How Your Supply Chain Can Improve the Customer Experience
Customers don’t just buy a product or service — they buy an experience. If that experience is a bad (negative) one, an excellent product or service will not make up for it. Customers want their interactions to be seamless, without boundaries and facilitated by dynamic processes.
These expectations have made customer experience a major consideration for chief supply chain officers (CSCOs). They are also driving the rise in customer-centric supply chain initiatives that create and protect value through collaborative programs developed hand in hand with customers.
“Customers are influenced by their experience of the supply chain — even in the simplest terms, it’s easy to see that a late delivery can disappoint, whereas an expedited delivery can delight”