Sarah Galica

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…

Supply chain management is constantly evolving. Whether you see the glass as half full or half empty, this dynamic environment brings both challenges and opportunities to the fore. The good news is that, while challenges continue to emerge, experts and thought leaders who offer insights and strategies are changing the industry, too. This article highlights three such visionaries — Searoutes Co-Founder & CEO Pierre Garreau, Noodle.ai Chief Operating Officer Michael Ciatto, and Owlery Co-Founder Travis Downs — who not only offer fresh perspectives but are also driving change through their innovative approaches. Three Voices Transforming the Supply Chain These experts have emerged with pragmatic solutions to many of today’s logistical problems, ushering in the potential for a more effective supply chain operation. True, many might consider them “new kids on the block,” but their thought leadership already resonates well across the entire industry. Pierre Garreau, Searoutes “Today’s businesses are under pressure to improve visibility over carbon emissions, as regulators and consumers alike place greater emphasis on emissions reduction. However, businesses struggle to build accurate visibility over emissions, instead turning to greenwashing and estimation as a means of signaling decarbonization efforts. Searoutes uses the physical characteristics of vessels, planes, and trucks,…