EP11 - Supply Chain & CX
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EP11 - Supply Chain & CX
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About this listen
The conversation explores the intersection of service design and supply chain logistics, emphasizing the impact on customer experience and loyalty. It highlights the shift from viewing logistics as a cost center to recognizing it as a critical touchpoint in the customer journey. The discussion delves into the strategies of companies like McMaster-Carr and Hilti, showcasing how they leverage logistics to enhance customer satisfaction and retention.
Takeaways
- Efficiency in supply chain logistics is a crucial factor in customer retention.
- Transparency, streamlining, and time-to-value metrics are essential principles for bridging supply chain and customer experience.
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