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.
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
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