Whatever It Takes

摘要

So you're a retailer, and out of stock on a particular item. Then, of course, a customer orders it. What do you do? When outdoor gear retailer Backcountry was faced with an out of stock that would disappoint a customer, an employee went shopping on a competitor's website, purchased the item with a personal credit card, and shipped it to the customer. Supply chain managers understand the crucial role that logistics plays in providing good customer service, and enabling your customers to pay it forward to their customers. When it's business as usual, and you have good controls in place, customer service levels are adequate to keep everyone happy. But the true measure of customer service is what your team members, carriers, and supply chain partners do when something goes wrong.