Rear Admiral Casey W. Coane

First, it was print, then radio and television, but with the advent of the internet, the effect of mass media multiplied a hundredfold. Today, information reaches the ends of the globe instantly, and some of the main drivers of that are video and podcasts, albeit aided by different social media platforms. Both are powerful mediums for communicating trends and news in any industry. Supply chain podcasts play a crucial role in disseminating information, serving as a powerful tool for enlightening the public. Delivering Authentic Expertise in a Cluttered Digital Landscape Industry professionals and even the general public seem to have an insatiable appetite for news, trends, and analysis of events impacting the supply chain, businesses, and the economy at large. Podcasts and videos offer people deep insights into the minds of industry experts and decision-makers on such topics as manufacturing, sourcing, supplier management, warehousing, logistics sustainability, and inventory management. Despite its many great qualities, social media can get noisy. For instance, on LinkedIn, many claim to be experts, sharing verified and unverified information about the supply chain industry. Finding the right source can be confusing, especially with the prevalence of irresponsibly published content and clickbait journalism. For stakeholders in the…

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…