January, 2021

How to Deliver Customer Satisfaction and Service at the Lowest Cost

How to Deliver Customer Satisfaction and Service at the Lowest Cost

In this article we will look at the topic of customer service: getting it right in your business, understanding the implications for your distribution network, and how you can extract more value—and get more cost—out of your business. Do you have challenges in your business around customer service? What should the service be? Are you over-servicing, under-servicing? Three Critical Customer Service Steps When it comes to customer service, there are three things you need to think about: 1) Genuinely understand what your customers want. Most businesses fall into the trap of thinking they know what that is, rather than actually knowing. 2) Map out a well-defined customer service offer. Without that, customers have nothing to hold you accountable to and you’ve no way to design your service around your customers. 3) Optimise your distribution network to deliver on your customer service offer. Those three things must be in place to genuinely satisfy what a customer wants with the optimal amount of resources. Let’s look at each of these three steps in turn. Understanding What Customers Value Most businesses fall into the habit of thinking they know what customers want. We need to try to penetrate that. So, for example, if a sales rep asks them, customers will say, “I want a good level of service, I want a competitive price, and I want a strong relationship with the business.” This is pretty useless information, to be honest. You’ve really got to penetrate what the customer values. To do that we use a technique called conjoint analysis. What conjoint analysis does is give a forced value to what customers genuinely expect, because that allows you to prioritise what resources you apply to servicing those customers. Matt Stedman, a senior Logistics Bureau staff member who has spent years working with the various aspects of customer service and the cost to the business, gives the following example of conjoint analysis:. “A customer may say, ‘Hey, we want great levels of service.’ But what they are really saying is, “what we want is great reliability—we want consistency’.” We have found that customers value reliability and good relationships with management and sales staff over price and speed of service. Think about the different suppliers you deal with in your business or even your personal life. Do you go to suppliers where you’re treated well, the relationship is good, and the service is reliable? I...

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Supply Chain Education and Qualifications

Supply Chain Education and Qualifications

In the previous episodes,  Sarah Barnes-Humphrey, Supply Chain Expert, shared her thoughts on the 3PL Industry and the Technology in Supply Chain nowadays. In this video, she will be giving pieces of advice to people thinking of getting into Supply Chain. Watch this: Related articles on this topic have appeared throughout our websites, why not check them out? Robobyrne: Supply Chain Education: Which Skills Should today’s Leaders Focus On? Supply Chain Secrets: How Do You Take Your Supply Chain and Logistics Education? Dawson Consulting: 8 Things Companies Get Wrong in Supply Chain Management Editor’s Note: This post was originally published on November 25, 2020, under the title “Supply Chain Education and Qualifications” on Logistics Bureau’s website. Best Regards,Rob O’ByrneEmail: robyrne@logisticsbureau.comPhone: +61 417 417...

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3PL Bidding Tips

3PL Bidding Tips

3PLs (Third Party Logistics) companies make fundamental mistakes when replying to Request for Proposal and/or Request for Tender. Here are the things you need to know to respond appropriately to a 3PL RFT / RFP. TimingGet into the dataAsk Questions???????????? Kindly watch the video below to learn more. Related articles on this topic have appeared throughout our websites, why not check them out? Robobyrne: Definitions for Supply Chain & Logistics – LLP, 3PL, 4PL and More Supply Chain Secrets: Why Large Companies Increasingly Opt for 4PL Services Benchmarking Success: How to Prevent Your 3PL Contract from Harming Logistics Performance Editor’s Note: This post was originally published on November 18, 2020, under the title “3PL Bidding Tips” on Logistics Bureau’s website. Best Regards,Rob O’ByrneEmail: robyrne@logisticsbureau.comPhone: +61 417 417...

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Technology in Supply Chain with Sarah Barnes-Humphrey

Technology in Supply Chain with Sarah Barnes-Humphrey

If you have seen our videos, most of them are all about technology and people. We often get questions like: What are the essentials components in using tech in the supply chain, and what people usually get wrong? Watch this video as Sarah Barnes-Humphrey, Supply Chain Expert shares her thoughts. Related articles on this topic have appeared throughout our websites, why not check them out? Robobyrne: Asset Tracking Using Bluetooth Supply Chain Secrets: Are You Keeping up with Supply Chain Progress? Benchmarking Success: Why Performance Benchmarking is a Powerful Management Tool Dawson Consulting: 8 Things Companies Get Wrong in Supply Chain Management Editor’s Note: This post was originally published on November 11, 2020, under the title “Technology in Supply Chain with Sarah Barnes-Humphrey” on Logistics Bureau’s website. Best Regards,Rob O’ByrneEmail: robyrne@logisticsbureau.comPhone: +61 417 417...

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All about Logistics Outsourcing

All about Logistics Outsourcing

One of the most common questions we get asked is all about outsourcing. What is it exactly? Watch this episode as we discuss the different situations and challenges of this business strategy. Related articles on this topic have appeared throughout our websites, why not check them out? Robobyrne: 4 Mistakes in Logistics Outsourcing Supply Chain Secrets: Evaluating Logistics Outsourcing Proposals: Look Beyond the Scorecard Benchmarking Success: Why Large Companies Increasingly Opt for 4PL Services Dawson Consulting: Logistics Outsourcing Editor’s Note: This post was originally published on November 04, 2020, under the title “All about Logistics Outsourcing” on Logistics Bureau’s website. Best Regards,Rob O’ByrneEmail: robyrne@logisticsbureau.comPhone: +61 417 417...

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