In this episode of Supply Chain Now, host Scott Luton and special guest co-host Tevon E. Taylor welcome Lori Boyer, Head of Content Marketing at EasyPost, to unpack the post-purchase experience (tracking, claims, and returns) and how owning these moments drives loyalty and repeat purchase. Drawing on fresh consumer research, Lori explains why reliability and flexibility now outrank “free,” why brands, not carriers, are held responsible for delivery outcomes, and how proactive notifications can double as high-performing marketing touchpoints. Together, the panel dives into practical plays shippers can run today: cutting “where is my order?” calls with automated, branded tracking; removing friction with one-click USPS claims filing; and turning adverse events into brand-building recoveries. They also explore modern return realities. From fraud and “keep-the-item” policies to sustainability pressures, and how to reduce returns at the source with better product information, sizing guidance, and segmentation. If you ship anything in 2025, this fast-moving conversation is a field guide to protecting your brand promise after the buy button. This episode is hosted by Scott Luton and Tevon Taylor, and produced by Trisha Cordes, Joshua Miranda, and Amanda Luton.   Additional Links & Resources Check out all the great resources and information mentioned…

Mike Griswold is back with us, and in this episode of Supply Chain Now, host Scott Luton welcomes Mike to the show to discuss the key takeaways from the Gartner Supply Chain Symposium & Expo 2024. Listen in and learn more about: the keynote by Gartner’s CEO Tom Enright, and the challenges ahead for the supply chain industry the emphasis on CSCOs to demonstrate their value beyond traditional execution roles and to focus on new areas the appropriate use of technology in supply chains Tune in for that and more, including a look ahead to upcoming Gartner events, including the reveal of the Gartner Supply Chain Top 25 for 2024.