cut my teeth on retail, automotive, chemical, food and beverage, publishing, and manufacturing. During that time, I also completed projects for the public sector in education and for the Department of Defense. In 2005 I was named Director of Supply Chain Operations for the New York City Housing Authority (NYCHA). We operated a 200,000 sq. ft. warehouse that shipped repair material to 335 developments in New York’s five boroughs. In 2013, I was named Vice President of Supply Logistics for New York City Transit, the largest public transportation organization in North America. We operated over 1.5 million sq. ft. of warehouse space covering all of New York City. Several years ago, I was on a national committee for the Association for Supply Chain Management (ASCM). We created this elevator speech to describe Supply Chain…

The ecommerce industry has been steadily growing over the last few years, accelerated by the Coronavirus pandemic which led to a surge in demand for online products and services. This is great news for online retailers; however, as we know, competition online is fierce. Retailers who aren’t offering an exceptional customer experience risk losing their business to a competitor. A key part of a great customer experience is delivery and returns, and customer expectations in this area are high. 60% of consumers will buy again from a retailer if they were satisfied with the delivery. Returns are equally important and 78% of consumers consider the quality of a returns service when choosing where to shop. Customers know what they want, and they will choose stores based on where they will get the best experience. However, not all customers are the same. Offering a personalised e-commerce experience that meets customer expectations is vital in the right to acquire and retain today’s digital customer where customer loyalty is only as good as the last shopping experience. The Custom Approach to Delivery and Returns When it comes to delivery, retailers who think a “one size fits all” approach will work underestimate the needs…