News

Customer experience top priority in supply chain operations

February 22, 2017

More than half of retailers, 67 percent, view customer experience as top importance when it comes to supply chain performance and decision making.

That’s the finding of a joint study by Convety and eft Supply Chain & Logistic Business Intelligence, according to a press release.

The study notes that despite the high number of retailers understanding the importance of a positive customer experience a good number are struggling to address the CX issue.

"We want to invest in a situation where if a customer orders patio furniture from us they’re not thinking about the delivery, they're not thinking about the set-up, they're thinking about the party they're going to have that weekend. We want to invest in the types of things to make that experience happen," survey participant Jim Hourigan, COO at BuildDirect, said in the announcement.

The study notes just three percent of retailers view current systems as able to fully support efforts to improve the customer experience while more than 66 percent report existing systems are doing nothing to boost customer experience.