Supply Chain Management Blog
We frequently stress the importance of delivering exceptional customer experiences; after all, it’s the core of every business and what ultimately drives long-term customer loyalty revenue. Given the shift in the buying process in which customers are now more educated about a product before they even buy, and the fact that they are able to receive a product in a day or less, consumer expectations are at an all-time high. If those expectations are not met or exceeded, your brand will suffer.
In years past, customer service didn’t look quite like it does today. Over time, it has undergone a huge transformation from being an integral part of the daily business to becoming almost non-existent, until recently when the importance of customer engagement was rediscovered.
You may have seen that this week ModusLink launched our Enhanced Supply Chain Planning and Integrated Collaboration tool, EPIC. EPIC is a collaborative platform that sits on top of an organization’s enterprise resource planning (ERP) system and can simulate changes in supply and demand, run real-time material requirements planning scenarios in just seconds and store snapshots of history to enhance analytics for predictive planning.
Believe it or not, many businesses are still operating with the mentality that there is no value in a product after it reaches its point of sale. With e-commerce sales climbing to an all-time high this holiday shopping season, and fulfillment centers across the globe struggling to fight shipping delays, the value of an optimal and efficient supply chain solution is something that does not go unnoticed – especially those that feature value-added services like as an after sales operation.
For those in the retail and B2C supply chain worlds, the holiday buying season is our time to shine with Black Friday, and the now more important than ever, Cyber Monday serving as the two biggest shopping days of the year. A massive amount of planning, practice and effort over the past year has to have been executed to make sure you are ready for the big days.
An important, yet often overlooked, part of handling a client’s e-commerce operations is call center management. If you’re going to sell products of any type, you need to have a strong call center organization backing you up that can answer any and all questions quickly and easily, helping fix consumers’ problems or guide them on the correct path to solving an issue.
In today’s world of easily available online reviews and customer forums, perfecting the customer experience is more important than it ever has been in the past. If a customer is unhappy with your brand’s product or service quality and decides to tell the world about it, you no longer risk losing one customer – you risk losing brand clout.
Products returned through reverse logistics – the process associated with managing a product or material after the point of sale being moved to maximize its value – are most commonly thought of and disregarded as defective or unwanted customer returns.
Things change in a hurry. I’m consistently amazed at how quickly something can go from idea to invention to novelty and then, in the blink of an eye, it’s just a part of the world as we know it.
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