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Consumer Goods Logistics Blog

Are you happy (logistically speaking)?

Posted by Alex Stark on August 08, 2019

Are you happy with your logistics performance?

A pretty simple question that calls for a yes or no answer.

Unfortunately, among us logistics types, our operations and engineering brains rely on formulas, not feelings, to provide the answer. 

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Topics: Logistics Customer Service

Customer Service in Logistics Needs a Shift in Focus

Posted by Alex Stark on May 23, 2019

Listen. React.

Listen. React. 

Listen. React.

These two words summarize the day of many customer service representatives (CSRs) across the world. 

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Topics: Supply Chain Challenges, Logistics Leadership, 3PL Outsourcing, Logistics Innovation, Logistics Customer Service

Reflections on CX Day

Posted by Alex Stark on October 02, 2018

Today, October 2, is CX Day.

Have you ever heard of it? 

It’s actually the 6th annual celebration of customers – the group without whom none of us would have jobs.

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Topics: Logistics KPIs, Logistics Leadership, Logistics Customer Service, KANE Company Culture

Logistics Customer Satisfaction: Focus on the End Customer

Posted by Alex Stark on February 16, 2017

A recent KANE blog argued the virtues of the invisible 3PL – a provider that operates so seamlessly -- anticipating and proactively solving the inevitable problems and hiccups that occur in any supply chain -- that there’s no need for you as a customer to even think about them on a daily basis.  

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Topics: Logistics Customer Service

Think Like the Customer

Posted by Pete Westermann on November 08, 2013

We are all customers of something. How often do we get concerned or upset when things that we are trying to buy, use, get serviced, or the like go wrong?  How often do we, in our own service delivery platforms, see customers make moves or decisions that we question or wonder about?

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Topics: Logistics Customer Service

Culture and Execution: Be Different

Posted by Alex Stark on October 23, 2013

I saw a great video recently featuring marketer Seth Godin. His basic advice to people and businesses: "race to the top," not the bottom.

Godin's race to the bottom refers to today's trend to compete based on the absolute cheapest way to sell/produce/perform.

His comments hit home. Winning the race to the bottom actually sucks. You become a commodity. A generic, no frills version of what you could have been.

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Topics: Supply Chain Challenges, Logistics Customer Service, KANE Company Culture

Mobile Technology Shapes the Future of CPG

Posted by Jim Lahey on November 14, 2012

CPG: Mobile Technology is Shaping the Future

Efficiency and accuracy are key in retail distribution of CPG products.  Cellular technology is advancing at a pace that is creating a wild ride.  People do not need to be tethered to a desk anymore. 

Broadband capability is exceptional these days and without four walls to hold it back, it has taken a foot hold in the CPG world.  Mobile applications, real-time alerts and notifications, text messaging, and GPS functionality are all part of the game. 

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Topics: Logistics Systems, CPG Logistics, Warehouse Operations, Logistics Customer Service

Culture of Innovation

Posted by Pete Westermann on October 24, 2012

Innovation: Moving From Buzzword to Business Culture

Just about every day we hear about the importance of innovation. It's clearly an opportunity for service providers to differentiate themselves in the eyes of their clients. That is particularly true in supply chain management, where shippers crave logistics innovation as a means to drive competitive advantage.

The thing about innovation in the workplace is that you can't snap your fingers and make happen. Nor can you force it to

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Topics: Logistics Innovation, Logistics Customer Service, KANE Company Culture