Focus group of retail executives yields important clues to better customer service

Data collected during a 90-minute focus group with 10 retail supply chain executives that employ temperature-controlled 3PLs revealed that retailers see room for improvement in their collaboration with 3PLs. Conducted at the 2017 Global Cold Chain Expo, the focus group participants represented distinct national and regional grocery retailer operations, markets and target consumers. Overall, the results revealed that retailers think 3PLs can improve customer service and better serve them through transparency, a keener understanding and appreciation of their business, and by acting as partners that identify and develop efficiencies and innovations. The November-December 2017 issue of COLD FACTS Magazine explores what retailers think of 3PLs, what issues are keeping retailers up at night and more.