Written by JJ Ruest, President and CEO, Canadian National Railway Company As part of a special series in Railway Age’s March 2021 issue, 11 North American railroad CEOs address the daunting challenges ...

Supply chain management used to be all about cost control. But like many industries before it, supply chain now competes on the customer experience it delivers. Supply chain manager's main focus is on ...

Satisfying customers and winning their loyalty is the foundation that every successful business is built upon. Delivering a consistently excellent experience builds a level of customer intimacy that ...

Customers always come first, but without customer service, there are no customers. A survey released on Tuesday by Gartner has found that less than one-quarter of supply chain organizations have ...

The American Midwest is home base for a company that manufactures industrial equipment. Its customers include engineers, designers and maintenance personnel. In the past, the relationship between the ...

The 21st century consumer is always on, always connected, and doesn’t make a move without consulting the Internet. The millennial generation is emerging as a major demand driver, with access to huge ...

As companies continue to figure out the best ways to meet consumers’ evolving demands and expectations, customer service has become a focal point of supply chain operations. Technological innovations ...

Two weeks before the start of basketball season, my son went online to buy a pair of customized sneakers. He selected his team color, put his number on the side, and added the important “C” for ...

Higher employee satisfaction, leading to happier customers and therefore increased sales and profitability, is the basic idea behind the employee-customer profit chain theory. Although it is a ...

I think it's time that I introduced Sven Esser to you all. I've known him for the past two or so years and have found that he is always thinking about how to take the complex processes that govern how ...