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What Does Customer Service Mean? - Slide deck from webinar - 20 JAN 2016

Organizations often think they understand their customers, and engage with them in a manner they believe will provide a valuable service. However, through conversations with customers and customer research, we’ve learned that many firms miss the mark. On January 20th, 2016 we spoke with Lora Cecere, Founder of Supply Chain Insights, Keith Holliday, Director of Supply Chain at Sonoco Products, and Dale McClung, Senior Supply Chain Manager, Innovations at BDP International who discussed the definition of customer service, how to understand customer needs, and how to design a customer service program that will deepen relationships with your customers. Their advice is illustrated through case studies and real life examples of improving customer service.

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Improving Customer
Service
Supply Chain Insights LLC Copyright © 2016, p. 2
Our Panel
Lora Cecere,
Founder of
Supply
Chain
Insights
Keith Holliday,
Director – Global
Consumer
Supply Chain
Sonoco Products
Dale
McClung,
BDP
International
Sonoco is a Global Packaging Company
• Founded in 1899, Sonoco is a $5.3 billion global provider of consumer
packaging, industrial products, protective packaging and packaging supply chain
services.
• With more than 20,700 employees working in more than 300 operations in 34
countries, we serve some of the world’s best-known brands in some 85 nations.
2013 2014
Sales $1,894 $1,963
Base EBIT $187 $199
2013 2014
Sales $1,859 $1,902
Base EBIT $138 $162
2013 2014
Sales $625 $664
Base EBIT $21 $25
2013 2014
Sales $471 $485
Base EBIT $40 $34
Consumer Packaging Display and Packaging Paper and Industrial
Converted
Protective Solutions
Supply Chain Insights LLC Copyright © 2016, p. 4
What We Achieved
BDP International:
A Tradition of Customer Intimacy
• Logistics and transport management enterprise, serving
global supply chains
• Privately held corporation founded in 1966
• Principal industries: chemical, oil and gas, life science, consumer
goods, healthcare, machinery, retail
• Operations spanning 135+ countries in every major market
• Wholly-owned subsidiaries, equity partners,
joint ventures, agent affiliates
• Regional Centers of Excellence in Antwerp, Frankfurt, Hong Kong,
Singapore, Houston and Philadelphia
• 4000 employees worldwide
Large enough to leverage unexpected value;
Small enough to care
• Annual sales – 2 Billion USD
• 200,000 monthly transactions
• 15% to 20% year-over-year growth to date
• Value proposition built on best-in-class
processes, global presence, client-driven
systems, flawless tactical execution and a
nimble, small-company customer service culture
• Proven Assets
• Talented, caring employees with deep, domain
expertise
• Practical technology tools that deliver visibility,
reliability and connectivity
• Uncommon ideas for a climate of perpetual change
• Solutions that simplify complex problems

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What Does Customer Service Mean? - Slide deck from webinar - 20 JAN 2016

