SUPPLY CHAIN SERVICE STRATEGY

4 | R i g h t S e r v e ™ • The large majority of dis-satisfied customers don’t complain; they just leave. • It is easier and easier for customers to leave and find other sources. • The large majority of the reasons customers leave for a competitor has nothing to do with product. The reasons have to do with service. • It is much more expensive, time consuming, and disruptive to attract and on-board new customers than it is to retain current customers. Dis-satisfaction is rooted in un-met expectations and underperformance. One of the most important aspects of supply chain service is developing a profitable service strategy that the supply chain can reasonably support and then setting, communicating, and meeting the associated customer expectations. Monetizing and avoiding disappointment is good service! Recover well! I often ask our seminar attendees who they think are the most satisfied guests at Walt Disney World. The typical responses go something like this. “The ones who didn’t have to wait in line.” “The ones who go when the weather’s good.” “The ones who stay on property.” While those guests may be satisfied, the most