Supply chain performance, customer satisfaction

Clemence Mutembo

Below I share some aspects about supply chain performance and how it is related to customer satisfaction.

What are supply chain drivers? These are simply factors that are critical in the performance of a supply chain.

Below I now start sharing them:

Information as a supply chain driver refers to the importance of information technology and data management in the supply chain.

In today’s world, data is a valuable commodity and having access to the right information at the right time is critical for making informed decisions about the supply chain.

By having access to real-time information about inventory, order status and delivery schedules, companies can optimise their supply chain operations and make the most efficient use of their resources.

Additionally, information can be used to predict demand and plan for future needs.

Transportation as a supply chain driver refers to the importance of efficient and effective transportation systems in the supply chain. Transportation is the process of moving goods from one location to another and it plays a crucial role in the overall efficiency of the supply chain.

A well-functioning transportation system can help reduce costs, improve delivery times and increase customer satisfaction. Conversely, transportation issues such as delays or disruptions can have a significant negative impact on the supply chain.

Therefore, transportation is a critical driver of supply chain performance.

Procurement or the process of acquiring the materials and services needed for a business is another important supply chain driver. The quality, cost and availability of materials and services can have a significant impact on the success of the supply chain.

An effective procurement strategy can help ensure that materials and services are obtained in a timely and cost-effective manner while also maintaining quality standards.

On the other hand, inefficient procurement can lead to delays, disruptions and increased costs. As a result, procurement is an essential driver of supply chain performance.

The storage or warehousing of goods is another key driver of supply chain performance. The location, design and management of warehouses can have a major impact on the overall efficiency of the supply chain. For example, a well-located warehouse can help reduce transportation costs and delivery times.

A well-designed warehouse can improve inventory management and make it easier to track and locate items. Finally, effective warehouse management can help to reduce damage and loss of goods. In short, warehousing is an important consideration when optimising the supply chain.

Inventory management is another crucial driver of supply chain performance. The level of inventory, the location of inventory and the movement of inventory all play a role in the overall efficiency of the supply chain. Having too much or too little inventory can have a negative impact on the supply chain.

Similarly, the location of inventory can affect lead times and transportation costs. Finally, the movement of inventory or the speed at which products are moved through the supply chain is another important consideration.

The faster products can be moved through the supply chain, the more efficient the system will be.

Pricing is another important driver of supply chain performance. The price of products and services can have a significant impact on demand and ultimately on the overall profitability of the supply chain. For example, a price that is too high may reduce demand and result in excess inventory.

On the other hand, a price that is too low may not generate enough revenue to cover costs. In addition, pricing can be used to influence customer behaviour such as encouraging customers to buy in bulk or purchase during a certain time period. Overall, pricing is a critical driver of supply chain performance.

We have all experienced slow resolution of issues that we faced in the past as customers.

Speedy resolution of customer issues refers to a company’s ability to quickly and effectively resolve customer complaints or problems.

This can be a key driver of customer satisfaction as no one wants to wait a long time for their issue to be resolved.

Companies that excel at resolution of customer issues typically have well-trained customer service representatives who are empowered to resolve issues quickly as well as efficient systems and processes in place to track and monitor customer issues.

Customer service is very important dimension of customer value. This dimension is all about how a company interacts with its customers and how it responds to their needs.

Excellent customer service can increase customer satisfaction while poor customer service can drive customers away.

Factors that contribute to customer service include the friendliness and product knowledge of customer service representatives.

The speed and efficiency of responses and the speedy resolution of customer issues is so crucial. When a company provides excellent customer service, it can differentiate itself from its competitors and build loyalty among its customers. I will be happy to hear how your issue was then handled.

There is nothing that excites me than having someone doing something that pleases me before I tell that person about it.

Pro-active customer service refers to taking a quick anticipatory approach to addressing customer needs and problems rather than waiting for the customer to come to you.

