The worst thing in the world is for an important client to learn about an event from the media or someone else other than you.

This principle of open, clear, concise, accurate, instant information is absolutely key to maintaining trust when things start to go wrong.

Let your clients know what is happening, why, what you are doing about it immediately and when the next update will be.

This applies in logistics and supply chain management but also in every other sector, whether manufacturing, oil and gas, retail, construction, aviation, hospitality, banking, insurance and so on.

Within seconds a bad story can become a destructive hurricane unless you are seen to respond rapidly, responsibility, with empathy and humility.

Patrick Dixon is a keynote speaker on logistics and supply chain management, as well as delivering keynotes for every other industry, including issues relating to brand protection and reputational risks. Questions and answers at Seminarium Chile.

* "How AI Will Change your life - A Futurist's Guide to a Super-Smart World" - Patrick Dixon's latest book on AI is published in September 2024 by Profile Books.  It contains 38 chapters on the impact of AI across different industries, government and our wider world, including chapters on the future impact of AI on logistics, using AI to improve supply chain management. And the impact of AI on innovation. 

Little things usually cost nothing and build trust, win market share, deliver value. This is true in logistics and supply chain management, but also in manufacturing and in retail as well as in all service industries such as hospitality and leisure.

A simple zero cost example is rapid text communication in a crisis causing disruption. Let your clients know exactly what is happening. Your aim is to maintain TRUST, help your clients sleep at night knowing that you are always sorting out issues day by day.

Texts cost nothing but often mean a huge amount to an anxious executive. It's the same with BIG DATA. The greatest value to companies is usually LITTLE DATA: 0.001% of all the data you have may be worth more than all the rest...

Patrick Dixon is a Futurist Keynote Speaker - here at event organised by Seminarium in Chile.

First lesson is to act very fast in a crisis - we often need to respond in very agile ways, leadership always thinking ahead to manage risk with multiple contingencies and alternative strategies. The world is changing faster than you can change logistics and supply chain plans.

Market disruptions, cancelled trade agreements, sanctions and so on. Lessons from other sectors in response to market crisis and disruptions. Communication is vital for manufacturers, wholesalers, retail industry. Keep your clients / suppliers constantly informed. Let them hear what is happening from you directly, rather than from other sources. Logistics and supply chain management is about more than delivery, it's about TRUST. Without trust you have nothing to sell.

* "How AI Will Change your life - A Futurist's Guide to a Super-Smart World" - Patrick Dixon's latest book on AI is published in September 2024 by Profile Books.  It contains 38 chapters on the impact of AI across different industries, government and our wider world, including chapters on the future impact of AI on leadership, management, building trust and using AI to manage disruptions.