Gartner Research

Create a Service Mindset Within Your Supply Chain to Enhance the Customer Experience

Published: 27 January 2017

ID: G00317175

Analyst(s): Beth Coppinger


CEOs focus on driving growth and improving the customer experience. Supply chain leaders can support these goals by making customer service a business priority across the supply chain. Use this research to create a customer service mindset to improve service and enhance the customer experience.

Table Of Contents
  • Key Challenges



  • Understand What Your Customers Want From Supply Chain to Deliver a Superior Customer Experience, and Define a Clear Vision to Deliver It
    • Engage With Customer-Facing Teams
    • Build Relationships With Customers
    • Establish Metrics That Capture Customer Feedback
  • Make Customer Service an Overriding Cross-Functional Priority in Your Supply Chain
  • Partner With the CEO and Senior Leadership to Make Customer Service a Key Strategic Priority Across the Business

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