08/10/2026
The delivery promise is part of the customer experience 🙂
At the recent Australasian Supply Chain and Logistics Association (ASCLA) Virtual Summit, Sam Rowse spoke about why reliability needs to sit alongside cost and speed when businesses make freight decisions.
In B2C, it shapes how a customer remembers the brand. In B2B, a missed delivery can disrupt staffing, warehouse planning and the next promise in the chain.
As Sam put it:
“The last thing that a customer or receiver remembers from you is that delivery experience. How did they feel? Did it show up on time? And that really sets the tone for the rest of the relationship.”
Honouring that delivery promise starts with understanding what the customer actually needs from the delivery, and what happens when that promise is missed.
Watch the full discussion here 👇
https://machship.com/blog/machship-ascla-virtual-summit-fireside-chat?utm_source=facebook&utm_medium=organic&utm_campaign=ascla-virtual-summit&utm_term=2026