  • 2. Supply Chain Insights LLC Copyright © 2016, p. 2 Our Panel Lora Cecere, Founder of Supply Chain Insights Keith Holliday, Director – Global Consumer Supply Chain Sonoco Products Dale McClung, BDP International
  • 3. Sonoco is a Global Packaging Company • Founded in 1899, Sonoco is a $5.3 billion global provider of consumer packaging, industrial products, protective packaging and packaging supply chain services. • With more than 20,700 employees working in more than 300 operations in 34 countries, we serve some of the world’s best-known brands in some 85 nations. 2013 2014 Sales $1,894 $1,963 Base EBIT $187 $199 2013 2014 Sales $1,859 $1,902 Base EBIT $138 $162 2013 2014 Sales $625 $664 Base EBIT $21 $25 2013 2014 Sales $471 $485 Base EBIT $40 $34 Consumer Packaging Display and Packaging Paper and Industrial Converted Protective Solutions
  • 4. Supply Chain Insights LLC Copyright © 2016, p. 4 What We Achieved
  • 5. BDP International: A Tradition of Customer Intimacy • Logistics and transport management enterprise, serving global supply chains • Privately held corporation founded in 1966 • Principal industries: chemical, oil and gas, life science, consumer goods, healthcare, machinery, retail • Operations spanning 135+ countries in every major market • Wholly-owned subsidiaries, equity partners, joint ventures, agent affiliates • Regional Centers of Excellence in Antwerp, Frankfurt, Hong Kong, Singapore, Houston and Philadelphia • 4000 employees worldwide
  • 6. Large enough to leverage unexpected value; Small enough to care • Annual sales – 2 Billion USD • 200,000 monthly transactions • 15% to 20% year-over-year growth to date • Value proposition built on best-in-class processes, global presence, client-driven systems, flawless tactical execution and a nimble, small-company customer service culture • Proven Assets • Talented, caring employees with deep, domain expertise • Practical technology tools that deliver visibility, reliability and connectivity • Uncommon ideas for a climate of perpetual change • Solutions that simplify complex problems
  • 7. Supply Chain Insights LLC Copyright © 2016, p. 7 Organizational Alignment
  • 8. Supply Chain Insights LLC Copyright © 2016, p. 8 Role of Order Management 94% 88% 87% 84% 82% 78% 40% 52% 47% 22% 30% 28% Order Management Enterprise Resource Planning Demand Planning Warehouse Management Production Planning Manufacturing Execution Systems Importance Important Extremely Important 60% 55% 53% 50% 50% 48% 26% 30% 25% 31% 20% 24% Order Management Enterprise Resource Planning Manufacturing Execution Systems Warehouse Management Demand Planning Production Planning Satisfaction Satisfied Extremely/Very Satisfied IT Systems: Importance vs. Satisfaction* Top 2 ____________________________________________________________________________ Source: Supply Chain Insights LLC, Supply Chain Leaders Speak Study (Jan-Sep 2015) Base: Manufacturers, Retailers, Distributors – Have IT system operational (n=30-35) – only showing those with 30+ base size Q16. How important are each of your current IT systems to your supply chain organization? SCALE: 7=Extremely important – 1=Not at all important Q17. How satisfied are you with each of your current IT systems shown below? SCALE: 7=Extremely satisfied – 1=Extremely dissatisfied *Importance and satisfaction data are those who rated it 5-7 vs. 7 on 7-point scale (top 3 box)
  • 9. Supply Chain Insights LLC Copyright © 2016, p. 9 T O P M I D D L E B O T T O M 42% 40% 38% 34% 33% 33% 33% 30% 24% 21% 15% 11% 45% 38% 49% 53% 41% 49% 38% 41% 53% 53% 54% 65% 3% 3% 3% 5% 3% 3% 5% 11% 23% 13% 11% 23% 18% 25% 30% 21% 24% 26% 24% Customer Rel'p Mgmt SC Planning SC Execution ERP Marketing Sales Analytics / Reporting BI Analytics & Reporting Social Marketing HR Mgmt Big Data Operational Finance Corp Social Resp Expected Changes in IT Spending in 2015 Increase Stay the same Decrease Don't know Focus of Spending ____________________________________________________________________________ Source: Supply Chain Insights LLC, Supply Chain Leaders Speak Study (Jan-Sep 2015) Base: Manufacturers, Retailers, Distributors – Area is applicable to company (n=34-40) 24C. For each of the following areas, please indicate if your company’s IT spending in 2015 will increase, stay the same, or decrease, compared to last year.
  • 10. Supply Chain Insights LLC Copyright © 2016, p. 10 History of Retail Scorecards
  • 11. Supply Chain Insights LLC Copyright © 2016, p. 11 Helping You Understand Your Customers
  • 12. Supply Chain Insights LLC Copyright © 2016, p. 12 Customer Priorities
  • 13. Supply Chain Insights LLC Copyright © 2016, p. 13 Changes Over Time
  • 14. Supply Chain Insights LLC Copyright © 2016, p. 14 Customers vs. Employee Perspective
  • 15. Supply Chain Insights LLC Copyright © 2016, p. 15 Questions? It’s Time For Q&A
  • 16. Visit Us Online www.supplychaininsights.com www.supplychainshaman.com www.beetfusion.com www.linkedin.com/company/supply-chain-insights www.slideshare.com/loracecere Follow Us on Twitter @scinsightsllc @lcecere Attend a Live Event www.supplychaininsightsglobalsummit.com www.supplychaininsights.com/the-shamans-circle Dale@SupplyChainIM.com www.supplychaininmotion.com @dvmcclung @BDPWorld www.linkedin.com/company/bdp-international
  • 17. Supply Chain Insights LLC Copyright © 2016, p. 17 About Supply Chain Insights
  • 20. Supply Chain Insights LLC Copyright © 2016, p. 20 About Lora Cecere • Founder of Supply Chain Insights • “LinkedIn Influencer” • Guest blog for Forbes • Author of 4 books: Bricks Matter (2012), Shaman’s Journal (2014), Supply Chain Metrics That Matter (2014), Shaman’s Journal (2015) • Partner at Altimeter Group (leader in open research) • 7 years of Management Experience leading Analyst Teams at Gartner and AMR Research • 8 years Experience in Marketing and Selling Supply Chain Software at Descartes Systems Group and Manugistics (now JDA) • 15 Years Leading teams in Manufacturing and Distribution operations for Clorox, Kraft/General Foods, Nestle/Dreyers Grand Ice Cream and Procter & Gamble. Contact Information: • Email: lora.cecere@supplychaininsights.com • Blog: www.supplychainshaman.com (15,000 pageviews/month) • Forbes: www.forbes.com/sites/loracecere • Twitter: twitter.com/lcecere (6,800 followers) • LinkedIn: www.linkedin.com/in/loracecere (66,724 followers) • LinkedIn Influencer: www.linkedin.com/today/author/446631