Nadia Delanoy, PhD

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…

Another BIG week at Supply Chain Now! If you missed an episode, get a quick summary and listen here! We published a great Logistics with Purpose episode on Saturday the 8th, featuring Shane Buerster with Z Beans Coffee. Supply Chain Now · “Logistics with Purpose: Shane Buerster with Z Beans Coffee”       On Monday, Scott and Greg spoke with Keith Saunders, Vice President of Direct Materials and Sourced Finished Goods at Zep Inc.   Supply Chain Now · “Supply Chain Front & Center: Keith Saunders with Zep Inc.”     Stephanie Thum talked about relentlessly focusing on the customer on the podcast on Tuesday with Scott and Greg.   Supply Chain Now · “Relentlessly Focused on the Customer: Stephanie Thum with Practical CX”     On Wednesday, we published this week’s Supply Chain Buzz, which featured an excellent interview with Andrew Kelley, the CCO of Boxlock.   Supply Chain Now · “The Supply Chain Buzz for August 10th with Featured Guest Andrew Kelley from BoxLock”   On Thursday, we shared another great episode in the TECHquila Sunrise series with Greg White, where Greg shares the latest investments, acquisitions, innovations, and glorious implosions in Supply Chain Tech every week.…