This approach involves anticipating customer needs and addressing them before the customer even knows they have a problem.

Companies that take a pro-active approach to customer service typically use a variety of techniques, such as:

Monitoring customer feedback and social media to identify potential issues before they arise.

Regularly reaching out to customers to ensure they are satisfied with the product or service.

Using data analytics to identify and address common customer issues.

There are several reasons why being pro-active in customer service is important.

First, it can help to improve customer satisfaction by addressing issues before they become a problem. Second, it can help to build customer loyalty by showing that the company is committed to providing a positive experience.

Third, it can help to reduce costs by preventing the need for costly repairs or replacements down the road.

Finally, it can help to create a positive image for the company by showing that it is responsive and attentive to its customers.

In short, pro-active customer service can lead to many benefits for both the company and its customers.
A determinant of customer experience is any factor that influences how a customer feels about their interaction with a brand.

These factors can either be positive or negative. The impact of these determinants can vary depending on the individual customer but they all play a role in shaping the overall experience.

By understanding the determinants of customer experience, businesses can better design experiences that meet and exceed customer expectations.

Store layout is a very important factor in shaping a customer’s experience. The layout of a store can impact everything from how easy it is to find what the customer is looking for to how long they spend in the store.

A well-designed store layout can make the shopping experience easier and more enjoyable, leading to more satisfied customers.

Some of the ways that store layout can impact customer experience include:

Traffic flow: How easy it is for customers to move through the store.

Focal points: The areas of the store that draw customers’ attention.

Product displays: How products are arranged and displayed in the store.

The product itself is also a critical determinant of customer experience as it is the main reason why the customer is interacting with the brand in the first place.

If the product does not meet the customer’s expectations, it can lead to a negative experience even if all other aspects of the interaction are positive.

On the other hand, if the product exceeds the customer’s expectations, it can create a very positive experience.

The key is to ensure that the product is of high-quality, functional and easy to use.

Additionally, the product should be priced fairly and aligned with the customer’s expectations.

The people that a customer interacts with during their experience with a brand can also have a major impact on their overall satisfaction.

This includes not only the employees of the brand, but also other customers. Employees who are friendly, knowledgeable and helpful can create a positive experience while employees who are rude, unhelpful or incompetent can create a negative experience.

Similarly, customers who are polite, respectful and well-behaved can create a positive experience, while customers who are disruptive, impatient or disrespectful can create a negative experience.

Processes are the steps that a customer goes through to complete their interaction with a brand.

These processes can include things like placing an order, making a return or getting help from a customer service representative.

If the processes are smooth, efficient and easy to navigate, they can create a positive experience.

However, if the processes are confusing, time-consuming or difficult to complete, they can lead to a negative experience.

By streamlining and improving processes, businesses can create a more positive customer experience.

I am not surprised when I get booked by small, medium and big companies to conduct customer experience sessions with their people. They know I am a guy who delivers real value!

There are many reasons why customers might choose to do business with a particular company.

The most important reason is that they believe the company can provide them with a product or service that meets their needs.

Customers also want to feel that they are being treated fairly and with respect and that the company is honest and trustworthy.

Additionally, customers want to feel like they are getting good value for their money and that the company is committed to providing excellent customer service.

Finally, customers may choose a company based on its reputation, brand image or personal recommendation from a friend or family member.

There are a variety of reasons why customers might choose not to do business with a particular company.

The most common reason is if the customer feels that the company is not providing good value for their money.

This could be due to high prices, poor product quality or poor customer service. Other reasons might include a lack of trust or respect, a lack of transparency or a negative reputation.

Some customers might also be put off by a company’s marketing or advertising or
by the way the company conducts its business.

Ultimately, it is up to each individual customer to decide whether or not to do business with a particular company.

Clemence Mutembo is a High-Impact Sales and Customer Experience Coach who has done over 400 presentations to Small, Medium and Large organisations. You may reach him on: 0778 994 994