The supply chain isn’t typically a strong consideration when building a customer experience strategy. But at Nordstrom, the supply chain is a critical element of delivering quality customer experiences. The company recently re-imagined its supply chain with customers at the center to create a delivery and logistics process that gets customers exactly what they need, when they need it.
http://forbes.com/sites/blakemorgan/2020/01/02/nordstrom-revamps-customer-experience-with-new-supply-chain-strategy/#753c32f923a4/
Nearly all supply chain managers responding to a recent survey said they consider customer experience to be important when measuring last-mile performance, while two-thirds of them say they’re held accountable for standard customer experience KPIs such as NPS and CSAT scores.
Ninety-six percent of respondents to the survey by Convey and eft Supply Chain and Logistics Business Intelligence said customer experience is a critical measure of last-mile success, up from 83% a year ago, while 66% are held accountable for CX KPIs, up from 56%.
https://multichannelmerchant.com/operations/customer-experience-metrics-key-measures-supply-chain-success/
With enterprise execs pondering IoT developments, the earliest winners seem to be in the areas of customer experience and supply chain management.
There is no shortage of hype around the Internet of Things (IoT), due in small part to the enormous potential it offers. But it’s going to take a lot of work to realize the promise. In this regard, manufacturers and distributors may be seeing the earliest signs of progress.
https://www.rtinsights.com/early-wins-for-iot-customer-experience-and-supply-chains/
Technology, now more than ever, is finding a place in our everyday lives. Retail businesses have taken notice of technology’s value and are using it to improve the customer experience.
https://thebossmagazine.com/retail-experience-technology/
